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
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
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 |
Dimensions summary
This listing uses a single pricing dimension based on the number of agents (users). You pay a set rate per agent, per month, under a contract term. Your total cost scales directly with how many agents you enroll. Add more agents and the monthly charge grows in proportion; reduce agents and it falls. There are no separate tiers, usage add-ons, or instance sizes to choose from. Pricing is driven entirely by your agent count, making it straightforward to estimate as your contact center team size changes.
Top-of-mind questions for buyers
An agent is a contact center user enrolled in the product. Each person handling customer calls, chats, or emails counts as one agent. Billing is based on the number of enrolled agents, charged per agent each month under your contract.
Your charge scales with your enrolled agent count. Adding agents raises the monthly charge in proportion to the per-agent rate. Removing agents lowers it. For how mid-term changes are applied within your contract, confirm the specifics with the vendor.
No. Pricing is driven solely by the number of enrolled agents, not by interaction volume. The product can analyze all customer conversations without altering your per-agent monthly charge. Your bill reflects agent count alone, regardless of how many calls or chats are processed.
www.observe.ai+1
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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
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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
Kabir S.
Streamlines Call Monitoring with Insightful Analytics
Reviewed on Sep 04, 2026
Review provided by G2
What do you like best about the product?
I really appreciate how Observe.AI makes it easy to get useful insights from customer conversations without having to manually listen to every call. The analytics are great for spotting trends and coaching agents, saving our team a lot of time. It's also valuable how the trend insights help identify recurring customer concerns and areas where agents may need more coaching. The initial setup was fairly straightforward, and the onboarding process was helpful, which allowed our team to start using it without much difficulty.
What do you dislike about the product?
One area that could be improved is the accuracy of some of the insights, as they can occasionally need a bit of manual review or context. The platform can also take some time to get fully comfortable with all the features. These issues are not major but include accuracy challenges when conversations have background noise or multiple speakers, and a learning curve with the numerous features available.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to access insights from customer conversations, allowing us to improve call monitoring, detect recurring issues, enhance agent performance, and efficiently manage quality without manual call reviews. It saves time and ensures consistent quality monitoring.
Computer Software
Helpful for understanding customer conversations
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
Honestly, I like that it helps me go through customer calls without having to listen to every call from start to finish. The insights are useful and make it easier to spot things that need attention.
What do you dislike about the product?
Sometimes there’s a lot of information to go through, especially when reviewing a lot of calls. It can take a little time to find exactly what I’m looking for.
What problems is the product solving and how is that benefiting you?
It helps me review customer calls faster and find problems in conversations without listening to everything manually. The main benefit is saving time and getting a better idea of what customers are saying and where the team can improve.
Samay S.
Observe.AI Delivers Fast, User-Friendly Call Insights for Better Coaching
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
What I like most about Observe.AI is how it can automatically analyze calls and surface key insights that would otherwise take a lot of time to dig up manually. The platform feels user-friendly and accurate, and it genuinely helps improve customer service quality by enabling better coaching and clearer performance tracking. The value is excellent compared to the cost. The automation, call insights, and quality monitoring features save a significant amount of time and help improve team performance, making the investment worthwhile.
What do you dislike about the product?
Overall, Observe.AI is very useful, but I’ve noticed that transcription accuracy can sometimes be inconsistent, especially on complex calls or when the recording quality is poor. Some of the more advanced features also come with a learning curve. In addition, I’d like to see more customization options for reporting and dashboards so they can better match different needs.
What problems is the product solving and how is that benefiting you?
Observe.AI helps automate call reviews and quality monitoring, which saves time and delivers actionable insights. As a result, it’s easier to improve agent performance, enhance the customer experience, and make more data-driven decisions based on what’s happening in real calls.
Abhishek Ranjan S.
Effortless Monitoring with Accurate Insights
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
I like how Observe.AI provides AI-powered insights that make it easier to monitor and analyze customer interactions, evaluate agent performance, and identify areas for improvement. It helps me reduce the time needed for manual reviews and makes it easier to understand customer feedback. The user-friendly interface is a big plus, allowing for quick access to conversation data and identification of key trends. The accurate insights and ease of use in quality monitoring and coaching make the process more efficient. The initial setup was straightforward with an intuitive interface, and I appreciate the improved automation and actionable insights that help in performance tracking. Overall, I’m impressed with how Observe.AI brings together conversation insights with our existing workflow, enhancing efficiency and making performance monitoring more effective.
What do you dislike about the product?
I find that the accuracy of AI-generated insights in some complex conversations could be improved. I would also like to see more customization options for reports and dashboards, along with faster navigation when reviewing a large number of interactions.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to monitor and analyze customer interactions, evaluate agent performance, and improve service quality. It reduces manual review time, identifies performance gaps, and helps track trends efficiently while enhancing ease of use and delivering accurate insights.
Tariq .
Transforms Conversations into Actionable Insights Effortlessly
Reviewed on Aug 27, 2026
Review provided by G2
What do you like best about the product?
I like how Observe.AI quickly turns customer conversations into actionable insights. Its call analysis and quality monitoring features help me spot trends, highlight coaching opportunities, and improve agent performance without requiring extensive manual review. I also appreciate how it assists in improving call quality and monitoring agent performance efficiently. The initial setup was very easy.
What do you dislike about the product?
I like Observe.AI for its quick, useful insights, but its analytics could be more customizable, easier to navigate, and contextually accurate.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to monitor customer interactions, evaluate call quality, and gain insights. It helps with quality assurance and agent performance by turning conversations into actionable insights, identifying trends, and improving call quality without extensive manual review.