Observe.AI
Case Studies
RealDefense Boosts Sales Performance with AI-Powered Coaching, Increasing Revenue by 13%
Overview
RealDefense Boosts Sales Performance with AI-Powered Coaching, Increasing Revenue by 13%Observe.AI |
Analytics & Modeling - Natural Language Processing (NLP) Platform as a Service (PaaS) - Application Development Platforms | |
Consumer Goods Education | |
Sales & Marketing | |
Cybersecurity Speech Recognition | |
Cybersecurity Services Training | |
Operational Impact
With the implementation of Observe.AI’s Intelligent Workforce Platform, RealDefense has gained a single source of truth for their global contact centers. The platform has provided full visibility into customer interactions, allowing the company to improve agent adherence to sales scripts through targeted and contextual coaching. This has led to significant improvements in performance and revenue. The platform has also enabled RealDefense to capture how agents are selling their services and improve their technique. The Team Dashboard has heat maps that help visualize agent performance and prioritize coaching for agents that need the most guidance. RealDefense has recently expanded their contact center operations to include digital channels like web chat. By using Observe.AI to manage QA & Coaching programs across voice and chat, RealDefense can now analyze all voice and chat conversations from a single dashboard and drill down into Chat channels to optimize performance. This helps RealDefense ensure they are maintaining a consistent customer experience across all support channels. | |
Quantitative Benefit
13% increase in revenue | |
103% improvement in sales quota attainment | |
90% improvement in auto-fail scores | |