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#contactcenterworld, @observeai, @zoom_us
San Francisco, CA, USA, Nov, 2022 -- Observe.AI, a conversation intelligence platform for boosting contact center performance, announced it has joined forces with Zoom Video Communications, Inc. to usher in the next era of AI-powered growth for omnichannel contact centers. In a new integration, Zoom Contact Center customers can now leverage Observe.AI’s conversation intelligence capabilities to extract rich insights that boost agent performance to improve CX, revenue, and retention.
As inflation continues to surge and uncertainty tests markets, brands are doubling down on customer experience to hone a competitive edge. Contact centers are increasingly tasked with higher-value, complex customer interactions that directly influence loyalty and retention. They face mounting pressure to upskill agents to deliver better customer experiences, adopt winning sales talk tracks, and develop soft skills like empathy and active listening.
This is where Observe.AI and Zoom Contact Center will provide a solution. By enriching agent performance and coaching with conversation intelligence and workflow automation, Observe.AI and Zoom will help contact centers produce stellar customer experiences at speed and scale.
"As one of the first conversation intelligence partners for Zoom Contact Center, Observe.AI is introducing new AI-powered insights and workflows that help contact centers improve CX, sales, and operational efficiency. Together, we will elevate contact centers running on Zoom to new heights of performance and productivity," said Swapnil Jain, CEO and Co-Founder of Observe.AI.
"Zoom Contact Center is built for flexibility and efficiency, empowering users with the right tools to address complex enquiries and deliver deeper engagement," said Kentis Gopalla, Head of Ecosystem for Zoom Phone and Contact Center. "When combined with Observe.AI, managers can derive insights from conversations, evaluate agent performance, and deliver contextual feedback."
#contactcenterworld, @observeai, @zoom_us
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.
About Zoom Video Communications, Inc:
Zoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Our easy, reliable cloud platform for video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Zoom is a private company headquartered in San Jose, California. 
Published: Monday, November 14, 2022
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