The Observe.AI IMPACT Awards honor exceptional organizations and leaders in contact centers who combine technology with human excellence.

• Nomination Period: January 9–February 28, 2025.
• Winner Benefits: Airfare, hotel, conference access to CCW Las Vegas (June 2025), recognition via press release, potential speaking opportunities and swag. View full terms and conditions here.

Awards Categories:

CX Innovation

This category recognizes contact centers that have implemented AI solutions resulting in measurable improvements in customer satisfaction, reduced resolution times, and enhanced personalization. This could include successful implementations of AI-powered voicebots, real-time agent assist that have transformed the customer journey.

Agent Empowerment Excellence 

This category celebrates contact centers that have effectively used AI to support and enhance their human agents' capabilities. This includes AI tools for real-time agent assistance, knowledge base suggestions, sentiment analysis, and training systems that have demonstrably improved agent performance and job satisfaction.

Operational Transformation

This category recognizes outstanding achievements in using AI to optimize contact center operations. This covers implementations of AutoQA and agent coaching, analytics that have significantly improved efficiency and reduced costs.

AI Integration & Innovation Leadership

This category honors contact centers that have shown exceptional creativity and strategic thinking in combining multiple AI technologies or developing novel AI applications. This category would look at the overall AI strategy, including successful integration with existing systems, innovative use cases, and measurable business impact.