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 |
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.
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Vendor terms and conditions
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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
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.
Legal Services
Revolutionized Compliance Workflow, Minor Offline Access Issues
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
My favorite feature of Observe.AI is its legal-specific sensitive data detection paired with purpose-built audit logging, two capabilities that directly address the core compliance burdens we face at Hoffmann Legal Solutions while adhering to state bar rules and GDPR for international clients. Unlike generic business call recording software that only flags basic emails and phone numbers, this tool scans live transcribed client calls to single out legally protected information including full client legal names, medical injury records, undisclosed settlement amounts, EU residential addresses, and confidential opposing party details. Before this automation, I would spend three hours every day manually reading hundreds of transcript pages to redact these details, carrying constant risk of human error that could trigger regulatory penalties. Its specialized audit trail system transforms our quarterly inspection preparation entirely. Every recorded consultation stores complete staff usernames, precise timestamps, case reference links, and data risk labels, all filterable and exportable in a few clicks. During our last bar audit, regulators requested full proof of our client communication data governance, and I generated a complete, structured report within minutes—something that once required two full workdays of sorting disjointed audio files and Excel trackers. I also value its intuitive auto-categorization tagging, which automatically groups calls by civil litigation, cross-border GDPR intake, and contract consultations. Our paralegals can retrieve case-related transcripts without complex setup, and the platform avoids bloated irrelevant enterprise features common on the market. By centering confidentiality and traceability for legal teams, Observe.AI drastically cuts repetitive administrative labor and delivers permanent, inspector-ready evidence of secure client data handling all year long.
What do you dislike about the product?
The most disruptive limitation of Observe.AI for my field compliance work is its full cloud dependency with no offline access of any kind, creating consistent workflow delays when I travel to meet remote clients across multiple U.S. states. Many of these meeting locations are rural or private office suites with unreliable cellular service and limited Wi-Fi connectivity. On a recent trip, I discovered conflicting details in a client’s injury claim paperwork and intended to cross-reference past recorded intake calls inside Observe.AI to verify prior settlement conversations. Without internet, I could not pull up any historical transcripts or scan stored recordings at all. I had to rely on unorganized handwritten notes and postpone formal case file revisions until returning to our office, pushing back our compliance review timeline by an entire business day. A lightweight offline desktop agent with encrypted local log caching would eliminate this major bottleneck. A second recurring pain point is inconsistent transcription accuracy during complex legal dialogue. The AI frequently mislabels speaker attribution between attorneys and clients, misinterprets niche legal statutes, and fails to catch nuanced confidential manufacturing or settlement language. Even after the automatic privacy scan finishes, I must proofread every transcript batch to fix misattributed lines and manually mark overlooked sensitive data, adding roughly two hours of mandatory corrective work each week during our busiest audit quarters. These two gaps force unnecessary manual labor and slow down our client intake compliance processes whenever I work outside our firm’s stable office network.
What problems is the product solving and how is that benefiting you?
Observe.AI eliminates two major pain points that once dominated my daily compliance records workflow at our small legal firm, while ensuring full adherence to U.S. bar privacy standards and GDPR for cross-border clients. Before adopting this platform, our team captured client consultations on outdated Avaya recording hardware, and I was tasked with fully manual transcription, line-by-line redaction of protected client information, and disjointed audit logging tracked across separate Excel spreadsheets. This repetitive administrative work consumed multiple full workdays ahead of every annual regulatory audit and created constant risk of accidental exposure of confidential settlement figures, medical records, and personal client data. Now, Observe.AI automatically transcribes all intake calls and runs real-time privacy screening to flag regulated sensitive content, cutting nearly all manual redaction labor and lowering the risk of costly compliance violations. The platform generates unified, timestamped audit trails tied to individual case files and staff accounts, which I can filter and export instantly for inspectors without sorting through scattered archives. Its auto-grouping feature sorts transcripts by legal practice area, streamlining long-term case file archiving for our paralegal team. While the lack of offline access and imperfect legal transcription accuracy create minor weekly bottlenecks requiring manual fixes, the platform delivers transformative overall value: it reduces my repetitive paperwork burden, standardizes secure client communication governance firm-wide, and lets our small compliance team shift focus to high-priority legal risk management instead of tedious manual document sanitization and log tracking.