Overview
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…
Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look
Call Center Evaluations Made Easy
Observe.AI accelerates higher value transactions across the board
Pricing
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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
What is Observe.ai?
With Observe.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using coaching and evaluation workflows, and improving key business metrics.
Platform enables businesses to:
Observe.ai Screenshots
Observe.ai Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Comparisons
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Reviews and Ratings
(7)Community Insights
- Pros
- Cons
- Recommendations
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.
Users commonly recommend the following improvements and actions based on their experience with Observe.AI:
- Enhance the Auto QA feature by adding a forward button or a feature to advance on a specific point of the recording.
- Provide tools for searching specific instances of occurrences via phone or chat.
- Spend time upfront to set up Observe.AI correctly.
- Use Observe.AI for quality employee enhancement.
- Utilize Observe.AI for swift and customized searches to locate troubled situations/moments for CS agents.
- Take advantage of Observe.AI's helpfulness in assisting agents, providing feedback, and protecting employees.
- Partner with Observe.AI as a great product and company.
- Consider Observe.AI for a detailed look from the outside, saving time, and providing more visibility into data and agent quality.
- Utilize Observe.AI's speech recognition and API capabilities to extract insights from agent-customer dialogue.
- Engage with the Observe.AI team for accessibility, assistance, guidance, and expertise.
- Leverage Observe.AI's network of consumers to learn from their use cases.
- 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.
Attribute Ratings
Reviews
(1-3 of 3)- 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
- 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
- None
Call Center Evaluations Made Easy
- 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.
Observe.AI accelerates higher value transactions across the board
- 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.