#contactcenterworld, @observeai
San Francisco, CA, USA, March 2, 2021 -- Observe.AI, a provider in Contact Center AI, unveiled its new AI-powered Agent Performance & Coaching product line that empowers CX leaders to make data-driven coaching decisions that impact supervisors, quality analysts, and agents.
Today, many CX teams look at impartial agent performance data to make essential business decisions. Reports indicate that some contact centers may only evaluate 5-8% of customer-agent interactions using legacy tools. Observe.AI uses AI and automation to give brands visibility into agent performance data to make actionable, informed coaching decisions that impact core business KPIs.
....NOTE - content continues below this message
INVITATION
We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
"The pandemic has accelerated contact center technology adoption as brands come to see agents as the frontline of their customer experience. Operators are investing in cloud and AI and rethinking the way they offer workforce engagement," said Swapnil Jain, Co-Founder & CEO of Observe.AI. "This marks an inflection point for the CX market. There is an entirely new untapped data layer for brands to chart their customer experience via agent interactions. Powered by AI-first companies like Observe, we will see the contact center evolve from a cost center to a revenue opportunity center in the next decade."
"Before Observe.AI, our QAs would have to manually review interactions and pull trends for coaching, often weeks after the interaction took place," said Neal Topf, CEO of Callzilla. "Now, we can get an interactive snapshot of agent performance and immediately improve performance via interactive, relevant feedback."
"Success is when our agents are independent and comfortable with our clients, and they’re given the right feedback to excel in their role," said Vincent Trotter, Vice President of Quality at National Debt Relief. "Working with Observe.AI helped us better train our agents, unlock performance trends, and put that knowledge back in front of agents to service clients better for higher CSAT scores."
These new features will also be available to Observe.AI’s community of Cloud Service Providers, CCaaS Partners, BPOs, and Channel Partners.
#contactcenterworld, @observeai
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Observe.AI:
Observe.AI empowers support representatives in call centers worldwide to become Super Agents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator.
Published: Wednesday, March 3, 2021
| 1.) |  CallGuard Remote A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems. CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective. https://www.eckoh.com/secure-payment-services/contact-centre-payments/remote-contact-centre-payments   |
| 2.) |  SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall