Observe.AI, the leader in contact centre 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.
The announcement comes at the heels of Observe.AI’s record year of 300% revenue growth and a $50M Series B funding round led by Menlo Ventures. The company’s total amount of funding is valued at $89M.
The acquisition will expand Observe.AI’s Omnichannel product offerings to a full suite of voice and text-based conversation intelligence offerings that include purpose-built workflows for Quality Assurance and Agent Performance & Coaching.
Swapnil Jain, Co-Founder & CEO of Observe.AI, said:
“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.”
“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.”
In the future, the company will expand its Omnichannel offering to include other channels, such as email support.