Noida, India – August 17, 2020 – HCL Technologies (HCL), a leading global technology company, today announced its partnership with Observe.AI, an agent enablement platform, to bring the first contact center artificial intelligence (AI) solution to HCL’s contact center practice. With Observe.AI, HCL customers can leverage AI to improve agent performance, identify call drivers, and draw customer sentiment insights from 100% of calls to optimize service operations.
The partnership will address the growing needs of contact centers to strengthen their customer experiences, as well as enhance agent performance through AI-driven quality management and coaching solutions. Through the integration, Observe.AI data will help HCL customers optimize their learning and development, workforce management, and interaction optimization workflows.
The average contact center analyzes just 1-2% of calls and provides feedback to agents through random call selection. HCL customers will now be able to unearth insights from every call with high accuracy and provide data-driven, real-time feedback to agents. Observe.AI’s machine learning capabilities and sentiment detection will also allow HCL customers to identify coaching opportunities and automate parts of the quality management process, including call analysis, compliance monitoring, and scoring.
Together, Observe.AI and HCL Technologies will enable higher quality customer experiences while improving agents through a data and AI-driven approach.
Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.
Backed by Scale Venture Partners, Nexus Venture Partners, Y Combinator, and Emergent Ventures, Observe.AI is headquartered in San Francisco. For more information, visit www.observe.ai.