#1 most frequent
United States of America
76.9%110 installations of 143
What is Observe.ai?
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.
Categories & Use Cases
Media
Screenshot of Observe.AI
Who Buys & Uses Observe.ai
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
4.2%6 installations of 143
#3 most frequent
India
3.5%5 installations of 143
Call Center Evaluations Made Easy
Use Cases and Deployment Scope
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.
Pros
- Call audit evaluation tools.
- Call transcription.
- Agent Leaderboard.
- Agent coaching tool/performance tracker.
Cons
- Reports are limited.
- Transcript accuracy.
- Ability to ignore on hold messaging in call transcription.
Most Important Features
- Call Auditing/Evaluation.
- Agent Coaching.
- Quick and easy access to call recordings and transcriptions.
Return on Investment
- 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.
Alternatives Considered
CallMiner Eureka
Other Software Used
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), MiCloud Connect (formerly ShoreTel)
Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look
Use Cases and Deployment Scope
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.
Pros
- 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
Cons
- A bit more customization of some screens to filter the data how I want
Most Important Features
- Transcription accuracy and accesibility
- Top notch quality assurance management functionality
- Ease of use
- Coaching tool
- New team performance reporting capabilities
Return on Investment
- 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
Alternatives Considered
Stella Connect, by Medallia, Five9, Verint Speech Analytics, Playvox, Virtual Observer, NICE CXone (formerly NICE inContact), Calabrio ONE and CallMiner Eureka
Other Software Used
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)
Usability
Observe.AI accelerates higher value transactions across the board
Use Cases and Deployment Scope
Revenue growth, script compliance, escalation resolution, and employee management.
Pros
- Easy to use platform to get started and maintain.
- Transparency on every phone call for agent coaching and customer satisfaction.
- Revenue generation.
Cons
- 71% increase in sales since implementation.
- 33% decrease in customer escalations since implementation.
- 20% increase in script compliance since implementation.
Most Important Features
- Easy to implement and scale.
- Easy reporting functionality with dashboards and integration with Power BI.
- Seamless integration with our telephony platform.
Return on Investment
- The BEST ROI we have spent in years.
- Fraction of a penny per call.
- Increased overall revenue and revenue by person.
Other Software Used
Talkdesk
