#contactcenterworld, @observeai, @aragonresearch1
San Francisco, CA, USA, Dec, 2021 -- Observe.AI, a Workforce Platform that transforms contact centers using AI-powered conversation intelligence, announced it has been named a 2021 "Hot Vendor" in Artificial Intelligence for the Intelligent Contact Center by Aragon Research.
Each year, Aragon Research recognizes "noteworthy, visionary, and innovative" vendors who are disrupting traditional models and strategies in advancing AI for the intelligent contact center, conversational AI, and sales enablement.
"The dramatic market shifts of the last year have forced contact centers to adopt newly distributed hybrid/remote teams while accelerating persistent shifts in customer behaviors and needs. We’re proud to be recognized by Aragon for our intelligent workforce platform, which embeds our best-in-class AI and conversation intelligence into contact center workflows. The end result is a powerful feedback loop that empowers teams to distill business-improving insights from every customer interaction," said Swapnil Jain, CEO and Co-Founder of Observe.AI.
"Our goal at Observe.AI is to usher in a new generation of contact center worker that’s AI-empowered, constantly improving, and ultra-productive. This intelligent workforce will deeply understand customer needs, improve CX behaviors, and exceed business goals by an order of magnitude."
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.
About Aragon Research:
Aragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
Published: Monday, December 6, 2021
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*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 Performance Monitoring