REPORT

CMP: Real-Time Agent Assist and Copilot

Is your organization ready to join the 75% of companies increasing their investment in agent assist technology? Get the comprehensive analysis you need to choose the right solution.

Inside the Report:

In-depth evaluation of 10 leading vendors
Clear rankings across 5 categories: Pioneering, Leading, Core Performing, Up & Coming, and Emerging
Evidence-based insights from analyst research, user feedback, and market data

Discover Mission-Critical Market Trends:

✓ Why customer interactions are becoming more complex

✓ How leading companies are fighting agent burnout and attrition

✓ Strategies to reduce training time for new hires

✓ Latest approaches to improve customer satisfaction scores

Download now

LIVE WEBINAR

January 12th, 2023 10AM PST | 1PM EST

How Figo's Contact Center Saves $700K a Year, Unlocks Business-Critical Insights to Drive Better Outcomes

When your company is growing, customers are increasing steadily, and demand for your product is skyrocketing you have to find a way to keep up.

This is the journey of Figo Pet Insurance who evolved from limited visibility into what was happening across customer conversations at scale to providing the entire company with actionable insights that fuel agent coaching, drive business decisions, and improve operations.

With Observe.AI, Figo was able to gain 100% visibility into customer conversations in order to:

Improve agent performance with targeted coaching
Automate compliance detection for better oversight
Deliver org-wide insights for more confident business decisions

Join our webinar with Ken Fausel, Director of Customer Service, to learn how Figo leveraged Observe.AI's automated QA solution to drive more confident business decisions.

Ken Fausel

Director of Customer Service
at Figo Pet Insurance

Akin Desai

Senior Head of Customer
Success at Observe.AI

LIVE WEBINAR

January 19th, 2023 10AM PST | 1PM EST

How Nations Info Corp Turns Contact Center Visibility Into Better Save Rates, AHT, and CSAT

You don't know what you don't know. This is the story of most contact centers that are only running around 2% of conversations through a formal QA process.

With Observe.AI, Nations Info Corp was able to unlock a treasure trove of data trapped in customer-agent conversations and create a data-driven contact center operation that improved critical contact center KPIs.

In this webinar they will share how they used a data-driven approach to:

Boost save rates with improved sales rebuttal scripts
Shorten average handle times due to shorter talk tracks
Shift the focus of their QA team to strategic analysis instead of mundane call scoring

Join our webinar with Marlon Pacheco, Director of Training and Quality, and Jose Oliva, Team Lead QuAD, to learn how Nations Info Corp leveraged Observe.AI's automated QA solution to drive dramatic business results.

Farhan Shakeel

Senior Customer Success
Manager at Observe.AI

Marlon Pacheco

Director of Training and
Quality at Nations Info Corp

Jose Oliva

Team Lead - QuAD
at Nations Info Corp

About Observe.AI

Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry's most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance. Observe.AI is trusted by hundreds of customers and partners across industries - including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage - and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures.