Selecting a winner was not easy. We received over 30 outstanding submissions, each highlighting accomplishments worthy of recognition in their own right. Our esteemed panel of judges carefully reviewed each submission before selecting a winner and honorable mentions for each category.
Recognizing the exceptional industry contributions evident in this year's submissions, our leadership team was inspired to create "The Influencer” category, a special distinction honoring organizations that have demonstrated remarkable dedication to advancing the industry through their bold adoption of emerging technologies and significant contributions to market education. Two pioneering companies will receive this prestigious recognition.
Please join us in celebrating all the Observe.ai 2025 IMPACT Awards winners and honorable mentions.
CX Innovation Winner: DailyPay
Honorable mentions: Central Bank, Nations Info Corp
This category recognizes contact centers that have implemented AI solutions resulting in measurable improvements in customer satisfaction, reduced resolution times, and enhanced personalization. This could include successful implementations of AI-powered voicebots or real-time agent assistance solutions that have transformed the customer journey.
DailyPay standardized automated note-taking across its global locations and multiple BPO providers, which enabled its service organizations to prioritize customer engagement, improve first-call resolution rates and speed, and most importantly, improve customer experiences, highlighted by its stellar customer satisfaction numbers.
Agent Empowerment Excellence Winner: Amherst Group
Honorable mentions: Concentrix + Pearson, Trupanion
The category celebrates contact centers that have effectively used AI to support and enhance their human agents' capabilities. This includes the use of AI tools for real-time agent assistance, knowledge base suggestions, sentiment analysis, and training systems that have improved agent performance and job satisfaction.
Amherst Group’s heavy investment in personalized agent coaching and support based on interaction-based data and conversation insights enabled them to address concerns proactively and recognize outstanding agent performance. Agents also benefit from self-directed learning by reviewing recorded calls based on sentiment breakdowns.
Operational Transformation Winner: Personify Health
Honorable mentions: Cityblock Health, Cox Automotive
This category recognizes outstanding achievements in using AI to optimize contact center operations. This covers implementations of auto QA, agent coaching, and analytics tools that have significantly improved efficiency and reduced costs.
Personify Health’s effective implementation of AI to automate QA, improve coaching, ensure compliance, and identify customer call drivers—all while achieving impressive operational cost savings—secured their operational transformation win.
AI Integration & Innovative Leadership Winner: Thumbtack
Honorable mentions: Freeman Co, ServiceFirst
The category honors contact centers that have shown exceptional creativity and strategic thinking in combining multiple AI technologies or developing novel AI applications. This category considers the overall AI strategy, including successful integration with existing systems, innovative use cases, and measurable business impact.
Thumbtack’s reduction in average handle time, after-call work, and operational inefficiencies, unlocked the capacity to focus on exceptional creativity and strategic thinking—successfully combining AI technologies, integrating with existing systems, and developing innovative, forward-looking use cases.
The Influencer Winners: Accolade, Affordable Care
This category recognizes organizations that are advancing the entire industry and inspiring peers. This category considers early adopters of emerging technologies and industry advocates who have shared their experiences and expertise in an effort to educate the contact center community.
Accolade and Affordable Care were the first adopters of VoiceAI Agents technology, reshaping their automated customer experiences at scale. They are both vocal advocates of continuous technological innovation that improves the customer experience and can be found sharing their knowledge, experiences, and valuable advice across Observe.AI platforms and other industry channels.
We would like to express our gratitude to all organizations that submitted their nominations this year. We can’t wait to see the incredible things you will accomplish this year and look forward to celebrating even more customer achievements next year—nominations for the 2026 IMPACT Awards will open in January!
