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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

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 From frustrating loops to outdated prompts and poor caller insights, legacy systems are hurting CX and driving up costs.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

As the financing arm of the company behind Chrysler, Jeep, and Dodge, Stellantis Financial Services (SFS) handles everything from helping customers manage their car loans to payment collections and recovery. With a rapidly growing pool of customers, its contact center had to deal with more calls, increasing complexity, and tighter compliance demands.

How Stellantis Financial Services recovered $6.2 million in payments through targeted coaching

Sharni Medina

Director of Customer Marketing

Picture this: guests are on their way over. The kitchen’s spotless. The table’s set. But upstairs? Absolute chaos. So, you do what most of us would do when pressed for time… you stuff the clutter into closets, close the doors, and hope nobody asks for a tour. To your guests, the house looks great. But behind the scenes, you know the truth.

Your Data Isn’t Perfect. That’s Exactly Why You’re Ready for AI Agents.

John McMullan

Director of AI Agent Marketing

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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