Conversation intelligence solutions improve outcomes for contact centers — Observe.AI
Intelligent workforce platform Observe.AI said that using conversation intelligence in contact centers leads to better financial and employee outcomes for contact centers.
Conversation intelligence is software that uses AI to analyze speech or text to derive data-driven insights in contact centers.
Contact centers adopting conversation intelligence report higher agent-customer interaction visibility that drives more robust coaching programs, the majority of top-performing agents, and greater confidence about the future of their business.
Observe.AI CEO and co-Founder Swapnil Jain said that “there’s no longer a debate on whether conversation intelligence is worth the investment. Adoption is no longer a question of if, but when.”
“Whether a contact center’s focus is on service, sales, or both, visibility into agent-customer interactions is key to accelerating workflows that drive revenue and growth,” he added.
However, the report also stated that customer experience and business outcomes fail to improve despite the rise in consumer expectations and technology investments.
This means that many contact center leaders still feel unprepared to succeed and that their agents are underperforming.
Observe.AI commissioned research firm Zogby Analytics to survey 307 North American contact center leaders across industries.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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