Conversation intelligence platform Observe.AI has partnered with Zoom to start a new age of AI-powered growth for contact centers. Using Observe.AI's conversation intelligence capabilities, Zoom Contact Center customers can extract valuable insights that improve agent performance and boost CX and revenue.
Observe.AI and Zoom join forces to provide the optimal solution by adding conversation intelligence and workflow automation to agent performance and training, enabling the delivery of outstanding customer experience.
“As one of the first conversation intelligence partners for Zoom Contact Center, Observe.AI is introducing new AI-powered insights and workflows that help contact centers improve CX, sales, and operational efficiency. Together, we will elevate contact centers running on Zoom to new heights of performance and productivity,” said Swapnil Jain, CEO, and Co-Founder of Observe.AI.
The two companies have already partnered earlier this year, as Zoom was one of Observe.AI's strategic investors in the $125 million Series C funding round, the "biggest ever" for contact center AI.
“Zoom Contact Center is built for flexibility and efficiency, empowering users with the right tools to address complex enquiries and deliver deeper engagement.” When combined with Observe.AI, managers can derive insights from conversations, evaluate agent performance, and deliver contextual feedback,” said Kentis Gopalla, Head of Ecosystem for Zoom Phone and Contact Center.
Observe.AI Takes Conversation Intelligence to the Next Level
Observe.AI is a conversation intelligence platform that boosts contact center performance by using the most accurate AI engine that analyses 100% of customer interactions throughout channels. With such precise insight, the company can make personalized training programs for specific skills and knowledge of agents, as well as determine customers' attitudes, CX drivers, and needs. Using AI's automated workflows for quality assurance, the company operationalizes insights, boosting business results such as retention, sales, CX, and performance.
The company's recent research has proven that contact centers leveraging conversation intelligence are ten times more prepared for future business moves, as a higher presence of agent-customer interactions results in more confidence, top-notch agents, and better training programs.
Observe.AI has more than 150 customers as well as many partners across all industries, such as 23andMe, Public Storage, Accolade, and others. The company also received investments from Zoom, Menlo Ventures, and Scale Ventures.