Observe.ai has launched Reporting & Analytics – a new capability that provides an overview of conversation intelligence and contact centre performance.
An addition to Observe.AI’s intelligence workforce platform, the capability offers interactive visualisations that contain insights on key metrics, including positive and negative customer experience drivers, customer sentiment, and coaching and revenue opportunities.
By giving a holistic view of various conversation and contact centre data, Reporting & Analytics lays out various dashboards that help multiple company departments – such as sales and QA – establish a thorough understanding of business performance.
Moreover, users can investigate trends, test hypotheses, and turn intelligence into actionable insights.
Explaining how the company empowers contact centres to utilise conversation intelligence, Swapnil Jain, CEO and Co-Founder of Observe.AI, said: “When it comes to activating contact center conversation intelligence, Observe.AI stands apart in two key areas.
“Firstly, the unparalleled accuracy and integrity of our interaction data, which represents a goldmine of customer experience insights.
