Partner profile
Observe.AI
AI for Contact Centers - Conversation Intelligence That Drives Outcomes
Founded 2017 · San Francisco, California · 201-1,000 employees · Private, VC/PE backed
Partnership Overview
Who Observe.AI is built for
Contact center operations leaders at mid-market to enterprise organizations (200+ agents) using CCaaS like Five9, Genesys, Talkdesk, or Amazon Connect who want AI-driven QA, coaching, and agent assist on top of their existing platform.
Observe.AI is a contact center AI platform that combines a proprietary 30B-parameter Contact Center LLM with conversation intelligence, agent assist, and automated QA. Their platform analyzes 100% of customer interactions (voice and digital) to deliver real-time agent coaching, post-call automation, sentiment & compliance monitoring, and AI-driven business insights. Used by 350+ enterprises across financial services, healthcare, retail, and BPO.
- VerifiedSep 13, 2026 · high confidence
- 4solutions across 2 categories
- 9 yrsin business, since 2017
- 201-1,000employees
Why teams pick Observe.AI
- Purpose-built 30B-parameter Contact Center LLM (not general-purpose)
- % interaction coverage (voice + digital)
- Real-time agent assist with sub-second latency
- Platform-agnostic (works with Five9, Genesys, Talkdesk, NICE, Webex, Amazon Connect)
- Strong ROI playbooks tied to AHT, QA, and CSAT
Probably not a fit
We haven't published fit caveats for Observe.AI yet. Tell us what you run and we'll say whether they fit, or who we'd look at instead.
Get matched insteadRecognition & proof points
G2 Leader (Contact Center Operations)Analyst recognition · G2
Gartner Cool VendorAnalyst recognition · Gartner
Forrester Wave participant for Conversation IntelligenceAnalyst recognition · Forrester
- Raised $200M+ from SoftBank, Menlo Ventures, Scale VenturesProof point
Notable clients
Vendor-reportedPearson, Accolade, Public Storage, 2U, SoFi, Cox Communications, Cox Automotive, Affirm, National Debt Relief, RealDefense, Nations (Nations Info Corp) and Boundless Learning (from Observe.AI case studies and published materials).
Our Solutions
Rubber Duck solutions through Observe.AI
From first evaluation to day-to-day operations, Rubber Duck Technology helps you get full value from Observe.AI's Communications & CX and AI Enablement & Automation solutions. We fit them to the systems you already run, remove overlap, and give you a clear view of how they perform, so your team can move faster with fewer surprises.
Communications & CX
Conversation / Speech Analytics
Observe.AI analyzes 100% of customer interactions across voice and digital channels to surface sentiment, compliance risk, and business insights using domain-tuned ASR.
- 100% coverage Every interaction is analyzed instead of a small QA sample.
- Compliance monitoring Sentiment, risk, and compliance triggers flag conversations automatically.
- Outcome-tied ROI Analytics connect to AHT, QA, and CSAT through established ROI playbooks.
Salesforce
ServiceNow
ZendeskAgent Assist / Real-Time Guidance
Observe.AI delivers real-time agent assist with sub-second latency, providing whisper guidance and prompts to agents during live customer conversations.
- Sub-second latency Real-time assistance reaches agents fast enough to guide live calls.
- Works across CCaaS Guidance is platform-agnostic across the major contact center platforms.
- Improves key metrics Real-time coaching is tied to AHT, QA, and CSAT outcomes.
Talkdesk
Webex CC
Five9Workforce Engagement Management
Observe.AI automates QA scoring and coaching workflows across all calls, turning conversation insights into structured agent development.
- Automated QA QA scoring runs automatically across 100% of calls rather than spot checks.
- Coaching workflows Insights feed structured coaching to develop agent performance.
- Outcome playbooks Workflows map to ROI playbooks for AHT, QA, and CSAT.
SalesforceServiceNowAI Enablement & Automation
Voice AI / Conversational AI
Observe.AI applies a purpose-built 30B-parameter Contact Center LLM to power voice automation and AI agents that handle and analyze customer conversations across voice and digital channels.
- Purpose-built LLM A 30B-parameter Contact Center LLM is tuned for contact center language rather than general-purpose use.
- Platform-agnostic It works across Five9, Genesys, Talkdesk, NICE, Webex, and Amazon Connect.
- Full interaction coverage Voice and digital interactions are covered at 100% rather than sampled.
Five9
Genesys CloudAmazon Connect
NICE CXoneHow Observe.AI delivers
Global support organization spanning NA, EU and APAC via email, phone and help center, with well-defined operational SLAs and a company-reported CSAT >94%. Each enterprise account is assigned a dedicated Customer Success Manager and Technical Success Manager plus an implementation project team for setup, training and integration; typical time-to-production is one to two months. (vendor-reported)
Services in detail
- Implementation & OnboardingDelivered as project-based implementation and enablement, including integration with the customer's contact center platform.
- Customer SuccessProvided on an ongoing basis through dedicated customer success engagement tied to defined outcomes.
- Partner EnablementDelivered through a channel partner sales model with enablement for resellers and partners.
- 24/7 SupportProvided as fully managed 24/7 support for the SaaS platform.
Automate/AI, built in · Native AI Platform. Observe.AI Contact Center LLM is a 30B-parameter generative AI model fine-tuned on billions of contact center conversations. Delivers real-time agent guidance, automated post-call summaries, automated 100% QA scoring, compliance/risk alerting, and AI Voice Agent capabilities for self-service automation.
Compare
One quote is a price. Three quotes are a market.
We'd price Observe.AI next to these. Same scope on one page, sent to every provider, so the numbers actually line up.
Who we'd price next to Observe.AI
CallMiner Communicate Protect
Conversation Intelligence That Drives Better Customer Outcomes
Already talking to someone else? Tell us and we'll put them in the mix.
Case Studies
What backs it up
Case studies
No published case studies yet.
Ask us and we'll request a reference call with Observe.AI.
Ask for a referenceDocuments
From Observe.AI
2 PDFs, collected while we vetted them
- ObserveAI Whitepaper Way Forward for CX AI AgentDownload
- ObserveAI Whitepaper Autonomous Contact Center of the FutureDownload
Profile compiled by Rubber Duck Technology from primary sources and partner collateral. Vendor-reported figures are labeled as theirs. Spot something wrong? Tell us.
Technology that doesn't sink under pressure
Talk it through before you sign.
Send us what you run today. We'll price Observe.AI against two alternatives and tell you which one we'd pick, and why.