Contact Center Excellence Fueled by AI

Photo byObserve.AI

N.B. This article is for information purposes only. The author has no financial interest in purchases made through the links provided and does not earn a commission.

Live Conversation Intelligence for Contact Centers

Contact centers are critical to business operations, impacting revenue and customer satisfaction.

What’s happening in your business lies in the millions of conversations between your brand and customers. Your contact center is the most significant untapped resource in your industry.

Do you know the answer to critical business questions like:

“Why are sales conversions down?”

“Why is CSAT dropping?” or

“How can we reduce refund requests?”

Closing the gap between top and bottom-performing agents is all about having the ability to analyze 100% of your interactions. With this transparency across your contact center, organizations can make data-driven decisions, leading to actionable outcomes that can improve the business and be measured over time. - Jacquie Peterson, Senior Product Marketing Manager, Observe.AI

Contact centers can’t improve what they can’t see. Companies only have visibility into 2% of customer interactions due to the time-consuming, manual process of analyzing conversations. Insights are sporadic and slow to surface.

With 2% visibility, companies are missing the big picture and can’t take meaningful action. They can’t replicate what works across agents and sales reps. They’re blindsided by issues that could have been prevented and facing revenue loss and increased compliance risk.

With complete visibility into customer interactions across every channel, businesses can quickly see opportunities, trends, and risks – and take immediate action.

Observe.AI analyzed hundreds of thousands of contact center conversations and built a 30 billion-parameter contact center large language model (LLM) and Generative A.I. engine. This analysis becomes the basis for developing the most robust contact center technology solution possible.

Photo byObserve.AI

Cox Automotive turns insight into action

Cox Automotive leverages the Observe.AI product and turns insights gained into real-world best practices.

We’ve come a long way from where we started on this journey, but we continue to be forward-thinking in our approach to keep driving positive business outcomes. - Virginia Snedeker, Vendor Management Director, Cox Automotive.

The insight turned into action helps Cox smooth out their contact center operations and work from a complete picture of every customer conversation.

We’re hyper-focused on ways to impact both the customer and agent experience positively. Observe.AI helps us unlock meaningful business insights from your customer conversations to identify areas of opportunity to drive that impact. -Chaunte Johnson, Workforce Management Director, Cox Automotive

Observe.AI boosts contact center performance with live conversation intelligence. Based on the industry’s most accurate A.I. engine, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation.

Companies act faster with real-time insights and guidance to improve performance, from more sales to higher retention. Leading companies partner with Observe.AI to accelerate outcomes from the frontline to the rest of the business.

About CMP and CCW

CMP is a market intelligence firm and a group passionate about customer management. Gain insight into the latest trends through extensive research, advisory services, reporting, and events. The Customer Contact Week #CCW events are the premier platform for groundbreaking solutions, innovative ideas, and best practices essential for contact center and CX executives. Learn more at www.customermanagementpractice.com

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Douglas Pilarski is an award-winning writer & journalist based on the West Coast. He writes about luxury goods, exotic cars, horology, tech, food, lifestyle, equestrian and rodeo, magazine features, and millionaire travel.

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