Observe.ai vs. Zoom Revenue Accelerator

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.

Incentivized

Zoom Revenue Accelerator excels at the everyday conversations, clients wanting to understand the market, how to use the product, or just to have a chat with their broker. ZRA eats these up, provides accurate sentiment analysis, and decent enough summaries that we can start to gleam insight from the myriad conversations our client facing team are exposed to each day. Where it doesn't fully align with our business model is how it integrates with our CRM. ZRA is built for the B2B industry, and wants to attach conversations to contacts associated with deals in pipelines etc. It as a product has a poor grasp on the day to day interactions B2C businesses have with their clients, and Zoom have a lot of opportunity ahead at solving those problems.

• Call audit evaluation tools.
• Call transcription.
• Agent Leaderboard.
• Agent coaching tool/performance tracker.

Incentivized

• Summarize customer interactions
• Easily locate conversations where key terms are mentioned
• Insight into competitors
• Personal statistics tracking such as overall sentiment, patience, engagement

• 71% increase in sales since implementation.
• 33% decrease in customer escalations since implementation.
• 20% increase in script compliance since implementation.

Incentivized

• Keep improving the Salesforce integration, bring a lightning component into Salesforce with Visualforce
• Notifications for when users stop recordings or delete them
• Notifications for when managers see a users recordings
• Notifications for recordings with big deals or named accounts (custom filtering)
• Slack notifications for processes recordings for calls with deals/accounts that meet conditions for filters

Incentivized

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.

Incentivized

It has certainly been useful, but now it overlaps with other tools we are using so probably we will have to be harder on ROI here

Incentivized

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.

Incentivized

Once you're through the setup it couldn't be easier. For our client facing team members it was very much an experience of. Today you're using "App A" and tomorrow log into Zoom and you're all setup. Zoom Revenue Accelerator is effortless for an end user to pick up and start using. But the setup is where you need help to understand. Various things with where recordings are stored, how calls are routed, and even who can access what phone numbers and recordings can be challenging to setup without help. And a number of docs aren't as up to date as they could be, given the Zoom UI can change so rapidly. Once they solve the sprawling admin side of the product, it'll be a 10 out of 10.

Observe.ai provided our business a pricing structure that was attainable with our required ROI.

Incentivized

Chorus.ai is very similar to Zoom IQ. I think the sales team should invest in either product. I was not involved in the purchasing process so I am not sure why one company was chosen over the other for us to work with.

Incentivized

• The BEST ROI we have spent in years.
• Fraction of a penny per call.
• Increased overall revenue and revenue by person.

Incentivized

• Allows me to be Building repeatable scalable processes! Being authentic and creating more humility amongst the locker room.
• Provides stark contrast to those reps in the middle of the pack vs high activity top performers. I don’t always “see” the winning behaviors of the top reps, the win through effort, but many have a lot to learn about themselves and have even more opportunity to win more!
• Provides self awareness and coaching opportunities for the individual producers on their own