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AI-POWERED QUALITY MANAGEMENT

Deliver High-Quality
CX at Scale

Observe.AI helps contact center teams evaluate and improve agent performance more quickly and efficiently with AI & analytics.

Get Best Practices E-Book

The Future of Quality Management Is Here

Observe.AI combines Quality Assurance and Coaching workflows with AI to drive high-quality customer experiences.
QA for all Channels
(Voice + Chat)
In-App Evaluation
Forms
100% Quality & Compliance Monitoring
Automated Call Categorization
Performance Analytics
for Agents & Teams
End-to-End QA & Coaching Workflows

IN-APP QA EVALUATIONS

Evaluate 5X Faster with 360° Context

Eliminate tool sprawl and review agent interactions in one intuitive interface. Listen to call audio, review key points of interest with AI-powered Moments, skim through highly accurate transcripts and complete evaluations in a single place. Get the context you need to evaluate voice and chat interactions quickly and accurately.

Tag coaching conversations to business and quality metrics.
Connect feedback to specific interactions and show what went well & what didn’t.
Document what agents have committed to improve. Follow-up on progress.

AI-POWERED ANALYTICS

Monitor & Score 100% of Your Interactions with AI

Automatically monitor, categorize and score agent interactions to track your most important KPIs.

The Business Value of Contact Center AI  ➜

ACTIONABLE FEEDBACK

Boost Transparency
& Compliance

Get proactive. Flag compliance breaches and enable corrective action with time-stamped annotations and comments.

Compliance and Fraud Detection Case Study   ➜

INTEGRATED QA & COACHING WORKFLOWS

Accelerate Agent
Productivity & Efficiency

Prioritize and personalize coaching using our Performance Analytics and the Missed Opportunities automatically identified on QA Evaluations. Learn More.

Tag coaching conversations to business and quality metrics.
Connect feedback to specific interactions and show what went well & what didn’t.
Document what agents have committed to improve. Follow-up on progress.
CUSTOMER SPOTLIGHT
Group 1 Automotive evaluates a higher volume of calls while maintaining high-quality CX with Observe.AI
THE RESULTS
70%
enabled to work from home
97%
increase in call monitoring coverage
5x
faster evaluations

FLEXIBLE EVALUATION FORM BUILDER

Build & Test Evaluation Forms With Ease

Quickly create new QA forms for Voice and Chat interactions. Customize form questions & scoring logic. Preview forms live as you build them. Test forms before you roll them out to the team.

“The tool has been instrumental in quickly being able to do an agent evaluation of a call.  Observe.AI takes 100% of our call recordings, translates them to text, and hones into key areas of each call for auditing and quality of customer interaction.”
Tammi Zelm, VP of Customer Experience, Emtek Assa Abloy
“Observe.AI is helping me manage my quality and compliance requirements with ease. I've realized that with AI we can evaluate and review more calls in a more efficient and timely manner.
Pat S, Operations Supervisor
“We have tripled in evaluations completed per month after we started using Observe.AI! I can manage compliance and customer satisfaction better than ever before. I'm also able to grade calls more efficiently. Coaching and feedback are also effortless to operate with Observe.AI, and everything is in one spot for each Expert when it's time to review.
Nicole B, Quality Assurance Expert

Don’t Leave Your CX To Chance