Observe.AI and Telarus Partner on Speech Analytics and Quality Management Platform
Observe.AI, a provider of artificial intelligence-powered speech analytics and quality management for voice customer service, has partnered with Telarus, a technology services distributor (master agent). Observe.AI's Voice AI platform will be part of Telarus' portfolio of suppliers.
With Observe.AI, companies can unlock conversational insights across 100 percent of their calls and coach agents to improve the customer experience.
"Legacy speech analytics systems fail to meet today's demands because they're disconnected from agent coaching and training, take months to implement, and offer historically low transcription accuracies," said Swapnil Jain, CEO and co-founder of Observe.AI, in a statement. "Our Telarus partnership allows top brands to immediately change agent behavior by analyzing 100 percent of calls with the best possible accuracy in contact center environments and completely automate some parts of the evaluation process."
Thousands of global contact center agents are coached with Observe.AI, which provides a detailed look at how top agents structure calls so those tactics can be replicated.
"With transcription accuracy of over 80 percent and an average onboarding time of three to four weeks, Observe.AI is paving the way for a faster, more accurate solution that will revolutionize the way contact centers do business," said Brandon Knight, vice president of business development for contact center-as-a-service solutions at Telarus, in a statement.
Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform.
Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features.
Observe.AI also signed a multiyear partnership with Microsoft to bring AI-powered coaching and conversational insights to joint customers.