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Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on …
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…
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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…
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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.
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:
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:
-Analyze customer conversation
-Spend less time searching for and evaluating tactical areas of conversations
-Deliver consistent CX
-Help accelerate agent performance
Observe.ai Screenshots
Observe.ai Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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(7)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- 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)Companies can't remove reviews or game the system. Here's why
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
Observe.ai transcription accuracy and
ease of use we found it to be on par or in many cases superior compared to other
players. Their enablement, launch, and training process are hassle-free and
their integration is that good. We selected Observe.ai because we needed a partner we could
grow with, and they have not disappointed.
60
Quality assurance uses it for our call quality
and customer experience monitoring program; Recruiting uses it to validate post-hiring recruiting quality; Training uses it to gather insights on how
effective their program was based on how compliance with process requirements
our associates are; Legal uses it to trigger investigations based on potential risks detected by the solution, and Operations uses it to manage the agents' performance.
3
Any user can easily learn the tool but to
become an internal supporter of the solution in case you run into issues, the
skills required are knowledge of dialer and call recording flows, AWS and API, SQL, and databases knowledge highly desirable. There are other levels of knowledge about the tool itself I recommend trained users to practice over time to truly master it.
- 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
February 10, 2022
Call Center Evaluations Made Easy
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.
Observe.ai provided our business a pricing structure that was attainable with our required ROI.
February 10, 2022
Observe.AI accelerates higher value transactions across the board
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.