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.
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
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 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.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
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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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