Observe.AI, a leader in Contact Center AI, today announced it is leading Talkdesk’s AppConnect Marketplace with frequency of downloads to improve customer experience for enterprises in a post-pandemic world. Talkdesk, the cloud contact center for innovative enterprises, made Observe.AI’s solution available on the Talkdesk AppConnect Marketplace in 2019.
Together Talkdesk and Observe.AI have helped top brands rapidly shift thousands of agents remotely during the pandemic, including Root Insurance, Cornerstone OnDemand, and EmployBridge. Joint clients go live in a single click and empower their agents to deliver better customer experiences while precisely transcribing and monitoring compliance across 100% of calls with best-in-class contact center transcription accuracies.
For EmployBridge, the company needed a way to analyze the four million voice conversations that coordinators have per year and use those insights to enhance agent performance. With Observe.AI and Talkdesk’s solutions, EmployBridge saw an immediate impact, with the ability to quality check and score ten times more voice calls, and increasing the number of candidates it placed each week in jobs by 1,800.
Traditionally, contact centers analyze just 1-2% of calls by manually scoring them and are left with little visibility into what’s causing customer frustration and positive sentiment. With Observe.AI, businesses automate their quality assurance workflows and reduce the time it takes to evaluate an agent by 87%. They then open up new opportunities to turn their contact centers from cost drivers into growth drivers by uncovering unmet customer needs, offering data-driven agent coaching, and proactively detecting compliance risk and potential fraud.
“When we launched AppConnect, our goal was to provide customers with a wider range of options to increase the pace of integrating new solutions into their contact centers and quickly drive improvement in areas like agent performance,” said John Youri, SVP of Global Alliances, Talkdesk. “With Observe.AI, we not only saw a shared feature set, but also a set of shared values – move fast and do whatever it takes to help deliver exceptional customer experiences.”
“AppConnect obviously reaches a large part of the contact center ecosystem. Among best-in-class contact center applications, we are proud to be the leader on Talkdesk’s marketplace in the quality assurance and speech analytics categories,” said Sharath Keshava Narayana, Chief Revenue Officer, Observe.AI. “This partnership and our shared commitment to innovation, speed and scale are helping organizations deliver better customer experiences by getting a much more accurate, real-time picture into how their contact center as a whole and individual agents are impacting key business metrics.”
Observe.AI and Talkdesk both recently announced significant funding rounds. In July, Talkdesk announced a $143 million Series C funding round, and in September, Observe.AI announced a $54 million Series B funding round for a total of more than $80 million raised in the last ten months.
Over the past 10 months, 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%.