Observe.AI, an Intelligent Workforce Platform that transforms contact centers using AI-powered conversation intelligence, announced it has been named a 2021 “Hot Vendor” in Artificial Intelligence for the Intelligent Contact Center by Aragon Research.

Each year, Aragon Research recognizes “noteworthy, visionary, and innovative” vendors who are disrupting traditional models and strategies in advancing AI for the intelligent contact center, conversational AI, and sales enablement.

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“Our goal at Observe.AI is to usher in a new generation of contact center worker that’s AI-empowered, constantly improving, and ultra-productive. This intelligent workforce will deeply understand customer needs, improve CX behaviors, and exceed business goals by an order of magnitude.”

“The dramatic market shifts of the last year have forced contact centers to adopt newly distributed hybrid/remote teams while accelerating persistent shifts in customer behaviors and needs. We’re proud to be recognized by Aragon for our intelligent workforce platform, which embeds our best-in-class AI and conversation intelligence into contact center workflows. The end result is a powerful feedback loop that empowers teams to distill business-improving insights from every customer interaction,” said Swapnil Jain, CEO and Co-Founder of Observe.AI.

“Our goal at Observe.AI is to usher in a new generation of contact center worker that’s AI-empowered, constantly improving, and ultra-productive. This intelligent workforce will deeply understand customer needs, improve CX behaviors, and exceed business goals by an order of magnitude.”

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Observe.AI transforms contact centers into key drivers of business growth with actionable intelligence on:

• 100% visibility into customer conversations, turning every interaction into a business-improving insight;
• Agent performance, maximizing team success alongside the employee experience;
• Business impact, elevating contact centers to drive positive results around revenue, customer experience, efficiency, and compliance.

With customers across verticals — including financial services and banking, insurance, retail, and healthcare — Observe.AI has demonstrated clear ROI outcomes for use cases such as:

• Revenue Generation & Growth – Businesses optimize every step of the sales process to drive engagement aligned with best practices and increase conversions.
• Customer Experience & Retention – Optimized agent performance improves processes, services, and offerings. This leads to high quality and consistent customer experiences.
• Operational Efficiency – Contact centers achieve higher productivity while reducing costs through AI and automation.
• Risk & Compliance – Businesses reduce risk and stay compliant with a fully auditable trail of accurate and secure customer conversations.