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 |
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.
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
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
Entertainment
Strong Partnership for Resolving Complex Issues
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
I really enjoy the partnership with the team on resolving complex issues.
What do you dislike about the product?
There are things that don't fully work how we'd hope I do not know if it is the technology as a whole versus OAI. For example, the AI is not intelligent enough to determine tone correctly at a high enough percentage to use that in our AQA
What problems is the product solving and how is that benefiting you?
It helps us with AQA
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.