Case Study: RealDefense achieves 103% sales quota attainment with Observe.AI

RealDefense Hits 103% Sales Quota Attainment with AI-Powered Coaching, Increasing Revenue by 13%

RealDefense, a provider of identity protection and tech support services, was struggling with low sales and a lack of visibility into its contact center performance. With agents not adhering to scripts and sales quota attainment at only 50-60%, they needed a single source of truth to understand and improve their sales process. They turned to Observe.AI's Intelligent Workforce Platform to address these challenges.

By implementing Observe.AI, RealDefense gained critical insights into customer interactions and agent performance, enabling targeted coaching. This led to a 90% improvement in auto-fail scores and a massive increase in sales quota attainment to 103%, ultimately driving a 13% increase in overall revenue for the company.

RealDefense

Nancy Carbone

Senior Director of Call Center Sales