Sold by: Observe.AI
Deployed on AWS
At Observe.AI, we help businesses and their customers unlock extraordinary outcomes by using AI to drive real impact at scale. Our Post-interaction AI suite analyzes 100% of customer interactions in the contact center to surface insights across the enterprise, and drive winning behaviors in the contact center that increase revenue, improve retention, and optimize efficiencies and compliance.
4.6
Overview
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Observe.AI Auto QA
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Observe.AI Manual QA
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Observe.AI Coaching
Get a line of sight into every customer interaction across all channels, and surface key insights and learnings that draw out the best in your agents. By leveraging Observe.AI best-of-class conversation intelligence platform, our Post-Interaction AI suite identifies issues and opportunities present in customer interactions through consistent and objective performance evaluations, leading to more effective agent coaching, greater customer experience, reduced operational costs, and better compliance.
Make QA work for you Fully automate your QA through our AI-powered solution to analyze 100% of all customer conversations across all channels, and easily identify key topics and critical moments that matter so you can reduce scorecard review times by 40%. Achieve unmatched accuracy and QA automation with calibration and evidence, so your analysts can refocus on reviewing questions with greater complexity that require a more human touch, all at scale. Easily surface recurring issues and pain points in the customer journey with advanced analytics, and proactively take steps to drive better business outcomes.
Coach on data, not on hunches Turbocharge your ability to provide effective coaching at scale with the power to analyze all customer conversations. Supervisors can leverage data-driven insights and trends, and turn these learnings to deliver targeted coaching that pinpoint specific areas for improvement with timely feedback. Easily track and monitor individual and team progress, and identify winning behaviors that can be replicated at scale that lead to better performance and accountability by setting teams up for success.
Seamless collaboration between AI and human agents Under our single AI platform, Post-Interaction AI insights can provide dynamic, live guidance to human agents in real time, and can quickly design, test, and deploy AI agents based on the best behaviors and practices of top performing agents. Our ability to impact every touchpoint in the customer journey from end-to-end empowers business leaders to transform contact centers from cost centers to value centers.
Highlights
- Accelerate QA evaluations with high accuracy: Auto QA leverages our AI-powered conversation intelligence platform to record, transcribe, and analyze 100% of customer conversations. Surface key topics and critical moments within interactions to accelerate objective and effective QA efforts. Eliminate the need to complete time-consuming scorecards for routine evaluations with evidence-backed calibration, and use Manual QA to simplify QA workflow management for all teams at scale.
- Bring out the best in every agent: Coaching provides a holistic view of all agent performances, and effectively monitors and tracks the performance, trends, and progress of individuals and teams of agents across all KPIs and relevant metrics. Supervisors can leverage data-driven insights and evaluation scores to deliver timely, personalized coaching based on consistent behaviors, not outliers, to set their teams up for greater success.
- Turn conversation intelligence into actionable insights: Advanced business analytics and powerful reporting tools allow contact center leaders to surface underlying issues, investigate trends, and inform strategic decisions that lead to better outcomes. Take advantage of out-of-the-box and custom dashboards to showcase insights, including GenAI-powered sentiment analysis and contact reasons to quickly take proactive measures that drive better customer experience and real business results.
Details
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Delivery method
Deployed on AWS
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Introducing multi-product solutions
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Number of Agents | Pricing is based on per Agent per month. | $828.00 |
Vendor refund policy
Customer my cancel or amend their contract after the end date of the current term. During the term of an active subscription, no refunds will be provided.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
A ticket with the Technical Support team can be created via the Help Center: Visit the Observe.AI Help Center (https://help.observe.ai/hc/en-us ) to create a support ticket.
Once a ticket is created, the respective user can track updates directly via the Help Center.
Our team is available globally, spread across NA, EU, and APAC via different channels i.e. email, phone, and help center. Delivering well-defined operational processes and SLA, and a Customer Satisfaction score of > 94%.
Observe.AI offers comprehensive implementation support to ensure clients maximize the platform benefits beyond onboarding. This entails a dedicated project-team that assists with setup, training, and addressing technical issues, facilitating a smooth transition and ongoing operation. Clients also have access to tutorials, webinars, and documentation to optimize platform utilization. A dedicated Customer Success Manager and Technical Success Manager are assigned to provide assistance centered on technical help - including integrated channel updates and changes, change management, and ROI opportunities.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Entertainment
Strong Partnership for Resolving Complex Issues
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
I really enjoy the partnership with the team on resolving complex issues.
What do you dislike about the product?
There are things that don't fully work how we'd hope I do not know if it is the technology as a whole versus OAI. For example, the AI is not intelligent enough to determine tone correctly at a high enough percentage to use that in our AQA
What problems is the product solving and how is that benefiting you?
It helps us with AQA
Sanskar T.
Powerful Real-Time Coaching and Call Insights, but Setup and Cost Can Be Hurdles
Reviewed on Jul 22, 2026
Review provided by G2
What do you like best about the product?
1. *Real-time help* - Gives agents answers and coaching during calls
2. *Full call review* - Analyzes 100% of calls, not just a few samples
3. *Clear insights* - Shows what customers actually care about and why deals are won/lost
*Benefit:* Teams close faster, train new reps quicker, and improve customer experience without extra manual work.
2. *Full call review* - Analyzes 100% of calls, not just a few samples
3. *Clear insights* - Shows what customers actually care about and why deals are won/lost
*Benefit:* Teams close faster, train new reps quicker, and improve customer experience without extra manual work.
What do you dislike about the product?
1. *Cost* - It’s priced for mid-size and enterprise teams. Can be expensive for smaller contact centers.
2. *Setup + integrations* - Takes time to connect properly to your phone system and CRM. Out of the box it’s not always plug-and-play.
3. *AI accuracy varies* - Transcripts and sentiment are good, but with accents, crosstalk, or industry jargon it can still miss things. You still need humans to spot-check.
2. *Setup + integrations* - Takes time to connect properly to your phone system and CRM. Out of the box it’s not always plug-and-play.
3. *AI accuracy varies* - Transcripts and sentiment are good, but with accents, crosstalk, or industry jargon it can still miss things. You still need humans to spot-check.
What problems is the product solving and how is that benefiting you?
1. *Manual QA* - Reviews 100% of calls instead of just 2-3%
2. *Agent training* - Gives real-time coaching and answers during calls
3. *No visibility* - Turns conversations into data: trends, objections, sentiment, compliance issues
*How it benefits:*
Teams ramp new agents faster, improve customer experience, and find out what's actually working in sales/support without managers having to listen to hours of calls.
2. *Agent training* - Gives real-time coaching and answers during calls
3. *No visibility* - Turns conversations into data: trends, objections, sentiment, compliance issues
*How it benefits:*
Teams ramp new agents faster, improve customer experience, and find out what's actually working in sales/support without managers having to listen to hours of calls.
Anonymous
A Spectacular Time Saving with Observe.AI
Reviewed on Jul 21, 2026
Review provided by G2
What do you like best about the product?
I like how much time Observe.AI saves us. Before, we had to take a sample of the calls to analyze them, but now we can analyze them all together. Also, it was very easy to set up.
What do you dislike about the product?
everything works well
What problems is the product solving and how is that benefiting you?
Observe.AI saves us a lot of time in call analysis, as before we analyzed a sample and now we can review them all together in an automated way.
Mohit S.
Streamlined Call QA with Room for Improvements
Reviewed on Jul 21, 2026
Review provided by G2
What do you like best about the product?
I really appreciate how easy Observe.AI makes it to monitor call quality at scale. The automated QA is something we use a lot, along with call transcriptions and coaching insights. The initial setup was fairly easy and the integrations were smooth, which is definitely a plus. We use it with CRM, contact center software, and collaboration tools, which helps streamline workflows.
What do you dislike about the product?
I find the learning curve to be a bit steep for new users, and I feel that the report customization could be more intuitive. The onboarding process could be improved with more interactive product walkthroughs and product-based tutorials.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to review customer calls, automate QA, and coach agents more effectively. It eliminates the manual effort of reviewing calls, ensures consistent quality evaluations, and helps improve agent performance.
Muskan A.
Streamlines Call Analysis with Easy Insights
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I like how Observe.AI provides easy-to-use, clear insights from customers. It's also really helpful that it makes finding important conversations quick and easy. The quick search and filter features help me find specific calls in seconds instead of doing it manually. The initial setup was straightforward and easy to log in.
What do you dislike about the product?
The dashboard could be more customizable. I would like to have more filtering options and more customizable reports.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to analyze support calls, improving agent performance with clear insights. It enhances call quality, saves time on manual reviews, and the quick search filters help find important conversations in seconds.