Swapnil Jain
Customer experience voice
16 stories · newest first · 1 in 2026 · 1 in the last 90 days
Contact Center AI Moves From Claims to Operating Proof
NiCE, Observe.AI, and Dialpad show how contact center AI is moving into healthcare, coaching, and fan service workflows.
Rob Wilkinson · 6 min read · 15 Sept 2026
Observe.AI Acquires Dubdub.ai, Aims to Pioneer the "Renaissance" of Voice in Customer Support
Observe.AI has acquired DubDub.ai, a generative AI technology company specializing in text-to-speech (TTS) and voice cloning. The acquisition will enhance Ob...
Floyd March · 3 min read · 25 Mar 2025
Apple Bails on Auto-Summarizations: Should Contact Centers Too?
Hallucinations have been the scourge of Agentic AI to date, with Amazon and Apple the latest companies to bail on Auto-Summarizations
Floyd March · 3 min read · 21 Jan 2025
Observe.AI Releases a Generative AI Suite, Fueled By a Contact Center LLM
Observe.AI has launched a Generative AI Suite powered by a contact center large language model (LLM) to enhance agent performance. That new 30-billion-parame...
James Stephen · 3 min read · 21 Jun 2023
Observe.AI Launches Real-Time Agent and Supervisor Assistance Tools
Observe.AI has released a real-time AI suite to assist agents with live guidance tools. In doing so, it aims to address the common challenges agents face bef...
Rebekah Carter · 2 min read · 8 Feb 2023
10 Ways Conversational Analytics Can Enhance Contact Center Performance
As customer expectations continue to evolve, companies are under increasing pressure to gain a deeper understanding of their clients, their needs, and the pa...
Rebekah Carter · 8 min read · 31 Oct 2022
Conversational Analytics: Trends, Use Cases, and Predictions
To thrive in today’s customer-focused landscape, many businesses are attempting to get closer to customers, understand their preferences, and uncover their n...
Rebekah Carter · 15 min read · 20 Oct 2022
Observe.AI Launches a New Analytics Capability
Observe.ai has launched Reporting & Analytics – a new capability that provides an overview of conversation intelligence and contact centre performance. An ad...
Sandra Radlovački · 1 min read · 30 Aug 2022
48% of Contact Center Leaders Feel “Unprepared” for the Future
Rising technology spending should be a cause for celebration. Yet, many contact centers are keeping the champagne on ice as concerns for the future grow. Ind...
Charlie Mitchell · 2 min read · 30 Jun 2022
Observe.AI Launches a Quality Assurance Automation Solution
Intelligent workforce platform Observe.AI has launched Auto QA – an adaptive automation feature made to improve agent performance and increase customer satis...
Sandra Radlovački · 1 min read · 25 May 2022
Observe.ai Raises ‘Largest-Ever’ Series C for Contact Centre AI
Intelligent workforce platform Observe.AI has closed a $125 million Series C funding round led by SoftBank Vision Fund 2 with participation from Zoom. The co...
Sandra Radlovački · 1 min read · 13 Apr 2022
Observe.ai Launches a New Offering for B2C Sales Teams
Observe.ai has launched a new offering for high-volume B2C sales teams. The company says its latest solution allows teams to track behaviours that lead to su...
Sandra Radlovački · 1 min read · 17 Feb 2022
Observe.AI Launches Platform to Drive Next-Gen Contact Centres
Observe.AI has debuted its Intelligent Workforce Platform, a new way for contact centres to reach unprecedented levels of productivity and breakthrough busin...
Carly Read · 2 min read · 20 Oct 2021
Observe.AI Acquires ScopeAI
Observe.AI, the leader in contact centre AI , announced its entry into omnichannel conversation intelligence following its acquisition of ScopeAI, a company ...
Sandra Radlovački · 2 min read · 2 Sept 2021
New Research Predicts Bright Future for Contact Centres
A new report released today by Observe.AI reveals that many contact centre leaders feel optimistic about the future. The report titled “Post-Pandemic Contact...
Sandra Radlovački · 3 min read · 21 Apr 2021
Observe.AI and Microsoft Join Forces to Redefine CX
Contact centre AI leaders Observe AI has announced that they have joined forces with Microsoft to bring the power of automation and AI to enhance customer ex...
Carly Read · 2 min read · 3 Feb 2021