An AI industry leader has today announced a partnership with UJET, the world’s first and only CCaaS 3.0 cloud contact centre provider, with the aim to deliver improved brand experiences to the market by leveraging the power of data, intelligence and automation.
Observe.AI will be the first workforce optimisation (WFO) solution in the UJET partner ecosystem, and in leveraging the company and UJET together, joint customers are able to solve common challenges faced with remote working such as quality, consistency, and visibility into agent performance.
This will be achieved with end-to-end quality assurance and coaching workflows, regardless of where agents are located.
“UJET’s customers are among the most innovative, forward thinking contact centres on the planet. They’ve chosen UJET because they’re looking for every edge they can gain and believe in the power of technology to drive meaningful changes to their customer experience, and the bottom line,” said Sharath Keshava Narayana, Co-founder & Chief Revenue Officer at Observe.AI. “Our customers have shared goals, and together we’re focused on introducing a more modern approach to both contact centre and quality management.”
“We’re thrilled to be partnering with Observe.AI to disrupt and improve the status quo for Customer Experience,” stated John Lynch, Chief Revenue Officer at UJET. “Our industry is at a phenomenal inflection point, as we’re finally seeing new investment in intelligent cloud technologies that go beyond just acquiring customers to truly caring for them after the sale. The team at Observe.AI shares our passion for better business results through improved customer communications and we’re excited to offer our combined solution to the market.”
Following the major shift to remote work in response to the COVID-19 pandemic, a staggering 43% of customer experience leaders believe more than half of agents will work from home even after offices reopen. Modern brands need to enable a frictionless, blended customer experience.
Out with the Old
The Observe.AI and UJET partnerships will boost the power of AI to drive all-important operational efficiencies and performance targets at scale across customer interactions to move CX away from the age-old agent performance management, which is widely considered to be heavily manual, random, and prone to both inconsistency and human error.
Observe.AI will provide intelligence and automation UJET customers need to improve customer experience quality, analysing 100% of voice interactions, automatically evaluating call quality.
Brands will also be able to proactively identify opportunities to drive growth and improve coaching based on customer sentiment signals via the joint solution. This will shed light on customer frustrations and intentions as well as potential compliance or fraud issues. Joint customers can go live in up to four weeks.
Over the past year, Observe.AI – which transforms customer experiences and improves agent performance by helping top brands analyse 100% of calls and streamline quality assurance workflows – has grown its team to 125 workers and brought on more than 150 customers, including Pearson, Alcon Laboratories, and Concentrix. This comes as Observe.AI added over 20,000 agent licenses to its platform and grew revenue 600%.
