NLP-powered Contact Center Leader Observe.AI Welcomes Jon Heaps

Contact Center Industry Veteran Joins Observe.AI to Drive Growth in Critical Channel Ecosystem

Observe.AI, a leader in Contact Center AI, today announced the hiring of contact center industry veteran, Jon Heaps, as Vice President of Channel. Heaps is a seasoned channel leader who has helped accelerate businesses including Talkdesk, ShoreTel, and NICE InContact, and has spent more than two decades moving hundreds of contact centers to the cloud.

Following a year of explosive growth for Observe.AI, including a 300% boost in revenue, a $54M Series B funding round, and hiring more than 100 new employees, Observe.AI’s appointment of Jon Heaps as VP of Channel will help accelerate the company’s current momentum and drive its next phase of growth with Master Agents and Subagents. The channel ecosystem is critical to continuing leadership in the contact center AI space, and in his new role, Heaps will be responsible for leading strategic channel program initiatives.

“Jon is one of the most well-respected innovators and leaders in our industry and we are excited to welcome him to our leadership team,” said Sharath Keshava Narayana, CRO and co-founder, Observe.AI. “Observe.AI is a partner-first company, making Jon the perfect fit to showcase our channel partner values and drive our channel strategy moving forward. We expect Jon to help us build and expand our product suite across the channel.”

Heaps comes to Observe.AI with more than two decades of experience in software technology and telecommunications marketing, sales, and business management leadership roles. He spent the past 15 years in strategic roles supporting the move of contact centers to the cloud. Heaps was also named a Channel “Top Gun 51” by the editors of Channel Partners and Channel Futures.

“I’m thrilled to be joining Observe.AI to lead the channel efforts here and join such an impressive leadership team and company,” said Jon Heaps, Vice President of Channel. “Observe.AI has proven to be an incredibly innovative organization. Everyone talks about AI, but few companies are really doing it beyond giving lip service to the buzzword. AI is built at the very core of Observe.AI, and I look forward to capitalizing on its current momentum and growing the channel program here.”

The appointment of Heaps to VP of Channel comes after Observe.AI launched its new AI-powered Agent Performance & Coaching Suite earlier this month. For joint customers, Observe.AI provides a new layer of data and actionable insights into customer experience workflows. With Observe.AI, top brands analyze 100% of interactions, automate quality assurance, and improve agent performance. At the same time, contact centers can easily pull Observe.AI’s data into other systems of record, including CCSaaS Platforms, CRMs, business intelligence tools, and more via its API.

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