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
Ayush A.
Observe.AI Turns Customer Conversations into Actionable Insights
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
What I like most about Observe.AI is its ability to transform customer interactions into actionable insights. Its AI-driven conversation analysis, real-time monitoring, and automated quality assessments help improve agent performance, identify trends, enhance customer experiences, and drive operational efficiency.
What do you dislike about the product?
What I dislike most about Observe.AI is that the platform can sometimes feel complex to navigate, especially for new users. Certain features may require additional training and customization, and occasional inaccuracies in AI-generated insights can require manual review and validation.
What problems is the product solving and how is that benefiting you?
Observe.AI solves the challenge of manually reviewing and analyzing large volumes of customer interactions. As a CA, it helps me identify process gaps, monitor compliance, assess risks, and gain actionable insights faster, improving audit efficiency, accuracy, and overall decision-making.
Prajwal N.
Does Observe.AI Live Up to the Hype? An Honest Review
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
The implementation was more involved than I expected. Getting it properly integrated with our legacy phone system took longer than promised, and the onboarding assumed more technical sophistication on our side than we had. If you've got a smaller IT team, budget extra time.
What do you dislike about the product?
Implementation Complexity: The search results and product positioning suggest it's not a simple plug-and-play solution. Integration with legacy systems can be time-consuming, which means smaller teams or those with limited technical resources may struggle.
What problems is the product solving and how is that benefiting you?
Observe.AI solves the problem of inefficient contact center operations by automating quality assurance across all customer calls, providing real-time coaching to agents, and deploying AI to handle routine interactions—allowing businesses to reduce labor costs, improve customer satisfaction, scale faster, and ensure compliance without sacrificing service quality. For organizations using it, this translates to shorter resolution times, fewer repeat calls, happier customers, and the ability to grow without proportionally increasing headcount.
Nks P.
Streamlined QA, Boosted Customer Satisfaction
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI significantly reduced manual call scoring and allows us to evaluate 100% of customer interactions. Team leads can easily identify skill gaps and deliver targeted feedback to improve agent performance. The clear and customizable reporting makes tracking KPIs effortless. Observe.AI streamlines our customer support workflows tremendously. The automated scorecards and deep analytics help us instantly pinpoint customer pain points and compliance risks, making it an indispensable tool for any scaling team focused on quality assurance and agent growth. I find the exceptional speech analytics and automated QA have greatly increased our coaching efficiency and elevated overall customer satisfaction. Connecting Observe.AI to modern CCaaS platforms and CRMs is standard and done via turnkey APIs, which is fast and convenient. The setup process is largely efficient, taking days or weeks rather than months.
What do you dislike about the product?
I find that while standard accents perform well with Observe.AI, heavy regional dialects or specialized industry vocabulary, like medical codes or legal disclosures, sometimes need manual correction or custom vocabulary training. We also experience issues where cross-talk, low-bandwidth audio, and background noise can lower the speech-to-text accuracy.
What problems is the product solving and how is that benefiting you?
Observe.AI automates call scoring, allowing us to evaluate all interactions and reducing blind spots in compliance and customer sentiment. It helps deliver targeted feedback, improves agent performance, and makes tracking KPIs easy. The tool increases coaching efficiency and enhances customer satisfaction.
Geraud S.
Automate the evaluation, Seduced by its Efficiency
Reviewed on Aug 12, 2026
Review provided by G2
What do you like best about the product?
I love the automatic analysis of 100% of conversations, which allows us to have a comprehensive and accurate view of our interactions without relying on small manual samples. The 100% analysis eliminates the blind spots of manual evaluations based on simple samples. This allows us to coach our agents based on real and objective trends, while immediately identifying customer alerts or dissatisfaction across the entire volume of calls. The initial setup was rather smooth. The integration with our existing system was done without major hitches, and the support from the Observe.AI team greatly facilitated the configuration of the initial models.
What do you dislike about the product?
I have noticed that the accuracy of transcription and sentiment detection sometimes lacks finesse during calls with background noise, a strong accent, or very specific jargon. Some setup time is necessary to refine the keywords and avoid false positives.
What problems is the product solving and how is that benefiting you?
We use Observe.AI to automate the analysis of 100% of our calls, which solves the problem of limited manual evaluations. This saves us time, gives us a clear view of our interactions, and allows us to coach our agents with objective trends.
Aliyah P.
Quick, Easy to Use, and Packed with Functionality
Reviewed on Aug 11, 2026
Review provided by G2
What do you like best about the product?
I like the functionality, ease of use, and how quick it is.
What do you dislike about the product?
I do not dislike anything about this product.
What problems is the product solving and how is that benefiting you?
This product helps solve time management issues at my location.