Sold by: Observe.AI
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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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 |
Dimensions summary
This listing uses a single pricing dimension based on the number of Agents (users) per month. You pay per agent, so your cost scales directly with how many agents you enroll. Because this is a contract, you commit to a set agent count for the term. Adding more agents raises your total; fewer agents lowers it. There are no separate tiers or usage add-ons to choose from. The screen recording capability captures agents' desktop activity during customer interactions across your team.
Top-of-mind questions for buyers
An Agent is one user account enrolled on the screen recording platform, typically a contact center representative whose desktop activity is captured during customer interactions. You are billed per Agent each month, so each enrolled user counts as one billable unit regardless of how many interactions they handle.
Your cost scales with the number of enrolled Agents per month. Adding Agents raises your total; removing them lowers it. Centralized administration lets you install, manage, and update access across many Agents at once. Any change to your committed count should be confirmed with the vendor for the contract term.
The screen recording capability captures agents' desktop activity during customer interactions. Features include side-by-side dual-screen recording, automated PCI and PII redaction on browser and desktop apps, and centralized administration. Pricing is based only on the number of Agents per month, not on separate feature add-ons.
www.observe.ai
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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.
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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
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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.
Similar products
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.
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.
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.
Observe Inc. is redefining modern AI-powered observability at scale. The only company to offer a platform built on an open data lake with a proprietary Knowledge Graph and AI SRE, Observe enables users to troubleshoot faster at drastically lower cost.
Customer reviews
Harshvardhan Singh R.
Efficient Automation with Room for Enhanced Customization
Reviewed on Sep 19, 2026
Review provided by G2
What do you like best about the product?
I like Observe.AI's ability to analyze customer conversations and provide insights that improve support quality and team performance. The automation, analytics, and easy-to-understand reporting make it simple to identify patterns and issues, which helps in improving customer support quality. These features reduce the time spent on manual reviews and quickly surface useful insights. The initial setup was straightforward with a smooth onboarding process, and it integrates well with our existing workflows.
What do you dislike about the product?
One area that could be improved is the user interface, especially for finding specific insights and navigating large amounts of conversation data. Some reports and analytics could also be more customizable, and better integration options with other development and business tools would make the platform even more useful. I would like to see more flexibility in customizing dashboard reports and analytics based on specific team requirements. Better API support for easier setup with third-party tools, more ready-made connectors, and improved documentation and configuration options would make integrations easier to manage.
What problems is the product solving and how is that benefiting you?
Observe.AI automates conversation analysis, reduces manual review time, highlights trends, and improves support quality and team performance. It integrates well with existing systems and enhances workflows through actionable insights.
Irfaana H.
Practical Insights Enhance Customer Interaction
Reviewed on Sep 15, 2026
Review provided by G2
What do you like best about the product?
I really appreciate how much easier Observe.AI makes it to understand what's actually happening in customer conversations without having to review everything manually. The insights provided are genuinely practical, not just more data to sift through. I find the conversation analysis, automated quality assurance, search, and reporting tools particularly valuable. The ability to quickly search across interactions and narrow them down by specific topics or behaviors is super helpful when I'm trying to investigate an issue. Also, the initial setup of Observe.AI was very simple, which I found convenient.
What do you dislike about the product?
Observe.AI has a lot of functionality, which is useful. But it can take some time to understand where everything sits and how to get the most value from the different tools. I've also found that AI-generated insights aren't always perfect, especially when a conversation has a lot of context, industry-specific terminology, or an unusual customer query. In those cases, I still prefer to review the interaction myself before making any decisions based on the results. I notice it most with conversations that are more complex or don't follow a straightforward support flow. For example, when a customer starts with one issue and then mentions several related problems, changing the direction of the conversation as more information comes up, the AI can sometimes focus on one part of the interaction and miss some of the wider context.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to quickly analyze customer interactions, spot recurring issues, and gather insights to improve support processes, saving me the manual effort of reviewing large volumes of conversations.
Computer Software
Helpful for understanding customer conversations
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
Honestly, I like that it helps me go through customer calls without having to listen to every call from start to finish. The insights are useful and make it easier to spot things that need attention.
What do you dislike about the product?
Sometimes there’s a lot of information to go through, especially when reviewing a lot of calls. It can take a little time to find exactly what I’m looking for.
What problems is the product solving and how is that benefiting you?
It helps me review customer calls faster and find problems in conversations without listening to everything manually. The main benefit is saving time and getting a better idea of what customers are saying and where the team can improve.
Samay S.
Observe.AI Delivers Fast, User-Friendly Call Insights for Better Coaching
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
What I like most about Observe.AI is how it can automatically analyze calls and surface key insights that would otherwise take a lot of time to dig up manually. The platform feels user-friendly and accurate, and it genuinely helps improve customer service quality by enabling better coaching and clearer performance tracking. The value is excellent compared to the cost. The automation, call insights, and quality monitoring features save a significant amount of time and help improve team performance, making the investment worthwhile.
What do you dislike about the product?
Overall, Observe.AI is very useful, but I’ve noticed that transcription accuracy can sometimes be inconsistent, especially on complex calls or when the recording quality is poor. Some of the more advanced features also come with a learning curve. In addition, I’d like to see more customization options for reporting and dashboards so they can better match different needs.
What problems is the product solving and how is that benefiting you?
Observe.AI helps automate call reviews and quality monitoring, which saves time and delivers actionable insights. As a result, it’s easier to improve agent performance, enhance the customer experience, and make more data-driven decisions based on what’s happening in real calls.
Abhishek Ranjan S.
Effortless Monitoring with Accurate Insights
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
I like how Observe.AI provides AI-powered insights that make it easier to monitor and analyze customer interactions, evaluate agent performance, and identify areas for improvement. It helps me reduce the time needed for manual reviews and makes it easier to understand customer feedback. The user-friendly interface is a big plus, allowing for quick access to conversation data and identification of key trends. The accurate insights and ease of use in quality monitoring and coaching make the process more efficient. The initial setup was straightforward with an intuitive interface, and I appreciate the improved automation and actionable insights that help in performance tracking. Overall, I’m impressed with how Observe.AI brings together conversation insights with our existing workflow, enhancing efficiency and making performance monitoring more effective.
What do you dislike about the product?
I find that the accuracy of AI-generated insights in some complex conversations could be improved. I would also like to see more customization options for reports and dashboards, along with faster navigation when reviewing a large number of interactions.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to monitor and analyze customer interactions, evaluate agent performance, and improve service quality. It reduces manual review time, identifies performance gaps, and helps track trends efficiently while enhancing ease of use and delivering accurate insights.