Virtualization Technology News and Information
Observe.AI Partners with UJET to Improve CX Quality for the Remote Work Era

Observe.AI announced a partnership with UJET,  the world's first and only CCaaS 3.0 cloud contact center provider, to deliver more positive, natural brand experiences to the market leveraging the power of data, intelligence and automation. Observe.AI will be the first workforce optimization (WFO) solution in the UJET partner ecosystem.  

All areas of business, contact centers included, shifted to remote work in response to the pandemic this year. For many contact centers, 43% of customer experience leaders believe more than half of agents will work from home even after offices reopen, leading to increased challenges in the areas of quality, consistency, and visibility into agent performance. Leveraging Observe.AI and UJET together, joint customers can solve these challenges with end-to-end quality assurance and coaching workflows, regardless of where agents are located. 

"UJET's customers are among the most innovative, forward thinking contact centers on the planet.  They've chosen UJET because they're looking for every edge they can gain and believe in the power of technology to drive meaningful changes to their customer experience, and the bottom line," said Sharath Keshava Narayana, Co-founder & Chief Revenue Officer at Observe.AI. "Our customers have shared goals, and together we're focused on introducing a more modern approach to both contact center and quality management."  

Modern brands need to enable a frictionless, blended customer experience. The Observe.AI and UJET partnerships will leverage the power of AI to drive significant operational efficiencies and performance improvements at scale across customer interactions.   Historically, agent performance management has been heavily manual, random, and prone to both inconsistency and human error.  Observe.AI will provide intelligence and automation UJET customers need to improve customer experience quality, analyzing 100% of voice interactions, automatically evaluating call quality. The joint solution will also enable brands to proactively identify opportunities to drive growth and improve coaching based on customer sentiment signals that shed light on customer intent and frustrations, and potential compliance or fraud issues. Joint customers can go live in just 2-4 weeks. 

"We're thrilled to be partnering with Observe.AI to disrupt and improve the status quo for Customer Experience," stated John Lynch, Chief Revenue Officer at UJET.  "Our industry is at a phenomenal inflection point, as we're finally seeing new investment in intelligent cloud technologies that go beyond just acquiring customers to truly caring for them after the sale.  The team at Observe.AI shares our passion for better business results through improved customer communications and we're excited to offer our combined solution to the market."

Over the past year, Observe.AI has grown its team to 125 people and brought on more than 150 customers, including Pearson, Alcon Laboratories, and Concentrix. During this time, Observe.AI added over 20,000 agent licenses to its platform and grew revenue 600%.

Published Tuesday, January 12, 2021 10:29 AM by David Marshall
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