Observe.AI, a leader in Contact Center AI, announced the hiring of contact center industry veteran, Jon Heaps, as Vice President of Channel. Heaps is a seasoned channel leader who has helped accelerate businesses including Talkdesk, ShoreTel and NICE InContact and has spent more than two decades moving hundreds of contact centers to the cloud.
Following a year of explosive growth for Observe.AI, including a 300 percent boost in revenue, a $54 million Series B funding round, and hiring more than 100 new employees, Observe.AI’s appointment of Heaps will help accelerate the company’s momentum and drive its next phase of growth with Master Agents and Subagents. The channel ecosystem is critical to continuing leadership in the contact center AI space, and in his new role, Heaps will be responsible for leading strategic channel program initiatives.
Heaps comes to Observe.AI with more than two decades of experience in software technology and telecommunications marketing, sales and business management leadership roles. He spent the past 15 years in strategic roles supporting the move of contact centers to the cloud.
The appointment of Heaps to VP of Channel comes after Observe.AI launched its AI-powered Agent Performance & Coaching Suite earlier this month. For joint customers, Observe.AI provides a new layer of data and actionable insights into customer experience workflows. With Observe.AI, top brands analyze 100 percent of interactions, automate quality assurance, and improve agent performance. At the same time, contact centers can pull Observe.AI’s data into other systems of record, including CCSaaS Platforms, CRMs, business intelligence tools, and more via its API.