Contact Center AI | Observe.AI

Analyze

Leverage AI to surface the most important calls and interactions for review and action.

Explore Interaction Analytics ➜

"Observe.AI helps us analyze our customer and agent experiences to improve our speed of learning"

Shurland Buchanan

Chief Learning Officer

World-Class Transcription

Access highly accurate transcripts. Search and filter through 100% of calls in real-time.

AI-Powered Moments

Automatically surface interactions to review. Dig deeper into areas like supervisor escalations, dead air, and hold time.

World-Class Transcription

Access highly accurate transcripts. Search and filter through 100% of conversations in real-time.

AI-Powered Moments

Automatically surface interactions to review. Dig deeper into areas like supervisor escalations, dead air, and hold time.

Sentiment Analysis

Learn what drives a positive or negative customer experience. Scale the best practices top agents use with customers.

Evaluate

Complete evaluations 5x faster. Spend more time improving agents in a data-driven way.

Explore Agent QA Evaluations ➜

“We can move away from check-boxes and focus on real skill development.”

Dale Sturgill

VP Call Center Operations

World-Class Transcription

Access highly accurate transcripts. Search and filter through 100% of calls in real-time.

AI-Powered Moments

Automatically surface interactions to review. Dig deeper into areas like supervisor escalations, dead air, and hold time.

Easy-To-Use

Review conversations and transcripts alongside evaluation forms. Leave coaching tips for agents right within a time-stamped transcript.

Contextual Feedback

Boost transparency and minimize disputes by using AI-powered moments to show agents why they scored well, or where they can improve.

Shareable

Seamlessly share data and reports with other teams. Proactively alert teams by flagging compliance breaches.

Coach

Turn agents into top performers. Identify opportunities to boost agent morale, improve productivity, and level-up soft skills.

Explore Agent Performance & Coaching ➜

“Observe.AI revolutionizes how calls are examined, graded, and coached.”

Melquin Troncoso

Global QA Director

World-Class Transcription

Access highly accurate transcripts. Search and filter through 100% of calls in real-time.

AI-Powered Moments

Automatically surface interactions to review. Dig deeper into areas like supervisor escalations, dead air, and hold time.

Data-driven

Get a full and accurate picture of each agent’s performance. Use data to decide whom to coach and on what topic.

Personalized

Surface each agent's top areas of improvement so you can tailor coaching conversations to their unique needs. Celebrate what each agent does best.

Measurable

Monitor and track coaching progress over time. Leverage detailed agent reports to prepare for coaching sessions with minimal time and effort.

Happy Customers = Happy Agents

Root Insurance takes the guesswork out of its quality assurance and coaching programs.

“Observe.AI let’s us filter through thousands of calls, pinpoint pain-points, analyze customer feedback, and act with urgency to improve our user experience for the customer. In essence, voice becomes a critical element for our brand’s continued success.”