Intelligent workforce platform Observe.AI has closed a $125 million Series C funding round led by SoftBank Vision Fund 2 with participation from Zoom. The company’s total funding to date has now reached $213 million.
Dubbed ‘largest-ever’ Series C funding for contact centre AI, the round highlights Observe.AI’s position in the contact centre industry and will contribute to the development of its upcoming product innovations. The company also plans to expand into new international markets.
Swapnil Jain, Co-Founder and CEO of Observe.AI, said:
“Observe.AI has risen to meet this crossroads for the contact center industry, in which the market is undergoing massive transformation. Investment in the right technologies will make or break business outcomes. This fresh funding is validation for Observe.AI’s leadership in product innovation and go-to-market traction as we shape a new category. We not only lead in tangible business metrics, but in our approach to actionable AI that drives value for contact centers.”
Observe.AI’s Intelligent Workforce Platform adds an AI layer to contact centres to deliver full conversation visibility, business-improvement insights, and machine-driven workflows.
The platform supports customer-facing teams by automating repeatable processes, saving them significant time.
Oded Gal, Chief Product Officer at Zoom, said:
“We recently announced Zoom Contact Center, a category-redefining solution that sets new standards for customer service experiences.
“We’re excited to work with the team at Observe.AI and leverage their technology to help empower modern contact center agents to deliver the new standard of customer experiences we envision.”
Following its 300% year-over-year revenue growth, Observe.AI entered the omnichannel market with the acquisition of Scope.AI in August 2021.
The company has also recently launched a new offering for B2C sales teams to enable consistency and enhance quality across customer interactions.
