SAN FRANCISCO –January 12, 2020 – Observe.AI, a leader in Contact Center AI, today announced a partnership with UJET, the world’s first and only CCaaS 3.0 cloud contact center provider, to deliver more positive, natural brand experiences to the market leveraging the power of data, intelligence and automation. Observe.AI will be the first workforce optimization (WFO) solution in the UJET partner ecosystem.
All areas of business, contact centers included, shifted to remote work in response to the pandemic this year. For many contact centers, 43% of customer experience leaders believe more than half of agents will work from home even after offices reopen, leading to increased challenges in the areas of quality, consistency, and visibility into agent performance. Leveraging Observe.AI and UJET together, joint customers can solve these challenges with end-to-end quality assurance and coaching workflows, regardless of where agents are located.
“UJET’s customers are among the most innovative, forward thinking contact centers on the planet. They’ve chosen UJET because they’re looking for every edge they can gain and believe in the power of technology to drive meaningful changes to their customer experience, and the bottom line,” said Sharath Keshava Narayana, Co-founder & Chief Revenue Officer at Observe.AI. “Our customers have shared goals, and together we’re focused on introducing a more modern approach to both contact center and quality management.”
Modern brands need to enable a frictionless, blended customer experience. The Observe.AI and UJET partnerships will leverage the power of AI to drive significant operational efficiencies and performance improvements at scale across customer interactions. Historically, agent performance management has been heavily manual, random, and prone to both inconsistency and human error. Observe.AI will provide intelligence and automation UJET customers need to improve customer experience quality, analyzing 100% of voice interactions, automatically evaluating call quality. The joint solution will also enable brands to proactively identify opportunities to drive growth and improve coaching based on customer sentiment signals that shed light on customer intent and frustrations, and potential compliance or fraud issues. Joint customers can go live in just 2-4 weeks.
“We’re thrilled to be partnering with Observe.AI to disrupt and improve the status quo for Customer Experience,” stated John Lynch, Chief Revenue Officer at UJET. “Our industry is at a phenomenal inflection point, as we’re finally seeing new investment in intelligent cloud technologies that go beyond just acquiring customers to truly caring for them after the sale. The team at Observe.AI shares our passion for better business results through improved customer communications and we’re excited to offer our combined solution to the market.”
Over the past year, Observe.AI has grown its team to 125 people and brought on more than 150 customers, including Pearson, Alcon Laboratories, and Concentrix. During this time, Observe.AI added over 20,000 agent licenses to its platform and grew revenue 600%.
Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of interactions, extract actionable sentiment insights and streamline workflows. With Observe.AI, businesses transcribe every interaction 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.
Observe.AI is trusted by more than 160 customers and partners, including National Debt Relief, Root Insurance, Alcon Laboratories, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. For more information, visit www.observe.ai.
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.