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.
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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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
Edoardo L.
Exceptional Speech Analysis and Effortless Implementation
Reviewed on Nov 13, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is very organized in offering brilliant speech analysis, which supports interactions and communication
We have obtained a solid and authentic QA, something that creates a chance of listening to customers conversations and offer solutions
The app constantly evaluates real time data, helping us arrive to specific decisions after consistently evaluating options
The implementation part is very straightforward, and setting up the application demands minimal effort
We improve the support of our customers by accommodating the insights we capture from Observe
We have obtained a solid and authentic QA, something that creates a chance of listening to customers conversations and offer solutions
The app constantly evaluates real time data, helping us arrive to specific decisions after consistently evaluating options
The implementation part is very straightforward, and setting up the application demands minimal effort
We improve the support of our customers by accommodating the insights we capture from Observe
What do you dislike about the product?
Observe misses on some areas, where it fails to capture some moments with the right clarity
The app has language limitations, more so when there is strong accents or poor audio
The app has language limitations, more so when there is strong accents or poor audio
What problems is the product solving and how is that benefiting you?
Observe has created a sufficient QA, something that creates suitable interactions and helps us monitor our interactions effectively
We acquire the metrics of our interactions, where agents performance snd quality engagement are measured
We use Observe to coach our agents and stakeholders, and this issues a better understanding of what customers want
We have captured appropriate sentiments from our customers, and this keeps all their issues well handled
We have established a culture of operational excellence, and this supports faster identification of problems and solutions
The program has established sufficient intelligence support that helps us handle QA and other ever rising issues
We acquire the metrics of our interactions, where agents performance snd quality engagement are measured
We use Observe to coach our agents and stakeholders, and this issues a better understanding of what customers want
We have captured appropriate sentiments from our customers, and this keeps all their issues well handled
We have established a culture of operational excellence, and this supports faster identification of problems and solutions
The program has established sufficient intelligence support that helps us handle QA and other ever rising issues
Gerald S.
Boosts Agent Performance and Customer Service/Experience Effortlessly
Reviewed on Nov 10, 2025
Review provided by G2
What do you like best about the product?
I like that Observe.AI offers great contact center features that helps better customer communication/engagement and experience.
With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.
Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.
With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.
Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance.
With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.
Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.
With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.
Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance.
What do you dislike about the product?
It is sufficiently equipped with great features and using it is straightforward. It has met needs and no problems to list.
What problems is the product solving and how is that benefiting you?
We use Observe.AI for enhanced customer service and it works well. It effortlessly automates customer interaction and comes with great conversational intelligence features which helps us pick important insights.
With the tool also, we're able to measure agent performance which helps us maintain quality.
The AI features and capabilities of Observe.AI makes most processes easy.
With the tool also, we're able to measure agent performance which helps us maintain quality.
The AI features and capabilities of Observe.AI makes most processes easy.
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
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.