ROCKVILLE, MD. – May 14th, 2020 – 3CLogic, a leading provider of cloud contact center solutions, today announced its latest partnership with Observe.AI, a speech analytics platform designed to accelerate and improve the analysis of recorded customer calls and interactions.
"Our new partnership will allow 3CLogic customers to monitor 100% of agent calls and improve efficiencies in onboarding, training, and compliance workflows to transform agent performance and create a significantly better customer experience,” said Sharath Keshava Narayana, Chief Revenue Officer of Observe.AI. “We’re looking forward to bringing the power of Voice AI and analytics-driven Quality Management to the 3CLogic Analytics solution."
The partnership between 3CLogic and Observe.AI will provide enterprise organizations a streamlined and automated approach to quickly transcribe and mine engagements between agents and end-customers or employees in near real-time using SpeechNLP. Today, only 1-2% of all recorded calls are analyzed, often times manually. The solution will also offer quality management and sentiment scoring features, including the ability to add targeted notes and feedback to call recordings to help coach and improve agents.
“Voice conversations house a wealth of extremely valuable information such as a customer's pain points and how agents resolve the issues. Untapped and inaccessible until now, there exists a critical business imperative to bring this ‘dark data’ into the light,” explains Vikas Nehru, Chief Technology Officer at 3CLogic. “Insights gained from voice conversations must also be woven into the fabric of business operation systems, such as ServiceNow, to ensure the insights are fully leveraged to drive change in the organization and increase workflow agility.”
The announcement comes as 3CLogic continues to expand its presence in global enterprise organizations and across departments, including Customer Service, Human Resources, and IT helpdesks. The initial solution will be available this Summer as an extension of 3CLogic’s existing cloud product offering and will also include the option to integrate with ServiceNow® Customer Service Workflows, IT Service Management, and Employee Workflows.
For more details, join the upcoming 3CLogic webinar Turn Customer Experiences into Actionable Insights with Sentiment Analysis on June 9th, 2020. Registration is available here.
3CLogic is a leading cloud contact center platform modernizing enterprise communications with their employees and customers. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving CX, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced speech analytics, and API-driven integrations. For more information, please visit www.3clogic.com.
Observe.AI powers end-to-end quality management with the most accurate speech analytics for Contact Centers. With its Voice AI Platform, support teams analyze 100% of calls for quality and compliance, automate agent evaluations, and transform coaching. More than 100+ companies trust Observe.AI, including TripAdvisor, Root Insurance, and GoodRX. Backed by Scale Venture Partners, Nexus Venture Partners, Y Combinator, and Emergent Ventures, Observe.AI's headquarters is located in San Francisco with an office in Bangalore. For more information, visit www.observe.ai.