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Observe.AI expands leadership with Chief Customer Officer, SVP of Engineering, and SVP of People

Deepak Kumar, Puneet Agarwal, and Terry Wong each bring 20+ years of global experience in building category-creating, fast-growing tech companies

December 6, 2022
Press Release

San Francisco, CA - December 6, 2022 - Observe.AI, the most robust conversation intelligence platform for boosting contact center performance, today announced it has expanded its leadership team with three key appointments: Deepak Kumar as Chief Customer Officer, Puneet Agarwal as Senior Vice President of Engineering, and Terry Wong as Senior Vice President of People.

“We’re delighted to welcome Deepak, Puneet, and Terry to the Observe.AI team. We handpicked each of them for the extraordinary expertise they bring in their respective domains,” said Swapnil Jain, CEO and Co-Founder of Observe.AI. “I’m confident each will play a vital role as we continue to focus on growth and bringing conversation intelligence to every contact center.”

  • Deepak Kumar, Chief Customer Officer is a veteran in the cloud and enterprise software space, with over 20 years of experience in the contact center industry and conversational AI. He builds high-performing customer success organizations by driving adoption, retention, and growth across the customer base. He previously spent nearly a decade at CXaaS company [24]7.ai, cultivating strategic partnerships with Global 5000 companies.

    On joining Observe.AI, Kumar commented: “I’ve spent years working with global enterprises to drive performance from their contact centers and frontline teams. Observe.AI’s conversation intelligence delivers unmatched visibility and insight for accelerating business outcomes, and I’m excited to further maximize this value for our customers.”

  • Puneet Agarwal, SVP of Engineering has been building and leading global teams at high-growth tech companies for over 17 years. Most recently, he served as VP and Head of Engineering, India at ThoughtSpot, where he helped the company grow 10X during his tenure to an over $4 billion valuation. He was instrumental in building ThoughtSpot’s cloud data connectivity platform while bootstrapping and scaling the company’s R&D operations to over 200 engineers. Prior to ThoughtSpot, he spent nearly a decade at Google building new approaches and large-scale systems to enhance products like YouTube, Websearch, Ads, and Apps.

    On joining Observe.AI, Agarwal commented: “Applying the disruptive potential of AI to human conversations in the enterprise represents a once-in-a-generation opportunity, and this is where Observe.AI shines. I’m grateful to join the team in bringing transformative conversation intelligence to the massive market of 17 million contact center agents worldwide.”
  • Terry Wong, SVP of People brings 20+ years of global HR experience in developing and executing strategies to align organizational performance and business growth. She was the first HR professional at Nimble Storage, where she oversaw the company’s successful trajectory from IPO through acquisition by Hewlett Packard Enterprise. During that time, she helped grow the company’s 150-member team to over 1,300 across 25 countries. Most recently, she served as SVP of Global People at H2O.ai.

    On joining Observe.AI, Wong commented: “Observe.AI stands out to me not just for its differentiated technology and product vision, but for its collective understanding that company success is the direct result of individual talent. Swapnil and his team have uniquely bold and ambitious plans to drive growth in the coming years, and I’m thrilled to lead our people and culture initiatives across all of our global teams at such an exciting time.”

Kumar, Agarwal, and Wong join Observe.AI at a time of notable growth and momentum. This year, Observe.AI reached key milestones, including the largest-ever Series C fundraise for contact center AI, an award-winning adaptive automation solution for contact centers, and new integration partnership with Zoom Contact Center.

Observe.AI is a people-first company, powered by a talented – and growing – team of technologists. For more information and to learn more about exciting career opportunities at Observe.AI, please visit: https://www.observe.ai/careers 

About Observe.AI  

Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints revenue and coaching opportunities, and up-levels quality assurance and compliance. Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.

 Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in San Francisco with offices in Bangalore, India. For more information, please visit www.observe.ai.


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