Observe.AI Named a Strong Performer in Real-Time Revenue Execution Platforms by Independent Analyst Firm
May 09 2024 - 12:01PM
Business Wire
Observe.AI, the conversation intelligence platform for
contact centers, today announced it has been named a ‘Strong
Performer’ in The Forrester Wave™: Real-Time Revenue Execution
Platforms, Q2 2024.
In the report, The Real-Time Revenue Execution Platforms
Landscape, Q1 2024, Forrester defines Real-Time Revenue Execution
as “Solutions that support company performance in a transactional
revenue environment by optimizing marketing spend, pre-call
preparation, in-call guidance, and post-call analysis.” In the
Forrester Wave report, the firm evaluated “The 10 Providers That
Matter Most And How They Stack Up” across 31 criteria.
Observe.AI received the highest possible scores in 10 criteria,
including system configuration: privacy, interaction capture:
omnichannel, post-call reporting: static insights, post-call
reporting: dynamic insights, and in-call guidance: real-time
delivery. The Forrester evaluation concluded that “Observe.AI is
best for customer service call centers with sales use cases that
companies want to improve.”
Forrester also gave Observe.AI the highest possible in the
adoption criterion, with the report stating: “As exemplified in its
high retention and growth rates, Observe.AI focuses on adoption,
prioritizing value delivery from day one through ROI planning with
customers at implementation.” The report goes on to state that
“Reference customers see Observe.AI as a partner working alongside
them to ensure their adoption and success.”
"As areas like ROI, adoption, and data privacy are under
increased scrutiny, Observe.AI is committed to helping contact
centers realize the full value of their GenAI investments,” said
Swapnil Jain, CEO and Co-Founder of Observe.AI. “We believe
Observe.AI’s inclusion in Forrester’s report highlights our
dedication to the continued success of our hundreds of enterprise
customers. We remain focused on breakthrough innovations in
real-time AI that allow contact centers to win at every interaction
and drive revenue.”
By providing visibility into 100% of customer interactions,
Observe.AI allows businesses to surface new growth opportunities,
pinpoint and amplify winning sales behaviors across teams, and gain
real-time insights into situational factors impacting the sale.
These contact center insights can be integrated into other
business-critical systems such as CRM, marketing automation, BI,
and HRIS to automate business workflows.
At the core of Observe.AI’s platform is a powerful large
language model (LLM) purpose-built for contact centers. This
specialized, 40-billion-parameter LLM is trained on 3 billion
interactions – representing over 100 years of domain-specific data
– to support an array of AI-based tasks for contact center teams,
with 35% higher accuracy compared with generic models.
Download a complimentary copy of the report today to learn more
about why Forrester recognizes Observe.AI as a strong performer in
Real-Time Revenue Execution Platforms:
https://pages.observe.ai/web-report-forrester-wave-q2-2024
About Observe.AI
Observe.AI is the GenAI conversation intelligence platform
trusted by enterprises to empower their contact centers with
real-time agent assistance, coaching, post-call summaries, AutoQA,
and advanced business analytics. Built on the industry's most
accurate contact center LLM, the platform analyzes every customer
conversation, identifying critical insights to boost revenue,
improve customer retention, and optimize operational efficiencies
and compliance – while ensuring security and at massive scale.
Trusted by leading companies such as Accolade, Concentrix, Cox
Automotive, Maxor, Affordable Care, Inc. and Public Storage,
Observe.AI accelerates outcomes from the frontline to the executive
level. For more information, please visit www.observe.ai.
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Milind Pansare milind.pansare@observe.ai