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Observe.AI Named a Leader in the CMP Research Prism Report for Conversational IVR with VoiceAI

Observe.AI Named a Leader in the CMP Research Prism Report for Conversational IVR with VoiceAI

John McMullan

Director of AI Agent Marketing

When a business revolves around live events and trade shows, there’s always a stream of questions from exhibitors who are trying to get everything right. They want to know about shipping deadlines, sort out logistics, get help with invoices, and clarify setup requirements.

How Freeman cut its call volume by 4% and lifted its QA scores by 6%

Sharni Medina

Director of Customer Marketing

Contact centers lose time to repetitive tasks and outdated systems—but Voice AI is changing that. By automating routine calls and using post-call analytics to guide next steps, teams boost efficiency, cut handle times, and free agents to focus on high-value conversations. The result: better CX, higher CSAT, and a smarter, more scalable operation.

The Silent Drain on Your Contact Center: Time

Jacquie Kenney

Director of Product Marketing

While flashy AI tools grab headlines, the real CX revolution is happening behind the scenes—in routing. Legacy IVRs rely on rigid menus; VoiceAI uses real-time context and natural language to route customers intelligently, anticipate needs, and ensure warm, seamless handoffs. It’s not just faster—it’s more human, more efficient, and continuously improving. The future of contact centers is quiet, smart, and powered by VoiceAI.

A Quiet Revolution in Customer Service is Coming: Intelligent Routing Drives Better Outcomes

John McMullan

Director of AI Agent Marketing

IVRs haven’t aged well—and your customers know it. From frustrating loops to outdated prompts and poor caller insights, legacy systems are hurting CX and driving up costs. Agentic VoiceAI offers a smarter alternative: real-time intent detection, seamless routing, and personalized, efficient service that eliminates repetition and boosts satisfaction. It’s time to retire the IVR and reimagine the customer experience.

6 Signs Your IVR Is Doing More Harm Than Good (And What to Do About It)

John McMullan

Director of AI Agent Marketing

As the leader in AI-powered solutions for contact centers, we’ve long advocated for the untapped value of conversational data.

GenAI Insights by Observe.AI—Your shortcut to business-ready insights

Aya Madea

Sr. Product Marketing Manager

We’re proud to share that Observe.AI has been recognized as a "Pioneer" in the recently published CMP Research Prism Report for Automated Quality Assurance (QA) and Quality Management (QM). This recognition highlights our continued innovation in transforming contact center performance through AI-powered automation and analytics.

Observe.AI Named a "Pioneer" in CMP Research Prism Report for Automated QA & QM

Aya Madea

Sr. Product Marketing Manager

Learn how conversation intelligence can dramatically reduce agent onboarding time and increase contact center efficiency with Observe.AI’s blog and case study.

Conversation Intelligence Training: Speed Up Agent Onboarding

Matt Caskey

Learn why call center QA is important in today’s customer-centric world and how a transparent quality assurance process can transform agent performance.

Call Center QA That Transforms Teams: Real Case Study Results

Matt Caskey

Discover the financial and operational impact of inefficient after call work in contact centers and how automation can eliminate these hidden costs.

Hidden Costs of Poorly Managed ACW: Case Study Reveals Truth

Matt Caskey

Driving Hyper-Growth with Contact Center AI ( with ERC and YourMechanic

Analytics-driven Coaching: The New Era of Contact Center Performance Management

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