An AI industry leader has today announced a partnership with UJET, the world’s first and only CCaaS 3.0 cloud contact centre provider, with the aim to deliver improved brand experiences to the market by leveraging the power of data, intelligence and automation.
Observe.AI will be the first workforce optimisation (WFO) solution in the UJET partner ecosystem, and in leveraging the company and UJET together, joint customers are able to solve common challenges faced with remote working such as quality, consistency, and visibility into agent performance.
This will be achieved with end-to-end quality assurance and coaching workflows, regardless of where agents are located.
“UJET’s customers are among the most innovative, forward thinking contact centres on the planet. They’ve chosen UJET because they’re looking for every edge they can gain and believe in the power of technology to drive meaningful changes to their customer experience, and the bottom line,” said Sharath Keshava Narayana, Co-founder & Chief Revenue Officer at Observe.AI. “Our customers have shared goals, and together we’re focused on introducing a more modern approach to both contact centre and quality management.”
“We’re thrilled to be partnering with Observe.AI to disrupt and improve the status quo for Customer Experience,” stated John Lynch, Chief Revenue Officer at UJET. “Our industry is at a phenomenal inflection point, as we’re finally seeing new investment in intelligent cloud technologies that go beyond just acquiring customers to truly caring for them after the sale. The team at Observe.AI shares our passion for better business results through improved customer communications and we’re excited to offer our combined solution to the market.”
Following the major shift to remote work in response to the COVID-19 pandemic, a staggering 43% of customer experience leaders believe more than half of agents will work from home even after offices reopen. Modern brands need to enable a frictionless, blended customer experience.