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.
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Overview
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Observe.AI Shared Interaction Intelligence
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Observe.AI Auto and Manual QA
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Observe.AI Contact Reasons and Insights
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Sentiment Analysis
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Insights AI Agents - Your AI CX Analyst
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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
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Delivery method
Deployed on AWS
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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
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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.
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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
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
Deborah B.
Tauck review of Observe.ai
Reviewed on Oct 28, 2026
Review provided by G2
What do you like best about the product?
I like that Observe continues to roll out new innovative products
What do you dislike about the product?
Observe can be slow to responding to issues reported or requests
What problems is the product solving and how is that benefiting you?
Call monitoring saves our managers time and assists in targeting coaching needs. Also, providing call insights to senior leadership team
TAMBADI T.
Helpful Conversation Insights for Improving an AI Voice Agent
Reviewed on Oct 27, 2026
Review provided by G2
What do you like best about the product?
I used Observe.AI while working on a client project involving an AI voice agent. At first, it took me some time to understand the platform and figure out how to use its conversation insights effectively. Once I got familiar with it, I found it helpful for spotting areas where the agent needed improvement. What I liked most was that it helped me understand what was going wrong in conversations and what I could do to fix it. I haven’t used it enough to comment on customer support or onboarding, but it was useful for improving my project.
What do you dislike about the product?
One thing I found a little difficult was figuring out exactly which parts of a conversation needed improvement. Sometimes, I had to spend extra time going through the interactions to understand what was wrong. While working on my AI voice agent, I felt that having clearer suggestions about where the conversation flow was breaking down would have made things easier. A feature that points out these issues directly would save time and make the overall experience better.
What problems is the product solving and how is that benefiting you?
While developing an AI voice agent for a client, I needed a way to understand where conversations were not working as expected. Observe.AI helped me identify weak points in the interaction flow and decide what changes were needed. I also found the interface easy enough to work with when reviewing conversations. It gave me a better idea of what needed attention instead of making changes based on guesswork. This also helped me avoid unnecessary rework and make the development process more efficient. Overall, it was useful for understanding conversation issues and finding practical ways to improve the agent's performance.
Karan D.
Auto QA Saves Review Time and Keeps Every Call Covered
Reviewed on Oct 27, 2026
Review provided by G2
What do you like best about the product?
The Auto QA is helpful for me as it covers every call and saves my review time. Eventually, we can focus on compliance-related issues instead of calls.
What do you dislike about the product?
What I dislike is that language support is average for native languages (non-English) and while building a custom scoreboard, it consumes a little time (it can be avoided).
What problems is the product solving and how is that benefiting you?
It reviews calls and also every call is transcribed and scored automatically, which helps us to understand customers' requirements or emotions more clearly. We appreciate this feature.
Juan Alexis H.
Helpful Real-Time Call Support, but Suggestions Need More Context
Reviewed on Oct 23, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI provides real-time support during customer calls, helping me find answers quickly, follow the correct procedures, and handle difficult interactions with more confidence. I value the real-time agent assistance and automated call summaries. It simplifies call documentation, saves me time on repetitive tasks, and helps me improve my performance as a call center agent. The initial setup was relatively easy, the basic features were straightforward to learn, and the onboarding helped me understand how to use Observe.AI during customer interactions.
What do you dislike about the product?
I find that real-time suggestions could be more accurate and relevant, especially during complex conversations. Sometimes it takes extra time to find the right information, and a suggestion may fit one part of the conversation but not the customer’s actual concern. I’d like recommendations to take the full conversation context into account, update as the conversation evolves, and prioritize the most relevant information from approved knowledge sources.
What problems is the product solving and how is that benefiting you?
Observe.AI helps me find the right information faster during customer interactions, stay consistent with company procedures, and spend less time on repetitive tasks like call documentation.
Ajas S.
Automated QA and Coaching, Despite Setup Hurdles
Reviewed on Oct 22, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI provides 100% quality assurance and automated scoring, so it monitors all calls instead of relying on small manual samples and audits. It helps with actionable coaching and analytics, giving managers and supervisors targeted feedback and a way to track representative performance over time. It also helps identify compliance risks and knowledge gaps faster, saves team capacity, improves agent onboarding and training times, and helps maintain higher CSAT scores. I find the interface intuitive, clean, and easy to navigate when analyzing conversation trends and transcripts.
What do you dislike about the product?
I sometimes notice transcription variations when there’s background noise, a heavy accent, or overlapping talk, though it’s not every time and I can still figure out what was said when I read it. Setting up and customizing scorecards and workflows takes upfront time. I’d like pre-built scorecard templates for common call types, a more accessible logic builder for creating custom rules and triggers, and guided onboarding steps in the portal. Right now, I have to contact support or search the knowledge base to learn how to set things up.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to automate time-consuming manual call evaluations, identify compliance risks and knowledge gaps faster, and check how well agents communicate and follow the SOP checklist. It saves my team's capacity, improves agent onboarding and training times, and helps us maintain higher CSAT scores on our ticketing platform.