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Observe.AI Hires Talkdesk, Mitel Vets as New Channel Leaders

Observe.AI will continue to expand its channel team throughout 2022.

Edward Gately

January 12, 2022

3 Min Read
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Observe.AI, which provides artificial intelligence for contact centers, just added three new channel leaders, previously with Talkdesk and Mitel.


Observe.AI’s Heather Riley

The new channel leaders are:

  • Heather Riley, head of channel marketing. She previously was Talkdesk’s director of channel marketing, and before that had roles with Integra and Nice inContact. She’s running all facets of channel marketing for Observe.AI.

  • Scott Eastman, director of channel sales. He previously was regional channel manager at Talkdesk, and before that had roles with Momentum, Integra and Advoda. He’s running channel sales for the West.

  • Tony Burns, director of channel sales. He previously was channel account manager at Mitel, and before that had roles with NetFortris and Wireline. He’s running channel sales for the Central region.

Jon Heaps is Observe.AI’s vice president of channels. He also came from Talkdesk.

“Observe.AI recognizes the value the channel brings and therefore is doubling down with its investment in people, processes and support,” he said. “The channel is a major focus and direction for the company, and a predominant way we are going to market. Because the Observe.AI technology is agnostic with all CCaaS providers, selling through the channel is a win-win.”

‘Tremendous Success’ From Channel


Observe.AI’s Scott Eastman

Observe.AI launched its channel about a year ago and is already seeing “tremendous success,” Heaps said. As such, the area with the most revenue growth is the channel.

Here’s our list of channel people on the move in December. Also be sure to check out our list of the most noteworthy people on the move in all of 2021!

“We anticipate the channel will represent 65% of the overall revenue,” he said. “The company is seeing incredible success with large enterprise customers and we anticipate that to fuel even more channel excitement.”


Observe.AI’s Tony Burns

Coverage in new regions allows Observe.AI to penetrate and gain traction in new markets through technology solutions brokerages and more trusted advisers, Heaps said.

“The increased focus on marketing will enable partners to sell effectively, and also to market directly to their customers and prospects,” he said.

Observe.AI will continue to expand its channel team throughout 2022, Heaps said.

“As the channel team grows in size, partners can expect consistent communications, regular enablement sessions and trainings, expanded sales engineering support and deeper operational support,” he said. “The product continues to evolve in very impactful and exciting ways that will no doubt be impactful for active partners.”

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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