What’s the first thing that comes to mind when you think of 2020?
Well, it’s almost mechanical to think of the COVID-19 crisis. The world changed overnight, and we were forced to reimagine everything.
That ‘New World of Work’ we’d heard of wasn’t somewhere off in the distance anymore; we needed to start living it - and powering it for our customers - today.
Zoom became the new conference room, bedrooms turned into cubicles, and kitchens were the new call centers. Customers expected companies to have all of the answers for an increasingly complex set of support challenges.
But amidst all this uncertainty, we came together— unlearning, creating, adapting, and ensuring that we’re making each other’s lives easier. The only certainty was to succeed together with our team, customers, partners, and investors.
At Observe.AI, our aim for 2020 was to move fast and transition Contact Centers to a more transparent, data-driven, and easier way of working together remotely. To help agents, supervisors, analysts, and senior executives accelerate growth and ensure resiliency through 2021 and well beyond.
Here’s a glimpse into how we did just that here at Observe.AI in 2020.
To say we’re humbled is an understatement.
We’ve come such a long way from a team of five working out of a home office in Bangalore to a team of Observians spread across the world.
The road ahead is exciting, to say the least.
And our vision for 2021 is filled with accelerated product innovation and R&D to provide the world its fastest, most accurate, and highly human Contact Center AI solution.
Here's to new beginnings.
About the Author
Swapnil Jain is CEO and co-founder of Observe.AI. Prior to Observe.AI, Swapnil was among Twitter’s first India employees, helping open the company’s offices there and spearheading its first India-based engineering team. Connect with Swapnil on LinkedIn.
