Observe.AI partners with Zoom to power contact center users with Conversation Intelligence

Observe.AI, the most robust conversation intelligence platform for improving contact center performance, announced that it has partnered with Zoom Video Communications, Inc. to usher in the next era of growth powered by AI for omnichannel contact centers.

In a new integration, Zoom Contact Center customers can now leverage the conversation intelligence capabilities of Observe.AI to extract rich insights that improve agent performance to improve customer experience, revenue and loyalty.

As inflation continues to rise and uncertainty tests markets, brands are stepping up efforts to improve customer experience to gain competitive advantage. Contact centers are increasingly tasked with complex, higher value customer interactions that directly impact loyalty and retention. They face increasing pressure to improve agent skills so they deliver better customer experiences, adopt winning sales conversation leads, and develop soft skills such as empathy and active listening.

This is where Observe.AI and Zoom Contact Center will provide a high-impact solution. By enriching agent performance and coaching with conversation intelligence and workflow automation, Observe.AI and Zoom will help contact centers deliver exceptional customer experiences quickly and at scale.

“As one of the first conversation intelligence partners for Zoom Contact Center, Observe.AI introduces new AI-powered insights and workflows that help contact centers improve customer experience, sales and operational efficiency. Together, we will elevate Zoom-powered contact centers to new heights of performance and productivity,” said Swapnil Jain, CEO and co-founder of Observe.AI.

Earlier this year, Observe.AI raised $125 million in the largest-ever Series C round for contact center AI, in which Zoom participated as a strategic investor. The two companies have worked together, technologically and commercially, to enable modern contact center agents to deliver new standards of customer experience.

“Zoom Contact Center is built for flexibility and efficiency, giving users the right tools to respond to complex requests and provide deeper engagement,” said Kentis Gopalla, Ecosystem Manager for Zoom Phone and Contact Center. “When combined with Observe.AI, managers can learn from conversations, assess agent performance, and provide contextual feedback.”

Observe.AI’s platform uses the industry’s most accurate AI engine to analyze 100% of customer interactions across all channels, processing approximately one billion minutes per year. This precise information enables contact centers to identify customer sentiment, CX factors and unseen needs, while creating personalized coaching programs that target each agent’s specific skills, behavior and knowledge gaps. . Observe.AI’s automated workflows for quality assurance operationalize this information across teams, accelerating business outcomes such as customer experience and retention, sales, operational efficiency, and compliance.

The company’s recent research showed that contact centers leveraging conversational intelligence are 10 times more likely to believe their business is prepared for the future, citing that greater visibility of agent- client results in more robust coaching programs, higher performing agents and greater confidence.

For more information on Observe.AI and to learn more about the Zoom Contact Center integration, please visit: https://www.observe.ai/zoom-contact-center

About Observe.AI

Observe.AI is the leading conversational intelligence platform for improving contact center performance. Powered by the industry’s most accurate AI engine that analyzes 100% of channel interactions, Observe.AI optimizes agent performance, identifies revenue and coaching opportunities, and improves quality assurance and compliance. Observe.AI’s powerful workflow automation enables contact centers to apply meaningful insights and take action quickly and at scale. This results in 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.