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
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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Customer reviews
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.
Legal Services
Revolutionized Compliance Workflow, Minor Offline Access Issues
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
My favorite feature of Observe.AI is its legal-specific sensitive data detection paired with purpose-built audit logging, two capabilities that directly address the core compliance burdens we face at Hoffmann Legal Solutions while adhering to state bar rules and GDPR for international clients. Unlike generic business call recording software that only flags basic emails and phone numbers, this tool scans live transcribed client calls to single out legally protected information including full client legal names, medical injury records, undisclosed settlement amounts, EU residential addresses, and confidential opposing party details. Before this automation, I would spend three hours every day manually reading hundreds of transcript pages to redact these details, carrying constant risk of human error that could trigger regulatory penalties. Its specialized audit trail system transforms our quarterly inspection preparation entirely. Every recorded consultation stores complete staff usernames, precise timestamps, case reference links, and data risk labels, all filterable and exportable in a few clicks. During our last bar audit, regulators requested full proof of our client communication data governance, and I generated a complete, structured report within minutes—something that once required two full workdays of sorting disjointed audio files and Excel trackers. I also value its intuitive auto-categorization tagging, which automatically groups calls by civil litigation, cross-border GDPR intake, and contract consultations. Our paralegals can retrieve case-related transcripts without complex setup, and the platform avoids bloated irrelevant enterprise features common on the market. By centering confidentiality and traceability for legal teams, Observe.AI drastically cuts repetitive administrative labor and delivers permanent, inspector-ready evidence of secure client data handling all year long.
What do you dislike about the product?
The most disruptive limitation of Observe.AI for my field compliance work is its full cloud dependency with no offline access of any kind, creating consistent workflow delays when I travel to meet remote clients across multiple U.S. states. Many of these meeting locations are rural or private office suites with unreliable cellular service and limited Wi-Fi connectivity. On a recent trip, I discovered conflicting details in a client’s injury claim paperwork and intended to cross-reference past recorded intake calls inside Observe.AI to verify prior settlement conversations. Without internet, I could not pull up any historical transcripts or scan stored recordings at all. I had to rely on unorganized handwritten notes and postpone formal case file revisions until returning to our office, pushing back our compliance review timeline by an entire business day. A lightweight offline desktop agent with encrypted local log caching would eliminate this major bottleneck. A second recurring pain point is inconsistent transcription accuracy during complex legal dialogue. The AI frequently mislabels speaker attribution between attorneys and clients, misinterprets niche legal statutes, and fails to catch nuanced confidential manufacturing or settlement language. Even after the automatic privacy scan finishes, I must proofread every transcript batch to fix misattributed lines and manually mark overlooked sensitive data, adding roughly two hours of mandatory corrective work each week during our busiest audit quarters. These two gaps force unnecessary manual labor and slow down our client intake compliance processes whenever I work outside our firm’s stable office network.
What problems is the product solving and how is that benefiting you?
Observe.AI eliminates two major pain points that once dominated my daily compliance records workflow at our small legal firm, while ensuring full adherence to U.S. bar privacy standards and GDPR for cross-border clients. Before adopting this platform, our team captured client consultations on outdated Avaya recording hardware, and I was tasked with fully manual transcription, line-by-line redaction of protected client information, and disjointed audit logging tracked across separate Excel spreadsheets. This repetitive administrative work consumed multiple full workdays ahead of every annual regulatory audit and created constant risk of accidental exposure of confidential settlement figures, medical records, and personal client data. Now, Observe.AI automatically transcribes all intake calls and runs real-time privacy screening to flag regulated sensitive content, cutting nearly all manual redaction labor and lowering the risk of costly compliance violations. The platform generates unified, timestamped audit trails tied to individual case files and staff accounts, which I can filter and export instantly for inspectors without sorting through scattered archives. Its auto-grouping feature sorts transcripts by legal practice area, streamlining long-term case file archiving for our paralegal team. While the lack of offline access and imperfect legal transcription accuracy create minor weekly bottlenecks requiring manual fixes, the platform delivers transformative overall value: it reduces my repetitive paperwork burden, standardizes secure client communication governance firm-wide, and lets our small compliance team shift focus to high-priority legal risk management instead of tedious manual document sanitization and log tracking.
Shawez A.
Streamlined Call Analysis, Effective Coaching
Reviewed on Jul 20, 2026
Review provided by G2
What do you like best about the product?
I use Observe.AI to analyze customer support calls and improve agent performance. It makes reviewing calls much easier and saves us time on manual call reviews. I also find that it helps us identify coaching opportunities and monitor call quality, making coaching much more effective. The setup was straightforward, which was a nice bonus.
What do you dislike about the product?
I find that sometimes the insights need a quick manual check, but overall it works well.
What problems is the product solving and how is that benefiting you?
Observe.AI helps us analyze support calls, improve agent performance, and maintain quality. It identifies coaching opportunities, monitors call quality, and saves time on manual reviews. It makes call reviewing easier and coaching more effective.
Telecommunications
Automated Call Grading That Clarifies CSR Performance Trends
Reviewed on Jul 17, 2026
Review provided by G2
What do you like best about the product?
It grades our calls for us instead of manually listening to each call. It gives us a better picture about a CSR performance if a problem is a one-off or is a pattern.
What do you dislike about the product?
I don't have anything I dislike at this time.
What problems is the product solving and how is that benefiting you?
Efficiency. Ability to search for specifics. Able to breakdown calls into moments that are trackable.