Observe.ai has launched Reporting & Analytics – a new capability that provides an overview of conversation intelligence and contact centre performance.
An addition to Observe.AI’s intelligence workforce platform, the capability offers interactive visualisations that contain insights on key metrics, including positive and negative customer experience drivers, customer sentiment, and coaching and revenue opportunities.
By giving a holistic view of various conversation and contact centre data, Reporting & Analytics lays out various dashboards that help multiple company departments – such as sales and QA – establish a thorough understanding of business performance.
Moreover, users can investigate trends, test hypotheses, and turn intelligence into actionable insights.
Explaining how the company empowers contact centres to utilise conversation intelligence, Swapnil Jain, CEO and Co-Founder of Observe.AI, said: “When it comes to activating contact center conversation intelligence, Observe.AI stands apart in two key areas.
“Firstly, the unparalleled accuracy and integrity of our interaction data, which represents a goldmine of customer experience insights.
“Secondly, we propel contact centers to apply this intelligence faster, with powerful automation to drive positive agent behavioral change at speed and scale.”
To steer clear of data silos, customers can connect their Observe.AI data with CRMs, data warehouses, telephony systems, and similar data sources.
This announcement follows Observe.AI’s release of a quality assurance automation solution aimed at improving agent performance and customer satisfaction.
The company has also recently received a $125 million funding boost with backing from Zoom.
