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.
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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
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.
Shawez A.
Streamlined Call Analysis, Effective Coaching
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I use Observe.AI to analyze customer support calls and improve agent performance. It makes reviewing calls much easier and saves us time on manual call reviews. I also find that it helps us identify coaching opportunities and monitor call quality, making coaching much more effective. The setup was straightforward, which was a nice bonus.
What do you dislike about the product?
I find that sometimes the insights need a quick manual check, but overall it works well.
What problems is the product solving and how is that benefiting you?
Observe.AI helps us analyze support calls, improve agent performance, and maintain quality. It identifies coaching opportunities, monitors call quality, and saves time on manual reviews. It makes call reviewing easier and coaching more effective.
Telecommunications
Automated Call Grading That Clarifies CSR Performance Trends
Reviewed on Jul 17, 2026
Review provided by G2
What do you like best about the product?
It grades our calls for us instead of manually listening to each call. It gives us a better picture about a CSR performance if a problem is a one-off or is a pattern.
What do you dislike about the product?
I don't have anything I dislike at this time.
What problems is the product solving and how is that benefiting you?
Efficiency. Ability to search for specifics. Able to breakdown calls into moments that are trackable.
Warehousing
Great Concept, But Reliability Falters on Complex Tasks
Reviewed on Jul 17, 2026
Review provided by G2
What do you like best about the product?
The concept is great - execution needs work...
What do you dislike about the product?
Doesn't always work as promoted. Basic task = fine but complex = issues
What problems is the product solving and how is that benefiting you?
Helps call attention to accuracy
Market Research
Companion Agent Turns Observe.AI into Powerful Real-Time In-Call Support
Reviewed on Jul 11, 2026
Review provided by G2
What do you like best about the product?
The standout feature is Companion Agent, which transforms Observe.AI from passive call analysis into real-time, in-call support. It provides frontline agents with customer context before the call starts and offers live guidance, knowledge lookup, and compliance prompts during the call itself.
What do you dislike about the product?
i personally faced some issues with sentiment accuracy and setup complexity; the AI isn't always able to accurately read tone and emotion, and setting up the platform to maximize its benefits takes time.
What problems is the product solving and how is that benefiting you?
Observe.AI addresses contact center challenges such as slow manual Quality Assurance (QA), low call coverage, and subjective coaching. By using Real-Time AI, it automatically scores 100% of calls, offers live guidance, and generates post-call summaries, helping reduce agent burnout and speed up issue resolution.