Observe.ai, a conversational intelligence platform used by the call centers of brands such as Concentrix and 23andMe, announced it has acquired ScopeAI in a move designed to streamline its entrance into omnichannel customer experiences.
ScopeAI works by sorting and analyzing information gathered from customer interactions via email, conversation, messages, and social media. The solution then takes it a step further and compares the data with trends to determine the best strategies for customer interactions.
“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,” said 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.”
Recently, call center environments have drastically changed. Many employees are now remote and demand for quality customer interactions is high. To be able to take advantage of interactions, customer-facing teams need to know how to optimize their strategies using data from previous experiences.
With the acquisition, Observe.ai gives its users access to a comprehensive array of text and voice conversation intelligence tools, helping teams increase both revenue and customer satisfaction. The partnership enhances Observe.ai’s existing AI speech recognition software and helps companies organize their conversation metrics.
The acquisition continues a year of major growth for Observe.ai. In the past year, the platform has grown its revenue 300 percent and secured $50 million in Series B funding.
“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,” said 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.”