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How MaxorPlus uses Observe.AI

7%

“a 7% improvement in AHT and a 2% increase in customer satisfaction between January and April 2024”

As published on observe.ai. Checked by usedby on Oct 10, 2026.

What happened

MaxorPlus, a pharmacy benefit manager, uses Observe.AI Screen Recording and Agent Performance and Coaching to give supervisors a combined view of calls, including audio, screen activity and transcripts. This helps them coach remote member advocates and investigate causes of long handle times and escalations.

Summary written by usedby from the source page, in English. The figures are those of Observe.AI and MaxorPlus, not ours.

  • 2%“a 2% increase in customer satisfaction between January and April 2024”
  • 2%“Quality assurance (QA) scores also rose by 2% during this period.”

With Observe.AI Screen Recording, supervisors have gained a 360° view of conversations, including audio, screen activity, transcripts, and metadata on a single pane of glass. This comprehensive view enables them to evaluate and coach member advocates effectively.

From the page. observe.ai

Observe.AI empowers us to do coaching more efficiently and effectively, saving our leadership time and enhancing performance

Mitch Mann, Vice President for Member Services, MaxorPlus. Source

What the story claims, and what we checked

What we compared with the page.

  • The figure: 7%CheckedPrinted word for word on the page, near the name of MaxorPlus.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of MaxorPlus.
  • MaxorPlus uses Observe.AICheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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