Sold by: Observe.AIÂ
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
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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 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)Â .
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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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At Observe.AI, we help businesses and their customers unlock extraordinary outcomes by using AI to drive real impact at scale. Our Post-interaction AI suite analyzes 100% of customer interactions in the contact center to surface insights across the enterprise, and drive winning behaviors in the contact center that increase revenue, improve retention, and optimize efficiencies and compliance.
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.
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.
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Customer reviews
0 ratings
0 AWS reviews
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235 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Julian M.
Powerful Analysis and Easy Setup, But Struggles with Accents and Sentiment Accuracy
Reviewed on Oct 24, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is a powerful tool that accurately capture and analyzes the interactions we have with customers extensively, from chats, site visits, calls, and the likes
The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement
Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support
In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature
We acquire timely guidelines on new policies and practices to keep our customers happy
The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement
Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support
In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature
We acquire timely guidelines on new policies and practices to keep our customers happy
What do you dislike about the product?
Observe.AI sometimes captures the wrong sentiments or moments, giving a false impression or signal to others
The program fails to manage heavy accents, which is a disturbing trend
The program fails to manage heavy accents, which is a disturbing trend
What problems is the product solving and how is that benefiting you?
Observe.AI reviews all the conversations or interactions that we have with our clients, creating a solid foundation or understanding about their needs
We have an amazing and powerful QA solution that monitors every engagement made with our clients through the system
Observe.AI helps us build a powerful knowledge base that issues articulate answers and information to business leaders and stakeholders, including customers
The automation of call reviews and other communication channels from our clients brings high operational expenses
We get vibrant and innovative quality assurance, which brings high operational regulations
We have an amazing and powerful QA solution that monitors every engagement made with our clients through the system
Observe.AI helps us build a powerful knowledge base that issues articulate answers and information to business leaders and stakeholders, including customers
The automation of call reviews and other communication channels from our clients brings high operational expenses
We get vibrant and innovative quality assurance, which brings high operational regulations
Ifeoma E.
Powerful Analytics and Global Reach, But Complex Setup Requires Careful Management
Reviewed on Oct 20, 2025
Review provided by G2
What do you like best about the product?
Observe.AI has an impressive customer interactions analytical capabilities, which gives us 100% visibility on efficiency and reliability.
The program has modern capabilities that includes AI Copilot which provides real time agent guides and conversation intelligence for brilliant sentiment analysis
Observe.AI has solid compliance and integration emphasis and this creates solid scalability
The program has a powerful global footprint that includes any country in the world
Observe.AI has a diverse range in supporting multiple industries including technology, healthcare, insurance, and others
The program has modern capabilities that includes AI Copilot which provides real time agent guides and conversation intelligence for brilliant sentiment analysis
Observe.AI has solid compliance and integration emphasis and this creates solid scalability
The program has a powerful global footprint that includes any country in the world
Observe.AI has a diverse range in supporting multiple industries including technology, healthcare, insurance, and others
What do you dislike about the product?
Observe.AI is a powerful tool, but high complexity is experienced and calls for high precision in management
The program has hidden dependencies or prerequisites and this makes it hard to understand it actual value and capabilities
The program has hidden dependencies or prerequisites and this makes it hard to understand it actual value and capabilities
What problems is the product solving and how is that benefiting you?
Observe.AI gives a precise visibility on how we engage and value our customers and it also transcribes all chats and calls for simplicity
The evaluation of our interactions is made efficient and professional through a consistent and automated approach
We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards
Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app
Our sales aggressively improved where we ensures our insights are positive and effective
The evaluation of our interactions is made efficient and professional through a consistent and automated approach
We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards
Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app
Our sales aggressively improved where we ensures our insights are positive and effective
Kovai L.
Strong Conversation Intelligence and QA, but Needs Better Language and Moment Detection
Reviewed on Oct 15, 2025
Review provided by G2
What do you like best about the product?
Observe.AI has remarkable Conversations intelligence that facilitates in voice transcription, ensure solid email interactions, analyze voices snd manage intent or sentiments
We get timely prompt or scripts from this app, helping us manage live calls
The software has a solid QA, that automatically analyze the interactions and ensure there is compliance and dependability
The software has scalable interactions with numerous apps, more so those that entails contact centers, has CRM, and supports knowledge base
We get timely prompt or scripts from this app, helping us manage live calls
The software has a solid QA, that automatically analyze the interactions and ensure there is compliance and dependability
The software has scalable interactions with numerous apps, more so those that entails contact centers, has CRM, and supports knowledge base
What do you dislike about the product?
The program fails in moment detection, which often gives false or inappropriate flag.
The language issues occur, where the app fails to manage multiple languages, control accents and offer high comparative view
The language issues occur, where the app fails to manage multiple languages, control accents and offer high comparative view
What problems is the product solving and how is that benefiting you?
Observe.AI ensures all interactions, more so voice calls are monitored to detect quality issues and analyze sentiments
The performance of our agents are highly evaluated, their professionalism monitored and this makes it effective to understand the weaknesses and errors in the process
The software helps us automate transcription, ensure all calls have summaries and this reduces manual efforts
The program ensure high script compliance, and any sensitive information is eliminated or restricted
We comprehensively understand customer sentiments, and this helps us detect moments when they are frustrated
The performance of our agents are highly evaluated, their professionalism monitored and this makes it effective to understand the weaknesses and errors in the process
The software helps us automate transcription, ensure all calls have summaries and this reduces manual efforts
The program ensure high script compliance, and any sensitive information is eliminated or restricted
We comprehensively understand customer sentiments, and this helps us detect moments when they are frustrated
Jerriale M.
Observe.AI: Comprehensive Interaction Analysis with Room for QA Improvement
Reviewed on Oct 14, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is a brilliant approach that analyzes 100 percent of all the interactions that a company have and transcribe any content for easy visibility
The program brings live agents that ensures efficiency in handling customer queries
The automated QA ensures there is quality valuation and score recording to improve the help scale
Observe.AI helps us in compliance, more so on matters that suits customers and ensure no risks
The program has mass scalable agents, almost 100, 000 agents
The program brings live agents that ensures efficiency in handling customer queries
The automated QA ensures there is quality valuation and score recording to improve the help scale
Observe.AI helps us in compliance, more so on matters that suits customers and ensure no risks
The program has mass scalable agents, almost 100, 000 agents
What do you dislike about the product?
Observe.AI has imperfect detection, where false positives are flagged incorrectly
The available QA lacks proper recommendations, which would make the handling of customer interactions more efficient
The available QA lacks proper recommendations, which would make the handling of customer interactions more efficient
What problems is the product solving and how is that benefiting you?
Observe.AI has brilliant visibility, which includes QA that ensure that all interactions are precisely evaluated
The program automates most customers help measures through the deployment of a QA
Our agents performs evenly and accurately and evaluations are made consistently
The risk exposure is something the vendor helps us assess and understand
The program ensure that we remain safe and compliance, and in case unusual detections occur, speedy actions are initiated
The program automates most customers help measures through the deployment of a QA
Our agents performs evenly and accurately and evaluations are made consistently
The risk exposure is something the vendor helps us assess and understand
The program ensure that we remain safe and compliance, and in case unusual detections occur, speedy actions are initiated
Computer Software
Observe.AI - A great tool for Optimizing customer interaction
Reviewed on Oct 11, 2025
Review provided by G2
What do you like best about the product?
Observe.AI provides the great AI Powered insights that helps in optimizing both agent performance and customer interaction. It has the ability to automatically analyses calls and transcribe them which is making it easier to spot issues like compliances concerns and missed opportunity without having to listen to every call.
What do you dislike about the product?
Observe.AI is amazing and as per my experience with it no dislikes.
What problems is the product solving and how is that benefiting you?
Observe.AI has solved many problems like manual call monitoring and quality assurance. Earlier Supervisors had to listen countless hours of calls just to spot issues or identify trends. But with the help of Observe.AI, it automatically flags key moments in calls like compliances issues, unhappy customer, sales opportunity.