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.
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"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.
Posted by Veronica Silva Cusi, news correspondent
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
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