Observe.AI Expands Into Omnichannel Customer Experience Market With ScopeAI Acquisition

The leader in Contact Center AI announces new omnichannel conversation intelligence offerings that uncover new insights from customer interactions

Observe.AI, the leader in Contact Center AI, announced its entry into omnichannel conversation intelligence following its acquisition of ScopeAI, a company that automatically extracts actionable insights from customer conversations across chat, email, and social media. This announcement comes at the heels of Observe.AI’s monumental year of 300% revenue growth and a $50M Series B funding round led by Menlo Ventures, bringing the company’s total amount of funding to $89M.

The acquisition includes ScopeAI’s proprietary technology and integrations, as well as key product and engineering staff. ScopeAI CEO Natalie Abeysena will lead Observe.AI’s Omnichannel product line development. With the acquisition, Observe.AI’s Omnichannel product offerings have expanded to a full suite of voice and text-based conversation intelligence offerings that include purpose-built workflows for Quality Assurance and Agent Performance & Coaching, helping teams increase revenue generation, operational efficiency, and customer satisfaction.

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“Our expansion into Omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”

Text-based channels are gaining popularity as support channels among organizations because they are instant, accessible, and convenient. In parallel, contact centers have embraced digital customer experience channels because of their ability to efficiently absorb large volumes of simple support requests. Forrester Research says self-service CX channels like web chat can “speed up answer time, cut costs, and create better routing to agents.”¹

“The pandemic has shown that even the most well thought out digital transformation initiatives require human connection points to drive stellar customer experiences. I’m thrilled to extend our industry-leading AI into the world of Omnichannel, maximizing agent performance along with customer satisfaction,” says Swapnil Jain, Co-Founder & CEO of Observe.AI. “Our expansion into Omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”

Observe.AI will formalize its Omnichannel offering in Fall 2021, starting with web chat support channels. In the future, the company will expand its Omnichannel offering to include other channels, such as email support.

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With Observe.AI’s new offering, Contact Center operators will be able to achieve the following:

• Scale New Omnichannel Contact Center Initiatives From a Single Platform – Today businesses struggle with siloed quality assurance workflows across voice and text channels. Observe.AI gives teams 100% visibility across voice and text conversations with an integrated solution so that teams can evaluate a higher volume of conversations.
• Improve Customer Experience With Targeted Coaching Across Channels – Positive interactions with agents lead to higher customer satisfaction and brand loyalty. Observe.AI helps managers track and coach agent performance across voice and chat teams, leading to better business outcomes.
• Uncover Trends Across Voice and Text Conversations – Observe.AI brings operational efficiency across voice and digital customer experience teams. By consolidating voice and text performance metrics into one unified dashboard, companies have clear insights into cross-channel trends and business drivers to make business-improving decisions.

“We are thrilled to be joining forces with the Observe.AI team. Like ScopeAI, Observe has a passion for empowering CX leaders with data to make actionable, informed decisions,” says Natalie Abeysena, Co-Founder & CEO of ScopeAI. “Our shared values, rooted in customer experience and analytics, will open up new ways for Contact Centers to leverage AI to drive revenue and efficiency.”

¹ “The CX Professional’s Guide To Working With Contact Center Technologies And Leaders,” Forrester, April 29, 2021

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