Observe.AI, the leader in contact centre AI, announced its entry into omnichannel conversation intelligence following its acquisition of ScopeAI, a company that automatically extracts actionable insights from customer conversations across chat, email, and social media.
The announcement comes at the heels of Observe.AI’s record year of 300% revenue growth and a $50M Series B funding round led by Menlo Ventures. The company’s total amount of funding is valued at $89M.
The acquisition will expand Observe.AI’s Omnichannel product offerings to a full suite of voice and text-based conversation intelligence offerings that include purpose-built workflows for Quality Assurance and Agent Performance & Coaching.
Swapnil Jain, Co-Founder & CEO of Observe.AI, said:
“The pandemic has shown that even the most well thought out digital transformation initiatives require human connection points to drive stellar customer experiences. I’m thrilled to extend our industry-leading AI into the world of Omnichannel, maximizing agent performance along with customer satisfaction.”
“Our expansion into Omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”
In the future, the company will expand its Omnichannel offering to include other channels, such as email support.
With Observe.AI’s new offering, Contact Center operators will be able to achieve the following:
- Scale New Omnichannel Contact Center Initiatives From a Single Platform – Today businesses struggle with siloed quality assurance workflows across voice and text channels. Observe.AI gives teams 100% visibility across voice and text conversations with an integrated solution so that teams can evaluate a higher volume of conversations
- Improve Customer Experience With Targeted Coaching Across Channels – Positive interactions with agents lead to higher customer satisfaction and brand loyalty. Observe.AI helps managers track and coach agent performance across voice and chat teams, leading to better business outcomes
- Uncover Trends Across Voice and Text Conversations – Observe.AI brings operational efficiency across voice and digital customer experience teams. By consolidating voice and text performance metrics into one unified dashboard, companies have clear insights into cross-channel trends and business drivers to make business-improving decisions.
Natalie Abeysena, Co-Founder & CEO of ScopeAI, said: “We are thrilled to be joining forces with the Observe.AI team. Like ScopeAI, Observe has a passion for empowering CX leaders with data to make actionable, informed decisions. Our shared values, rooted in customer experience and analytics, will open up new ways for Contact Centers to leverage AI to drive revenue and efficiency.”
