Sold by: Observe.AI
Deployed on AWS
Observe.AI combines Interaction Intelligence and Operations Agents to analyze every customer interaction, automate quality and performance management, and uncover insights that improve customer experience and contact center operations. Teams can identify trends, evaluate performance, coach more effectively, and turn conversation data into action at scale.
4.6
Overview
Image
Observe.AI Shared Interaction Intelligence
Image
Observe.AI Auto and Manual QA
Image
Observe.AI Contact Reasons and Insights
Image
Sentiment Analysis
Image
Insights AI Agents - Your AI CX Analyst
Video
Product video
Get a complete view of every customer interaction across voice and digital channels, and turn those conversations into insights that improve agent performance, customer experience, and contact center operations. Observe.AI combines Interaction Intelligence with AI-powered Operations Agents to analyze conversations at scale, identify issues and opportunities, automate quality processes, and help teams take action with greater consistency and confidence.
Make QA work for you Automate quality management by analyzing 100% of customer interactions across channels instead of relying on small, manually selected samples. Observe.AI identifies key topics, behaviors, compliance risks, and critical moments while providing evidence to support every evaluation.
Quality Agents help automate evaluations and reduce time spent reviewing scorecards, allowing QA teams to focus their attention on complex interactions that require human judgment. Calibration and supporting evidence improve consistency across evaluations, while advanced conversation analytics help teams uncover recurring customer issues, process gaps, and opportunities for improvement.
Coach with data, not hunches Give supervisors a clearer view of where individuals and teams are performing well and where improvement is needed. By analyzing customer interactions at scale, Observe.AI surfaces the behaviors, trends, and performance gaps that matter most.
Performance Agents help turn those findings into targeted coaching opportunities, giving supervisors the evidence and context they need to provide timely, specific feedback. Teams can track progress over time, identify behaviors associated with stronger outcomes, and apply those learnings more consistently across the organization.
Turn interaction data into action Interaction Intelligence gives teams a deeper understanding of what is happening across the contact center, while Operations Agents help investigate that data and determine what requires attention. Insights Agents can proactively surface emerging trends, investigate root causes, connect findings to supporting interactions, and recommend actions based on the evidence.
Together, these capabilities help contact center leaders move from reviewing historical reports to continuously identifying opportunities to improve quality, performance, compliance, customer experience, and operational efficiency.
Connect insights across the customer journey Observe.AI brings Interaction Intelligence, Operations Agents, frontline assistance, and customer-facing AI Agents together on a single platform. Insights from customer conversations can inform quality programs, coaching, real-time agent guidance, operational decisions, and AI Agent development.
This connected approach helps organizations apply what they learn from every interaction across the contact center, improving how both human and AI agents serve customers.
Highlights
- Understand every interaction: Analyze customer conversations at scale to uncover trends, sentiment, compliance risks, root causes, and emerging issues across the contact center.
- Automate quality and performance: Use AI-powered Quality and Performance Agents to evaluate interactions, identify coaching opportunities, and help supervisors focus on the highest-impact behaviors.
- Turn insights into action: Insights Agents continuously investigate contact center data, surface meaningful findings, connect them to supporting evidence, and recommend actions teams can take to improve customer and operational outcomes.
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
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 per Agent per month. | $828.00 |
Dimensions summary
This listing uses a single pricing dimension based on the number of agents, or users. You pay a set rate per agent per month. Your total cost scales directly with how many agents you enroll. Add more agents and the monthly amount rises in proportion; remove agents and it falls. There are no separate tiers, instance sizes, or usage add-ons to choose between. Billing follows a contract commitment, so you agree to a term for the agent count you select. This structure keeps pricing predictable and tied to your team size.
Top-of-mind questions for buyers
An agent is a user, typically a contact center representative whose voice and digital conversations the platform analyzes. Each enrolled user counts as one agent. Your monthly charge multiplies the per-agent rate by the number of agents you enroll, so the count directly reflects your team headcount.
Your charge is tied to the agent count you commit to under the contract. Adding agents raises the monthly amount in proportion to the per-agent rate. Reducing agents lowers it. Because billing follows a contract term, confirm with the vendor how mid-term count changes are applied within your agreement.
The per-agent rate covers analysis across the platform, which scores 100% of voice and digital conversations rather than a sample. Each agent's calls and chats are transcribed, scored, and stitched into customer journey records. There is no separate charge based on conversation volume; cost stays tied to agent count.
www.observe.ai
Helpful?
Vendor refund policy
Customer my cancel or amend their contract after the end date of the current term. 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) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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
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.
Similar products
VoiceAI agents automates your most complex customer conversations in an authentic and personalized way. Built using existing customer interactions, VoiceAI agents replicate your best human agents to think, act, and deliver action for customers at scale with no hold times. Create new agents in days and continually refine them with Observe.AIs industry-leading conversational intelligence platform that automatically QAs every customer interaction.
Observe.AI Real-time AI helps contact centers improve conversations as they happen. AI listens to live calls, understands context, and delivers real-time guidance and next-best action, so agents stay on track, compliant, and resolve issues faster. Supervisors get live alerts for risks like long hold times and customer frustration, allowing them to step in before issues escalate. AI-generated call summaries reduce after-call work (ACW) and keep CRM records accurate. With real-time coaching, live monitoring, and continuous optimization, your team works smarter and delivers better customer experiences, every time.
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.
The NeonNow AI Communication Platform, built on Amazon Connect and Twilio brings agentic voice, messaging and outbound engagement together under a single AI layer that automates interactions, supports human & autonomous agents and gives business leaders real-time insight and control.
Customer reviews
Meera A.
Better Visibility Into Customer Conversations and Performance
Reviewed on Oct 19, 2026
Review provided by G2
What do you like best about the product?
Another part of my role is reviewing performance data for financial services to spot trends and understand what affects the customer experience and how the business operates. Observe.AI helps with this by making customer conversations much easier to review and evaluate, without having to manually sample calls end to end. I especially like the conversation analytics, automatic call summaries, and searchable interaction records when I’m digging into common customer complaints, quality assurance work, or broader call trends.
What do you dislike about the product?
I can narrow things down to a few products of interest using the reports and analytics views I’ve seen, but it would be helpful to have more ways to dig into how a specific business segment performed during my selected period. In some cases, I still have to export the data and break it down further in spreadsheets to get the precise view I need. I’d like more flexibility to build my own dashboards for finance reporting, and to connect conversation-level insights back to my existing financial analysis tools.
What problems is the product solving and how is that benefiting you?
Observe.AI speeds up the review of customer interactions and the aggregation of call-quality insights. This is useful for surfacing recurring customer service challenges, tracking operational metrics, and connecting customer insights to broader business trends. For my workflow, the biggest benefit is having more systematic information for reporting and decision-making, instead of relying on anecdotes or scrolling through sample calls. It also gives teams a more consistent foundation for conversations about performance gaps, prioritization, and identifying areas that need improvement. The time savings are definitely valuable, especially given reporting cadence and delivery frequency, though the overall impact will still depend on data quality and how well the platform is implemented.
Ashish G.
Helpful Call Insights and Quality Monitoring
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
I like very much how Observe.AI helps to us streamlined the call monitoring and quality analysis. The calling reports and automated insights make it easier to identify important points in customer side without spending too much time reviewing everything manually. Also, It help us lot about to keep track the performance of team and customer interactions.
What do you dislike about the product?
The interface could be more intuitive, especially for new users. Navigation and filtering options could be improved to make it easier to find specific calls and review details quickly.
What problems is the product solving and how is that benefiting you?
This tool helps us to reduce the time spent on manual call reviews and makes it easier to identify issues in customer interactions. Having call summaries and quality insights in one place helps teams work more efficiently, provide better feedback, and maintain consistent service quality.
Vaibhav G.
Improves Customer Experience and Speeds Up Issue Resolution with Powerful Analytics
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
It helps in improving customer experience without compromising with contact center operations more efficient manner, as analytics provided by product helps us to resolve customer issues faster.
What do you dislike about the product?
Implementation is hard with existing systems and training employees on it.
What problems is the product solving and how is that benefiting you?
It helps in quality monitoring, reducing customer wait time and identifying difficult insights from customer conversation.
Abhishek M.
AI-Powered Conversation Insights That Boost Agent Performance
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
What I like best about Observe.AI is its ability to leverage AI to analyze customer conversations, provide actionable insights, and improve agent performance. Its automated quality assurance, real-time guidance, and conversation analytics help identify improvement areas, enhance customer experience, and drive operational efficiency.
What do you dislike about the product?
One area for improvement is the complexity of initial setup and integration with existing systems. Additionally, AI-generated insights may occasionally require manual validation, and more flexibility in customizing reports and analytics would make the platform even more effective.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address challenges in quality assurance, customer interaction analysis, and agent performance monitoring. By automating conversation reviews and identifying trends, it reduces manual effort, improves coaching and training, and helps ensure consistent customer experiences. This enables better operational efficiency, faster issue resolution, and data-driven decision-making.
Subrajit B.
Powerful AI Insights, Though Setup and Learning Take Work
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
What I like most about Observe.AI is getting deep insights from customer conversations at scale. Its AI-powered conversation intelligence and analytics help me identify trends, customer sentiment, and opportunities across all customer interactions. Automated quality assurance evaluates interactions against predefined criteria, which reduces manual review effort and improves consistency. I also value the real-time agent assistance, which gives agents live guidance, scripts, and next-action recommendations during customer interactions. The coaching and performance insights help me identify top-performing behaviors and deliver targeted coaching, and the compliance monitoring helps detect risks and ensure teams follow required processes and scripts.
What do you dislike about the product?
I found the setup a bit complex and not easy. The advanced analytics have a steep learning curve for new users, and configuring scorecards, categories, and reports for specific business needs can take extra effort and expertise. I’d also like more customizable dashboards and reporting options, along with additional pre-built integrations.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to see across large volumes of customer conversations instead of manually reviewing a small sample. I can analyze virtually all interactions to identify coaching opportunities, compliance risks, customer pain points, and sales blockers, while improving agent productivity, reducing QA effort, and informing business decisions with customer feedback.