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News : Observe.AI Announces New AI-Powered Agent Performance & Coaching Suite to Drive Remote Work Future

#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.

"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:
Company LogoObserve.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.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Wednesday, March 3, 2021

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

New 2021 Membership

About us - in 60 seconds!

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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