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OMNICHANNEL

Improve CX and boost performance on every channel

Use a single platform to derive deep insights, evaluate, and coach agents on all interactions - voice or text based. Deliver amazing customer experiences and boost agent performance across channels.
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OMNICHANNEL VISIBILITY

Surface key moments across calls and chats

Our AI-based Moments work across channels on which agents interact with customers. Now you can get market feedback and insights into what makes or breaks your customer experience across all your customer touch points.
Uncover trends across all your voice & text conversations
Evaluate interactions consistently across channels
Coach agents with a holistic view of performance
Measure key metrics from customer calls and chats
100% QUALITY MANAGEMENT

Monitor quality across all channels

Evaluate agent performance and identify coachable moments across web chat and phone conversations. Augment QA evaluations with AI-based Auto QA to rate every customer interaction.
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Quality Assurance
|
Auto QA
OMNICHANNEL COACHING

Drive consistent performance improvement for every agent

Provide team leads and supervisors a direct line of sight into agent performance across calls and chat. Help them identify omnichannel performance trends and behaviors for coaching or reinforcement.

Integrates with leading web chat providers

Get set up easily for complete coverage of all your interactions in Observe.AI.
+ any other chat platform that supports SFTP

Additional Resources

glossary

What is Omnichannel customer service?

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blog

Our founder’s note on the Scope AI acquisition

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article

Uncovering key web chat trends

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capabilities in action!