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Observe.AI Named a Leader in the CMP Research Prism Report for Conversational IVR with VoiceAI

Observe.AI Named a Leader in the CMP Research Prism Report for Conversational IVR with VoiceAI

John McMullan

Director of AI Agent Marketing

2022 will be a banner year for digital-first CX initiatives like Web Chat, as companies begin to reevaluate and double-down on the omnichannel strategies they implemented over the past two years to handle the explosive growth in customer interaction volumes.

The top 3 trends driving adoption of Web Chat and Omnichannel CX solutions in 2022

Lianna Catino

Sr. Product Marketing Manager

We are thrilled to announce that Observe.AI is recognized as a G2 Winter Leader 2022 under two critical contact center software categories.

We’re a G2 Winter Leader in Speech Analytics and Quality Assurance

Vartika Gupta

Content Marketing manager

Melquin Troncoso, Global Quality Assurance Senior Director at ERC (Enhanced Resource Centers)— an international business process (BPO) end-to-end provider for every aspect of the customer lifecycle. In this article, shares his 14 years of learning, advice and best practices for designing successful high volume sales bootcamps.

How to design a high volume sales boot camp that actually works

Melquin Troncoso

Melquin Troncoso

Global Quality Assurance Senior Director, ERC (Enhanced Resource Centers)

We’re ushering in a new AI-enabled era for contact centers - one where customer needs are understood, agent experience is prioritized, and business results are exceeded.

Introducing the Observe.AI Intelligent Workforce Platform

Swapnil Jain

Co-Founder and CEO, Observe.AI

We bolstered our Agent Performance & Coaching offering with Team Dashboard, a single line of sight into your team's performance.

New feature: Team Dashboard, a holistic view into team performance

Harshit Jain

Product Marketing, Observe.AI

We highlight innovation and opportunity within contact center quality management—the combination of quality assurance, compliance and coaching workflows—to drive high-quality customer experiences post-pandemic.

13 quality management statistics that paint a picture of the post-pandemic contact center

Joe Hanson

Growth Marketing, Observe.AI

Learn about what After Call Work (ACW) means in the call center, why it is important, ACW industry standards, and what call center leaders can do to improve it.

After Call Work (ACW): What It Means and How to Improve It

Lisa Chong

Customer Success, Observe.AI

Average Resolution Time (ART), also called time to resolution and mean time to resolution (MTTR), is the average time it takes for an agent to handle customer conversation via live chat

What is Average Resolution Time (ART) for live chat conversations

Eric McWhorter

Customer Success, Observe.AI

ScopeAI brings text-based analytics capabilities to the Observe.AI platform, accelerating our entry into omnichannel.

What the ScopeAI acquisition means for our new omnichannel product offering

Natalie Abeysena

Natalie Abeysena

Product Manager, Observe.AI

Driving Hyper-Growth with Contact Center AI ( with ERC and YourMechanic

Analytics-driven Coaching: The New Era of Contact Center Performance Management

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