Customer Experience, Service & Success

Observe.AI Launches Conversation Intelligence Consulting Services

Contact centers can now leverage Observe.AI’s proven expertise in driving business impact from conversation intelligence

Observe.AI, the most robust conversation intelligence platform for boosting contact center performance, today announced the launch of Conversation Intelligence Consulting Services.

This new suite of highly specialized and integrated services is designed to help contact centers accelerate value from Observe.AI’s conversation intelligence platform. Contact centers benefit from Observe.AI’s deep technical expertise, cross-industry experience, organizational training, and strategic advisory.

From implementation through ongoing optimization and long-term success, Observe.AI acts as a trusted partner and advisor in helping contact centers align their technology with business goals. With Observe.AI’s expert guidance, contact centers can achieve deeper levels of actionable insights – tuned to the specific needs of their business – with the right models for automation, speech analytics, and CX and revenue improvement.

Earlier this year, Observe.AI’s research revealed an overwhelmingly positive response from contact centers using conversation intelligence, including:

  • Contact centers using conversation intelligence were 10X more likely to feel their business was prepared for the future
  • 92% agreed it helps them make strategic business decisions
  • 89% reported it has improved their ability to engage with customers
  • 89% reported it has improved their agent performance programs

“From our novel innovations in contact center AI to this new suite of services, we’re committed to helping contact centers maximize the impact of their AI investments, reduce time-to-value, and promote scalable, sustainable business improvement,” Swapnil Jain, CEO and Co-Founder of Observe.AI. “We’ve helped hundreds of contact centers across industries harness conversation intelligence to reach new heights of business and process transformation.”

Observe.AI’s conversation intelligence platform leverages the industry’s highest-accuracy interaction analytics, processing an average of one billion minutes of interactions annually. By embedding Observe.AI’s platform methodically into their business process landscape, contact centers can maximize the value and volume of tactical insights while accelerating repeatable workflows that drive business improvement.

Public Storage, the largest brand of self-storage services in the US, has been working with Observe.AI to automate key workflows and extract actionable insights for sales and customer experience outcomes.

“Working closely with the team at Observe.AI has allowed us to excavate deeper insights from our customer interaction data, and apply this intelligence faster and more precisely to drive action across the organization. For instance, we were able to identify the behaviors displayed by our top sales agents and leverage this with targeted coaching to drive better conversion in all agents,” said Dilhara Kaluarachchi, VP Customer Care Center at Public Storage.

With this new suite of value-added consulting services, Observe.AI will further amplify the benefits of conversation intelligence through such programs as:

  • Implementation Services – facilitating smooth technology implementation with integration, configuration and system design, change management and training, speech analyst services, and automation
  • Speech & Interaction Analytics Services – mapping business objectives to the interaction analytics, with high accuracy intent and entity identification optimized for specific business needs and context
  • AI Automation Services – end-to-end guidance and setup of new AI program automation including configuration, testing, calibration, supported go-live, and user adoption
  • Actionable Insights Services – omnichannel interaction data analysis and interpretation, with tactical action plans for performance improvement in areas like CX, retention, sales, compliance, and more
  • Business Value Consulting – unique guidance through identifying key ROI impact areas, defining quantifiable goals, and measuring tangible outcomes

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