Name: Observe.ai
Rating: 8 (9 reviews)
Author: Observe.ai

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Development

Business Intelligence (BI)

Collaboration

Diagramming

Project Portfolio Management

Supply Chain Management

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Converged Infrastructure

Data Center Infrastructure Management

Data Lakehouse

Data Observability

Data Privacy Management

Database Load Balancing

Ethernet Switches

File Sync and Share

Fraud Detection

Integration Platform as a Service (iPaaS)

License Management

Log Management

Managed IT Service

Network Performance Monitoring

Network Troubleshooting

NoSQL Databases

Packet Analyzer

Password Management System

Remote Support

SOA Governance

Single Sign-On

Smart Contracts

Solid State Drives

Threat Hunting

Threat Intelligence

Virtual Private Cloud (VPC)

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Creative Collaboration

Customer Success

Digital Content Creation

Digital Signage

Email Marketing

Marketing Analytics

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Field Service Management

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales

Construction Management

Equipment Rental

Homeowner's Association (HOA) Management

InsurTech

Insurance Suites

Investment Portfolio Management

Tax Practice Management

Vertical-Specific

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### Quality Assurance and Compliance
Users generally appreciate Observe.ai's accuracy in transcription and its impact on quality assurance processes. While some reviewers have noted occasional inaccuracies in the transcripts, overall, the platform is seen as a valuable tool for evaluating calls and ensuring compliance with quality standards. The ability to quickly identify areas of improvement and provide feedback to agents is highlighted as a key benefit by users. Despite some minor issues with accuracy and completeness in recordings, Observe.ai is recognized for its role in streamlining the quality assurance process and enhancing overall efficiency in call evaluations.

### Agent Performance and Coaching
Users generally praise Observe.ai for its impactful coaching sessions and agent performance enhancement. The platform's ability to provide detailed feedback and facilitate coaching sessions efficiently has garnered positive feedback from users. While some users appreciate the ease of accessing call recordings for coaching purposes, others highlight the value of the system in improving agent call quality and adherence to guidelines. However, there are occasional concerns raised about the accuracy of transcripts and the complexity of certain features like Moments. Despite these minor drawbacks, users overall find Observe.ai to be a valuable tool for enhancing agent performance through effective coaching and feedback mechanisms.

### Training and Learning Tools
Users generally find Observe.ai's training and learning tools to be user-friendly and beneficial for improving customer service agent performance. The program's ease of use and ability to provide coaching sessions are highlighted as positive aspects by reviewers. Some users appreciate the convenience of the tool, especially in terms of evaluating work and accessing colleagues' evaluation results for self-improvement. While there are mentions of slow machine learning in understanding insurance terms, overall, users seem optimistic about the potential for enhanced training and quality control for their teams. Additionally, the platform's search functionalities and customization options are praised for aiding in locating specific moments for agent development.

### Call Recording and Transcription
Users generally appreciate Observe.ai's transcription accuracy and call recording features. While some reviewers note occasional inaccuracies in transcriptions and incomplete recordings, the overall consensus leans towards the platform's usefulness in facilitating call evaluations. The ability to transcribe conversations efficiently and provide clear audio quality is highlighted as a significant advantage. Despite some minor drawbacks, users find that the transcription and recording capabilities of Observe.ai contribute positively to their evaluation processes.

### Customer Interaction Review
Users generally praise Observe.ai's efficiency in reviewing customer interactions. They appreciate the ease of use and the ability to quickly locate specific information within calls. The transcription feature is highlighted as a valuable tool for enhancing the review process, although some users have noted occasional inaccuracies. The platform's capability to automate elements of the call quality assurance process and assist compliance teams in swift call reviews is well-received. Additionally, users find the ability to read transcripts and listen to calls simultaneously to be a significant benefit for thorough interaction review.

### Conversation Analysis and Insights
Users generally appreciate Observe.ai's robust features for analyzing conversations and gaining valuable insights from evaluations and customer interactions. The tool's ability to transcribe conversations and identify key phrases and sentiments has been well-received, allowing for efficient evaluation of agent performance and call quality. While some users have highlighted minor drawbacks such as the need for improved search functionalities and metadata accessibility, overall, the platform's conversation analysis and insights capabilities have proven to be beneficial in enhancing the evaluation process and uncovering valuable customer insights.

### Speech and Keyword Analytics
Users generally appreciate Observe.ai's speech and keyword analytics features, finding them helpful in locating specific words and phrases during call evaluations. While some users praise the accuracy and ease of use of the search functionality, others express concerns about occasional inaccuracies in transcriptions and translations. Despite these drawbacks, many users acknowledge the value of being able to analyze conversations and identify key moments efficiently. The ability to search for negative sentiments and create customized searches is highlighted as a particularly useful aspect of the speech and keyword analytics tool. Additionally, users appreciate the accessibility and variety of search engines provided by Observe.ai, making it easier to find relevant information within recorded calls.

### Reporting and Monitoring
Users generally agree that Observe.ai's reporting and monitoring features play a significant role in enhancing call evaluation and coaching processes. The platform's ability to transcribe conversations, track key moments, and provide detailed insights into agent-customer interactions has been well-received. While some users have highlighted minor issues with translation accuracy and the need for quicker reporting, overall, the consensus leans towards the effectiveness and efficiency of Observe.ai's reporting and monitoring functionalities. The platform's comprehensive approach to tracking and analyzing calls has proven to be a valuable asset for users seeking to improve quality assurance and performance management within their call centers.

### AI and Automation Enhancements
Users generally believe that Observe.ai's AI and automation features greatly enhance their call evaluation and quality assurance processes. The tool's automation capabilities have been praised for streamlining call scoring, providing insights into customer interactions, and identifying compliance issues efficiently. Users appreciate the ease of access to transcriptions and the user-friendly interface, which simplifies the evaluation process. Despite some minor issues with incomplete transcriptions, overall, users find that Observe.ai's AI and automation enhancements contribute significantly to improving the efficiency and effectiveness of their call evaluation tasks.

### Productivity and Efficiency Improvements
Users generally appreciate Observe.ai's role in enhancing productivity and efficiency in their work processes. The consensus among reviewers is that the platform's productivity and efficiency improvements functionality is a valuable asset, making tasks easier and job processes smoother. Many users highlight the time-saving benefits and the ease of accessing all necessary tools within one platform, leading to increased productivity levels. The efficiency of Observe.ai in streamlining work tasks and providing quick access to essential resources is consistently praised by users, indicating a strong positive sentiment towards its productivity and efficiency enhancements.

Users commonly recommend the following improvements and actions based on their experience with Observe.AI:

1. Enhance the Auto QA feature by adding a forward button or a feature to advance on a specific point of the recording.
2. Provide tools for searching specific instances of occurrences via phone or chat.
3. Spend time upfront to set up Observe.AI correctly.
4. Use Observe.AI for quality employee enhancement.
5. Utilize Observe.AI for swift and customized searches to locate troubled situations/moments for CS agents.
6. Take advantage of Observe.AI's helpfulness in assisting agents, providing feedback, and protecting employees.
7. Partner with Observe.AI as a great product and company.
8. Consider Observe.AI for a detailed look from the outside, saving time, and providing more visibility into data and agent quality.
9. Utilize Observe.AI's speech recognition and API capabilities to extract insights from agent-customer dialogue.
10. Engage with the Observe.AI team for accessibility, assistance, guidance, and expertise.
11. Leverage Observe.AI's network of consumers to learn from their use cases.
12. Invest time and money in having a team internally to become SMEs and super users for Observe.AI.

These recommendations highlight the importance of improving certain features within Observe.AI, investing effort in setup and training, and utilizing the platform's capabilities for quality enhancement, efficient searches, and valuable insights. Users also emphasize the positive experiences they have had with the company's customer service and suggest engaging with them for support and guidance.

Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on one screen, allowing for quick and efficient work. This feature has been praised by numerous reviewers as it enhances productivity and eliminates the need to juggle multiple sites simultaneously.

Responsive customer service: The customer service provided by Observe.AI has received positive feedback from users. Reviewers have noted that the company's support team is instructive, useful, and shows excitement about partnering with customers. This commitment to meeting user needs and finding solutions together has been appreciated by many.

Customizable evaluation forms: The customizable evaluation forms offered by Observe.AI are highly regarded by users. These forms allow for tailored assessments and the gathering of all necessary information for coaching sessions. Several reviewers have mentioned this feature as a valuable tool in their workflow.

Inaccurate Transcription: Users have expressed frustration with the inaccurate transcription provided by Observe.AI. Some users have found that the transcriptions do not always match what was actually said in the call, making it difficult to rely on this feature for accurate record-keeping.

Missing Promised Features: Several reviewers have mentioned that Observe.AI has failed to deliver on promised features even after 18 months of use. This has left users feeling disappointed and unsatisfied with the product.

Price Increase and Additional Costs: Users are unhappy about an impending increase in prices and the need to pay for a multichannel license. They feel that these additional costs are not justified given the existing limitations of the product and its inaccurate transcription capabilities.

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.

Mediafly Intelligence360, based on InsightSquared's solution acquired by Mediafly in 2021, is a sales analytics and development platform that also supports demand generation analytics and SaaS reporting. It is designed for providing insights into sales processes, closing rates, pipeline and revenue forecasts, calculating KPIs, and market hiring processes.

Mediafly

CallRail offers phone call tracking, recording and analytics.

Call Tracking

Call Tracking + Conversation Intelligence®

Call Tracking + Form Tracking

Call Tracking Complete

CallRail

Observe.ai

Conversation Intelligence

Likelihood to Recommend

Likelihood to Renew

Usability

Conversation Intelligence Software Features

Conversation Intelligence Software Features allow users to automate various forms of conversation transcribing.

Speech-to-Text Transcription

Automatically transcribes audio recordings of conversations into text for easy review and analysis.

Keyword Detection

Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.

Sentiment Analysis

Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.

Speaker Diarization

Separates and labels different speakers in the conversation, allowing users to track who said what during the discussion.

Call Recording Playback

Enables users to listen to recorded conversations for additional context and verification of the transcribed content.

Call Summarization

Provides a summary or overview of the conversation, highlighting key points and takeaways for quick reference.

Conversion Metrics

Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.

Keyword Search & Retrieval

Allows users to search for specific keywords or phrases within the conversation transcripts for efficient information retrieval.

Call Tagging

Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.

Integration with CRM Systems

Integrates with Customer Relationship Management (CRM) systems to automatically log conversation details, update customer records, and track follow-up actions.

Microsoft Dynamics 365

MiCloud Connect

VP CUSTOMER EXPERIENCE

Observe.ai 2022-02-10 14:23:45

Observe.ai 2022-02-13 08:55:54

Observe.ai 2022-02-10 09:52:36

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Ease of use

Post sales

Sales support

Easy to use

Train users

Use platform

Customer satisfaction

Top notch

Home

Conversation Intelligence Software

We currently use Observe.AI in our Call Center as a Quality Evaluation tool. The tool allows us to provide real-time feedback to our agents on the quality of their call performance. The tool allows us to see how each agent compares against their peers.

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

Reports are limited.
Transcript accuracy.
Ability to ignore on hold messaging in call transcription.

Call Auditing/Evaluation.
Agent Coaching.
Quick and easy access to call recordings and transcriptions.

Ease of call audits for our agents, significant time savings through reduced human effort.
Allowing all call audits to be managed in a central location.
Comprehensive Agent Dashboards to easily see agent performance and quickly identify where leadership attention is needed.

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), MiCloud Connect (formerly ShoreTel)

We use Observe.ai for multiple
purposes. We perform our for-call QA evaluations and agent performance management
using the solution. We also use it to identify trends and knowledge gaps to
coach the agents within the tool. Lastly, we use it to uncover insights in combination
with other data. 

The main business problems the product
addresses are the speed, accuracy, and efficiency of our quality monitoring program;
It helps us with our training program, as it makes it easy to identify KPIs or process
requirements we need to retrain or uptrain our agents with and it certainly helps
us with legal and compliance, as it can easily identify calls that could
potentially become threats for us. The scope includes all our recovery business
and a good part of our BPO outsourcing operations.

Call transcription in English and Spanish, it's top notch, with little margin for error.
Sentiment detection, stikines, and ease of use
It's very good at integrating well with existing solutions.
Post-sales support is consistent and focused.
Working with their clients to train users and partnering up to expand your usage of the solution

A bit more customization of some screens to filter the data how I want

Transcription accuracy and accesibility
Top notch quality assurance management functionality
Ease of use
Coaching tool
New team performance reporting capabilities

3x times more efficiency in our QA management program, which ultimately produced savings of over 25% in QA spend
Boost of our sales program for a client by 17%
Helped us detect legal and compliance threats, has ultimately allowed us to save over 22k in legal expenditures in 2021

Stella Connect, by Medallia, Five9, Verint Speech Analytics, Playvox, Virtual Observer, NICE CXone (formerly NICE inContact), Calabrio ONE and CallMiner Eureka

Zendesk Sell (formerly Base CRM), Salesforce CMS, NICE Nexidia Analytics, Talkdesk, Five9, Verint Enterprise Experience (formerly Verint Enterprise Feedback Management), CallMiner Eureka, NICE CXone (formerly NICE inContact)

Quality assurance
Performance management
Legal, compliance
Recovery and collection effort
Sales enablement

Driving insights, using the transcriptions
Use it to assess effectiveness of training and recruiting
Fraud detection

Help our partners boost improve their own CX
As a workforce management tool

UI navigation through different screens or features
Creating "moments" or events you need to search for
Creating QA scorecards
Extracting/dowloading data

Revenue growth, script compliance, escalation resolution, and employee management.

Easy to use platform to get started and maintain.
Transparency on every phone call for agent coaching and customer satisfaction.
Revenue generation.

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

Easy to implement and scale.
Easy reporting functionality with dashboards and integration with Power BI.
Seamless integration with our telephony platform.

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

Observe.ai

Overview

What is Observe.ai?