Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look
February 14, 2022
Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Observe.ai
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.
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.
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.
Do you think Observe.ai delivers good value for the price?
Yes
Are you happy with Observe.ai's feature set?
Yes
Did Observe.ai live up to sales and marketing promises?
Yes
Did implementation of Observe.ai go as expected?
Yes
Would you buy Observe.ai again?
Yes
Using Observe.ai
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.
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.
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
Using Observe.ai
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- UI navigation through different screens or features
- Creating "moments" or events you need to search for
- Creating QA scorecards
- Extracting/dowloading data
- None