Softbank, Zoom Invest in Observe.AI

<p><strong>SAN FRANCISCO<&sol;strong> &&num;8212&semi; <b>Observe&period;AI<&sol;b>&comma; an Intelligent Workforce Platform that transforms contact centers through AI&comma; has raised &dollar;125 million in Series C funding led by <b>SoftBank Vision Fund 2<&sol;b> with participation from Zoom Video Communications&comma; Inc&period; This brings Observe&period;AI’s total funding to date to &dollar;213 million&period;<&sol;p>&NewLine;<p>This new funding highlights increased confidence in Observe&period;AI’s market position at a critical moment for the contact center industry&comma; in which consumer expectations and technology investments are at an all-time high&comma; yet brands struggle to improve customer experience and business outcomes&period; While an estimated &dollar;24 billion has been poured into technology investments&comma; contact centers remain woefully in the dark when it comes to customer conversations&period; At most&comma; typical contact centers have just 3&percnt; visibility into these interactions&comma; leaving their customer-facing teams with no option but to work reactively and inconsistently – and leading to an estimated &dollar;75 billion per year in lost revenue&period;<&sol;p>&NewLine;<p>Observe&period;AI’s Intelligent Workforce Platform transforms how contact centers operate as AI-empowered systems of intelligence&comma; with full conversation visibility&comma; business-improving insights&comma; and machine-driven workflows&period; By surfacing intelligence from every customer interaction&comma; Observe&period;AI acts as a force multiplier&comma; boosting performance of customer-facing teams and automating repeatable processes that exceed business goals&period; The net effect is stellar customer experiences&comma; top performing teams&comma; and unprecedented business results&period;<&sol;p>&NewLine;<p>This latest investment will fuel development of the next generation of Observe&period;AI’s product innovations&comma; including expansion into harmonizing real-time with post-interaction agent coaching&period; It will also scale the company’s go-to-market motion&comma; drive continued geographical expansion into international markets&comma; and accelerate its timeframe to IPO readiness&period;<&sol;p>&NewLine;