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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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 |
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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Request a private offer to receive a custom quote.
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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
Ranganath D.
Automates and Enhances Support Quality with Ease
Reviewed on Aug 09, 2026
Review provided by G2
What do you like best about the product?
I like Observe.AI for its standout ability to analyze 100% of customer interactions through automated quality assurance. This feature leads to a massive time reduction, scalable workflows, and reduced after-call work. The initial setup of Observe.AI was also very easy.
What do you dislike about the product?
I find that Observe.AI has niche context gaps, which can be limiting. The scorecard customization is also an area that could use improvement, as well as the rigid reporting features.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to automate customer interactions, tackle contact center challenges with scalable workflows, and reduce after-call work. It analyzes 100% of customer interactions, which significantly cuts down time and aids in evaluating support quality and coaching teams.
M S.
Observe AI Brings Powerful Voice AI Agents for Real-Time Customer Service
Reviewed on Aug 08, 2026
Review provided by G2
What do you like best about the product?
Observe AI is the best platform it brings AI agents for Automate customer service with voice AI and it assist frontline teams in real time
What do you dislike about the product?
more expensive and data overload and incomplete transcripts like users frequently report missing text and gap in conversation logs
What problems is the product solving and how is that benefiting you?
Observe AI solves the problem of low visibility and slow manual review in customer support and it is having more benefit also like time saving and better support
LOKESH G.
Observe.AI Turns Customer Conversations into Actionable Insights at Scale
Reviewed on Aug 08, 2026
Review provided by G2
What do you like best about the product?
What stands out about Observe.AI is its ability to analyze customer conversations at scale and turn them into actionable insights. Its AI-powered conversation analytics, quality monitoring, and coaching features make it easier to spot trends, strengthen agent performance, and maintain consistent customer service quality across interactions.
What do you dislike about the product?
With Observe.AI, the platform can take some time to configure and fully get value from, especially when you’re setting up integrations, workflows, and customized quality criteria. The sheer number of analytics options and features can also feel overwhelming at first, so there’s a bit of a learning curve in the beginning.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address the challenge of manually reviewing large volumes of customer conversations and pinpointing areas for improvement. Its AI-powered analytics deliver useful insights into customer needs, agent performance, and recurring issues. As a result, it supports stronger quality monitoring and coaching, improves the overall customer experience, and boosts operational efficiency, while also reducing the time spent on manual reviews.
Krishan Y.
Transforms Call Analysis and QA Efficiency
Reviewed on Aug 04, 2026
Review provided by G2
What do you like best about the product?
I like Observe.AI for its accurate call transcription and AI-driven conversation analysis. It highlights important moments, customer sentiment, compliance risks, and coaching opportunities, saving significant time compared to manual reviews. The accurate transcription and analysis have made our QA process much more efficient, allowing quick review of transcripts and focusing on key interactions. The initial setup was smooth, and the implementation team provided all the guidance needed. These features together made switching to Observe.AI worthwhile as it lets us analyze 100% of calls, unlike our previous manual process.
What do you dislike about the product?
Observe.AI has been a positive experience, but there is one area that could be improved. The AI transcription is generally accurate, though it can occasionally struggle with strong accents, industry-specific terminology, or poor audio quality. Some AI-generated insights also require manual verification to ensure they are relevant. I would also like to see more customization options for dashboards and reporting along with faster processing of very large call volumes. Improving integration with additional CRM and contact center platforms would make the workflow even smoother.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to automate call transcription and analysis, making quality assurance faster and more consistent. It efficiently analyzes all customer interactions, saving time by highlighting key moments and allowing targeted reviews.
Nilay Singh V.
Observe.AI for Compliance Assurance and Vendor Communication Monitoring
Reviewed on Aug 01, 2026
Review provided by G2
What do you like best about the product?
We use observe ai for vendor communication monitoring
Compliance assurance
Compliance assurance
What do you dislike about the product?
It is not good for small units, it required integration with telephone systems. It is more in price.
What problems is the product solving and how is that benefiting you?
We use observe ai for procurement discussion of bis standard purchase.
It allows to remind staff to confirm measurement accuracy and documents calibration intervals
It allows to remind staff to confirm measurement accuracy and documents calibration intervals