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Observe.AI expands into omnichannel CX market with ScopeAI acquisition

Observe.AI, a provider of solutions to improve CX and contact center agent performance, has entered the omnichannel conversation intelligence market with its acquisition of ScopeAI, a company that automatically extracts actionable insights from customer conversations across chat, email, and social media.

The acquisition includes ScopeAI’s proprietary technology and integrations, as well as key product and engineering staff.

ScopeAI CEO Natalie Abeysena will lead Observe.AI's omnichannel product line development. With the acquisition, Observe.AI’s omnichannel product offerings have expanded to a full suite of voice and text-based conversation intelligence offerings that include purpose-built workflows for quality assurance and agent performance and coaching, helping teams increase revenue generation, operational efficiency, and customer satisfaction. 

According to Observe.AI, text-based channels are gaining popularity as support channels among organizations because they are instant, accessible, and convenient. At the same time, contact centers have embraced digital customer experience channels because of their ability to efficiently absorb large volumes of simple support requests.

“The pandemic has shown that even the most well thought-out digital transformation initiatives require human connection points to drive stellar customer experiences. I’m thrilled to extend our industry-leading AI into the world of Omnichannel, maximizing agent performance along with customer satisfaction,” said Swapnil Jain, co-founder & CEO of Observe.AI. “Our expansion into omnichannel aligns with our broader mission to empower every worker within the contact center to achieve unprecedented levels of productivity. By giving 100% visibility into customer conversations, we can turn every interaction into a business-improving insight.”

Observe.AI will formalize its omnichannel offering in Fall 2021, starting with web chat support channels. In the future, the company will expand its omnichannel offering to include other channels, such as email support.

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