MANUAL QA

Set new standards for quality assurance

Manual QA empowers quality assurance (QA) teams to drive more organizational impact with measured and comprehensive automation within your call evaluations that accelerate goal setting, feedback management, and process monitoring.

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Proven impact across 350+ enterprises

23%

reduction in AHT

10%

uplift in conversions

13%

increase in revenue

97%

improvement in compliance monitoring

Read our customer stories

Experience the impact across your contact center

Drive More Sales

Create methodical evaluations and translate coaching tips into new upsell opportunities.

Manual QA for sales

Reduce Compliance Risk

Automatically monitor high-risk interactions by curating a list and proactively assigning auditors to monitor for non-compliant behaviors.

Manual QA for compliance

Improve Customer Experience

Empower supervisors to monitor, analyze, and track agent performance for greater evaluation coverage, faster completion rates, and better performance.

Manual QA for customer service

Increase Operational Efficiency

Track quality across voice and written conversation.

Manual QA for operations

Assignments

Optimize your agent and QA team performances and workload management with automated evaluation assignments, real-time progress monitoring, and smart redistribution capabilities.

Evaluation form builder

Drive continuous improvement by designing and adapting custom forms using custom options, conditional logic, and scoring mechanisms on a user-friendly interface. Deploy forms with confidence by piloting and adjusting them in draft and test modes.

Calibration

Ensure evaluation consistency and fairness with evaluator calibration sessions and detailed calibration reporting to improve performance and process outcomes through greater transparency and trust.

Audit the auditor

Ensure your QA team follows your quality standards with periodic evaluation audits and performance reporting insights.

POST-INTERACTION AI ECOSYSTEM

Maximize post-interaction impact

Auto QA

Evaluate 100% of all interactions with AI-powered, contextual, and evidence-based auto-filled forms.

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Agent performance & coaching

Deliver effective, personalized coaching and performance tracking to drive agent success and retention.

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Screen recording

Get the complete picture of an interaction with full visibility into the agent’s desktop.

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What They Say

Proven technology trusted by 350+ customers

Observe.AI has enabled us to increase compliance coverage by 97%, evaluate calls with greater efficiency and have a line of sight into day-to-day operations.”

Vince Trotter

VP of Quality

National Debt Relief

The depth of insights we’re now receiving from Observe.AI is invaluable. Through comprehensive assessment, we’re able to provide precise coaching to enhance performance.”

Matthew Fishbein

Director of Client Operations

Cox Automotive

Observe.AI’s Conversation Intelligence Platform has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.”

Ryan Moore

VP, Customer Operations

DailyPay

By using Observe.AI, we can identify and validate calls and have a more targeted pool for evaluation.”

Jon Reynel Lumongsod

Global Head of Speech Analytics

ServiceFirst

Our partnership with Observe.AI strengthens our ability to operate efficiently and positions us for success in navigating the complexities of the healthcare industry.”

Mitch Mann

Vice President for Member Services

MaxorPlus

Observe.AI’s LLM empowers us to engage members with precise data about their care while enabling empathetic and personalized experiences.”

Ardie Sameti

Sr. Director AI & Automation

Accolade

Observe.AI helped guide us to make significant changes, including automating our QA process using Auto QA.”

Emmanuel Noyola

Director of Patient Services

Affordable Care

Observe.AI has become a part of every facet of our business. Whenever somebody wants to know what our customers are talking about, I’m able to look it up.”

Ken Fausel

Director of Customer Service

Auto QA has brought my team a new level of confidence. Before, we made decisions based on hunches. Today, we make decisions based on statistically significant conversation data.“

Marlon Pacheco

Director of Training & QA

Historically, JK Moving only grew at 10% YoY. But in two years, after implementing Observe.AI, we hit an overall growth rate of 74%!"

Ken Cohen

SVP Business Development

JK Moving Services

Resources

Let’s dive deeper

Insights

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How DailyPay Streamlined QA Operations and Saved Over $2 Million

For many workers, waiting for payday can create unnecessary financial stress. DailyPay addresses this by partnering with companies to give their employees instant access to earned wages, eliminating the wait for payday. With more than 1,200 clients, DailyPay helps millions of employees take control of their finances and offers flexibility when it’s needed most.

Achieving Operational Excellence and Enhanced Customer Satisfaction with DailyPay and Observe.AI

Cox Automotive Streamlines Contact Center Operations, Boosting Efficiency and Performance

4 Winning Strategies for GenAI-Powered Conversation Intelligence Implementation in Contact Centers