New integration for Genesys Cloud enables businesses to analyze 100% of support calls with sentiment analysis for compliance and quality monitoring, agent performance and remote agent coaching in a single platform.
SAN FRANCISCO–(BUSINESS WIRE)–As contact centers transition to a work-at-home model, the implementation of all-in-one artificial intelligence (AI) tools that automate and optimize operations has become a top priority. Nearly 75% of contact centers already planned to invest in AI and automation technologies, but the urgency to do so is now even greater to support business continuity during COVID-19. To that end, Observe.AI, a Voice AI tool that analyzes 100% of calls for agent enablement, is now available on the Genesys AppFoundry®, the industry’s largest dedicated marketplace focused on customer experience solutions. Genesys ® is the global leader in cloud customer experience and contact center solutions that delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries.
With the new integration to Genesys Cloud™, Observe.AI’s Voice AI Platform helps teams work efficiently while remote by using AI to coach agents with the context of customer sentiment to ensure that agents deliver a consistent and authentic customer experience.
Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, helps organizations provide better experiences to their customers and employees. With its robust feature set and open APIs, Genesys Cloud is flexible, scalable, and built for rapid innovation.
Together with Observe.AI’s one-click integration, contact center teams using Genesys Cloud can drive measurable behavior change in areas like Customer Satisfaction (CSAT) scores, demonstration of empathy, and compliance adherence. Customers have reported seeing an improvement of 87% in QA efficiency and 10X more feedback on calls with Observe.AI.
“As Observe.AI and Genesys continue to support the shift to remote work, we are prioritizing helping support teams lead conversations with compassion through our integration, which is now available on the Genesys AppFoundry marketplace,” said Sharath Keshava Narayana, Observe.AI Chief Revenue Officer.
Quality and compliance teams use Observe.AI to work 6X more efficiently while remote by accessing the call transcripts, audio player, and evaluation forms they need in a single, easy-to-use platform. Supervisors and trainers also get performance insights that help them identify coaching opportunities and offer targeted coaching right in the Observe.AI platform with insights on sentiment, emotion, intent, silence, and more to improve the Customer Experience (CX).
Observe.AI is a Voice AI Platform that unlocks sentiment insights to help support teams improve agent performance. With the Observe.AI solution, support teams analyze 100% of calls for quality and compliance, automated agent evaluations, and targeted coaching. More than 100+ companies trust Observe.AI, including TripAdvisor, Root Insurance, and GoodRX. Backed by Scale Venture Partners, Nexus Venture Partners, Y Combinator, and Emergent Ventures, Observe.AI’s headquarters is located in San Francisco with an office in Bangalore. For more information, visit www.observe.ai.
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