Sold by: Observe.AI
Deployed on AWS
Observe.AI Screen Recording provides contact center supervisors with full visibility into all customer conversations, captured via the agents desktop behaviors and activities. Screen Recording completes the picture by providing comprehensive understanding into the true challenges faced by agents, unlocking their performance through targeted coaching and performance feedback.
4.6
Overview
Contact center QA is often limited to call audio and transcript text when evaluating customer interactions. Without visibility into an agents on-screen activity, supervisors and managers are lacking scope of what happened during extended moments of silence, whether the agents followed standard protocols, or captured the right information during and after the call. This is especially the case when agents are working in hybrid or remote office environments, and walking the floor or seeing calls as they happen is not always an option.
Observe.AI Screen Recording gives supervisors and managers the comprehensive visibility they need into agent activities and behaviors with on-screen recordings for the agent desktop. Get the full picture to QA any conversation by pinpointing the exact moment in question on-screen with synchronized audio and transcripts, and identify new opportunities to improve agent performance, workflow efficiencies, and verify compliance through more targeted coaching and greater accountability.
Our Screen Recording app is a powerful yet lightweight solution that is built on AWS. With lean system requirements, easy installation and centralized administration, it is designed to be deployed efficiently across thousands of agents at scale without requiring additional engineering efforts or IT support. The app works seamlessly with your core tech stack, and captures on-screen activities for users of Windows OS, MacOS, or Chrome OS desktop or browser apps.
With Observe.AI, your agents remain focused on serving the customer, and not distracted with manipulating screen controls. With SSO and persistent login, automated redaction for PCI/PII data, and dual-screen monitoring, get continuous on-screen monitoring and video footage so that there is comprehensive transparency and accountability for upholding compliance as well as identifying more areas for performance improvement.
Observe.AIs Screen Recording app is a robust, secure, and efficient solution, and is designed to seamlessly integrate with your contact center operations through our Post-Interaction AI suite. Contact us today.
Highlights
- Light-weight, centralized administration: Efficiently deploy across thousands of agents with centralized installation, easy management, and auto-updates. No additional engineering effort is required to maintain this solution beyond the initial rollout and configuration, empowering IT administrators to stay focused on other pressing tasks at hand.
- Zero hassle for agents: From the moment agents log in, the app runs in the background to capture all screen recordings with no need to initiate or terminate the recordings on the agents part. They can remain logged in for extended periods with SSO and persistent login. Relevant screen recordings are attached to the interaction during the post-processing phase, making for a no-hassle experience for the agent.
- Automated redaction: Configure automated redaction rules per compliance requirements, so sensitive PCI and PII information can be fully masked on agent browser and desktop apps. Safeguard customer data for all on-screen recordings and ensure compliance without any manual intervention from the agent.
Details
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Delivery method
Deployed on AWS
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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 the number of Agents per month. | $144.00 |
Dimensions summary
This listing uses a single pricing dimension based on the number of Agents (users) per month. You pay per agent, so your cost scales directly with how many agents you enroll. Because this is a contract, you commit to a set agent count for the term. Adding more agents raises your total; fewer agents lowers it. There are no separate tiers or usage add-ons to choose from. The screen recording capability captures agents' desktop activity during customer interactions across your team.
Top-of-mind questions for buyers
An Agent is one user account enrolled on the screen recording platform, typically a contact center representative whose desktop activity is captured during customer interactions. You are billed per Agent each month, so each enrolled user counts as one billable unit regardless of how many interactions they handle.
Your cost scales with the number of enrolled Agents per month. Adding Agents raises your total; removing them lowers it. Centralized administration lets you install, manage, and update access across many Agents at once. Any change to your committed count should be confirmed with the vendor for the contract term.
The screen recording capability captures agents' desktop activity during customer interactions. Features include side-by-side dual-screen recording, automated PCI and PII redaction on browser and desktop apps, and centralized administration. Pricing is based only on the number of Agents per month, not on separate feature add-ons.
www.observe.ai
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Vendor refund policy
After the end date of the subscription, the customer may cancel or amend the terms. During the term of an active subscription, no refunds will be provided.
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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
Vendor 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
Shawez A.
Easy and Helpful for Call Reviews
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI makes call review quick and easy. It saves us time by highlighting the important parts of each call, so we do not have to listen to every recording from start to finish.
What do you dislike about the product?
The dashboard can feel a bit busy at first, and I think it could be a little simpler and easier to use.
What problems is the product solving and how is that benefiting you?
Observe.AI helps us review customer support calls faster, saving time by highlighting important parts so we don't have to listen to every call from start to finish.
Matshediso R.
Observe.AI Saves Time and Enhances Customer Interaction
Reviewed on Jul 29, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI saves time for me. I don't have to think hard—I just ask Observe.AI and it's always there. I like how it evaluates my customer interactions and reduces the time spent on manual quality assurances, which helps with a lot of things. Since I work a lot with clients and customers, using Observe.AI saves me time on doing most of the paperwork manually. It's very easy to use and straightforward. You don't need to be an IT guru to know how to use it. Setup was also very easy, everything was just straightforward.
What do you dislike about the product?
I like everything
What problems is the product solving and how is that benefiting you?
I use Observe.AI to assist with my record of advice, making my documents professional and resolving client complaints. It saves me time by handling paperwork and manual quality assurances, evaluates customer interactions, and helps me remember client tasks.
Anonymous
Empowers Teams with Comprehensive Insights
Reviewed on Jul 29, 2026
Review provided by G2
What do you like best about the product?
I really like the fast time to adoption with Observe.AI. The breadth of coverage of features is impressive and makes it useful across different teams. Gen AI summarization is another feature I find helpful. The support responsiveness is worth noting too; I don’t feel like we’re stuck in a ticket queue waiting for help.
What do you dislike about the product?
The reporting section could be more self-serve. Right now, the setup itself requires data literacy to some extent. The initial setup took some effort, and while the product has depth, that depth can be a burden for teams setting up.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to consolidate multiple tools for tracking metrics, improving roadmap planning, call audits, and AHT tracking. It captures all calls, not just samples, which is a big plus. Its fast adoption and Gen AI summarization are very helpful.
Atharva S.
Intuitive AI Insights That Streamline Call Reviews and Coaching
Reviewed on Jul 27, 2026
Review provided by G2
What do you like best about the product?
What I like best about Observe.AI is its ability to turn customer conversations into actionable insights using AI. The interface is intuitive, making it easy to review calls, track agent performance, and identify coaching opportunities. Its speech analytics and automated quality assurance significantly reduce the manual effort required to evaluate customer interactions while maintaining consistency. The platform integrates well with contact center ecosystems, performs reliably even with large volumes of conversations, and provides valuable AI-driven insights that help improve customer experience and agent productivity. The onboarding resources and documentation also make it relatively easy for teams to start using its capabilities effectively.
What do you dislike about the product?
While Observe.AI is a powerful platform, some of its advanced analytics and AI features can take time to fully understand, especially for new users. The interface is generally intuitive, but navigating large volumes of conversation data or configuring custom dashboards can feel overwhelming initially. I would also like to see more flexibility in reporting, additional integrations with niche business tools, and greater transparency into how certain AI-generated insights are derived. Although performance has been reliable, expanding onboarding resources and providing more guided recommendations for first-time users would make the overall experience even better.
What problems is the product solving and how is that benefiting you?
Observe.AI solves the challenge of manually reviewing and analysing customer conversations by using AI to automate quality assurance, speech analytics, and performance evaluation. Instead of listening to large numbers of calls individually, I can quickly identify trends, compliance issues, customer sentiment, and coaching opportunities through AI-generated insights. This has helped reduce manual effort, improve consistency in evaluations, and speed up decision-making. Its integrations with existing contact centre tools, reliable performance, and intelligent analytics also improve team productivity and deliver strong ROI by enabling more efficient customer support operations.
Mitali V.
Observe.AI Turns Customer Calls into Actionable Coaching Insights
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
What stands out most about Observe.AI is how effectively it turns customer conversations into actionable coaching insights. Rather than relying on manual spot-checking, the platform automatically transcribes, summarizes, and evaluates 100% of customer calls. Its automated Quality Assurance (QA) logic and sentiment analysis quickly surface compliance risks and key friction points. Combined with real-time agent guidance, it enables supervisors to deliver more targeted coaching with clear supporting evidence. By reducing manual review time while improving consistency and accelerating training, Observe.AI helps convert raw interaction data into measurable team growth.
What do you dislike about the product?
What i dislike most is the setup friction and gaps in transcript accuracy. The initial auto-scoring and workflow configuration often require significant tuning to avoid false compliance flags, especially when dealing with custom industry jargon or thick accents. In addition, while the high-level dashboards provide strong insights, digging into more granular, customized reports can feel rigid and less intuitive. Smaller teams may also find the cost high relative to their call volume, which can make the initial onboarding and investment feel steep before they see the full efficiency gains.
What problems is the product solving and how is that benefiting you?
Observe.AI solves my biggest contact center headache: we were only reviewing 1–2% of calls and missing critical details. By automatically analyzing 100% of our customer interactions, it quickly surfaces compliance risks and recurring points of customer friction.
For our team, the impact is immediate in terms of efficiency. Automated call summaries and post-call notes save us a lot of time on administrative work. At the same time, real-time prompts help guide us through complex calls, and supervisors get concrete data to provide meaningful coaching instead of relying on guesswork. Overall, Observe.AI reduces repetitive tasks, helps cut down handle time, and gives us clear insights to improve every conversation.
For our team, the impact is immediate in terms of efficiency. Automated call summaries and post-call notes save us a lot of time on administrative work. At the same time, real-time prompts help guide us through complex calls, and supervisors get concrete data to provide meaningful coaching instead of relying on guesswork. Overall, Observe.AI reduces repetitive tasks, helps cut down handle time, and gives us clear insights to improve every conversation.