Chorus by ZoomInfo is an AI-powered Conversation Intelligence platform that captures & analyzes all customer engagements across phone calls, video meetings, and email, to help teams hit their number.
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Observe.ai
Score 8.0 out of 10
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Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into customer service operations. Observe.AI technology includes agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to contact centers.
Chorus by ZoomInfo is great when I’m running back-to-back sales calls and don’t have time for detailed notes. It captures follow-up items, competitor mentions, and even customer questions I might have missed in the moment. It’s also helpful for coaching new reps. Where it’s less useful is on super short internal check-ins or casual conversations where full transcripts and insights aren’t really needed.
Observe.ai is incredibly well suited for uncovering trends. The accuracy of their transcripts paired with how easy it is for any user to find insights helps us tap of data you would think would be impossible to get, or at least in a very slow and manual process (listening to call samples, 1 call at a time it’s a thing of the past now).
This simplicity of use and the power of their machine learning and AI applications have proven to be particularly helpful for us to boost our agent performance and training.
Observe.ai is still at the early stages of real-time agent assist, so I would not recommend it right now for that type of application.
Sometimes there were issues with the 3-minute delay for Chorus joining a live meeting.
Occasionally, deliverables were assigned to the wrong person in the summary if their voices were similar or if they were on the same audio.
Occasionally, the Chorus had problems picking up on what someone was saying. This was likely due to user error but caused gaps in the conversation recording and transcript.
It's hard for me to give anything more than a 5 at this point. The primary reason is that we have only used it for a few months and I'm still getting a feel for the level of value it provides both to me and the team. In 4 or 5 months I'll have a better understanding of its value long term
We are very satisfied with the features, support, follow up and value that Observe.ai has brought to our organization. They are also very easy to deal with and very willing to listen to recommendations to help boost the solution.
This was sold internally as something that would help us be more efficient. I had high hopes that the speech-to-text feature would be useful for getting call notes/next steps, etc documented. But due to the limitations of the software, these things would take longer using Chorus than if I just write things down manually - disappointing.
Their UI is very easy to navigate and understand. Most features are easily accessible and they seem well balanced and connected with each other. Users at our company have been trained with good proficiency levels in just a few hours, and high proficiency can be achieved in a week or less if you spend the time to practice.
I personally have not had too many major issues with Chorus, but the times that I have reached out to their customer support team I have always received great responses in a very timely manner. Their support team is trained in a very polite way and cares about resolving your issue. They are knowledgeable and helpful and the customer service line does not take long to connect to a real individual.
Like I noted in the other category, it has been smooth for the most part. But we really do enjoy the hard work of our CSM and everything he has been able to provide us in terms of support.
Chorus by ZoomInfo offers a balanced approach compared to these platforms. Against Salesloft, Chorus provides better conversation intelligence and AI-driven insights while Salesloft excels in cadence management. Versus Gong, Chorus delivers similar analytics with a more intuitive user interface and faster implementation. Compared to Microsoft Teams, Chorus transforms basic call recording into actionable sales intelligence with advanced coaching features Teams lacks. What sets Chorus apart is its functionality and usability - robust enough for enterprise needs without complexity, yet more sophisticated than other software with basic features. The ZoomInfo integration also provides unique prospecting context that enhances conversation preparation
