About Observe.AI
Observe.AI is a call analysis platform designed to help businesses prepare call transcription and automate speech recognition in order to detect customer sentiments and improve agents' performance in real-time.
The AI-enabled application lets managers search and filter conversations for review and gain insights into various aspects of interactions such as hold time violations, negative sentiments, and supervisor escalation. Managers can leave coaching suggestions for agents within a time-stamped transcript, flag compliance breaches, and share evaluation reports with team members. Observe.AI also enables supervisors to create custom call moments such as call openers or closers using specific keywords and phrases. It automatically redacts confidential PII/PCI data collected from both audio and video call transcripts.
Using the scorecard, businesses can monitor call performance across various date ranges and teams. Observe.AI helps supervisors track agents' coaching progress, identify improvement areas, calculate scores, and prepare notes. Administrators can create new teams, add or remove multiple users, and set up role-based permissions for accessing resources.
Pricing starting from:
N/A
- Free Trial
Devices
Business size
Markets
Supported Languages
Pricing starting from:
N/A
- Free Trial
Images
Features
Total features of Observe.AI: 24
- API
- Access Control
- Analytics
- Benchmarking
- Call Center Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Tracking
- Compliance Management
- Customer Experience Management
- Data Filtering
- Feedback Management
- Monitoring
- Opportunity Management
- Performance Metrics
- Progress Tracking
- Real Time Data
- Real Time Monitoring
- Role-Based Permissions
- Search Functionality
- Sentiment Analysis
- Third Party Integration
- User Management
Alternatives
CallFinder
CallMiner Eureka
Stratifyd
OTO
Reviews
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Write a Review!- Industry: Telecommunications
- Company size: 51-200 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
It's That Good
Reviewed on 2021/02/14
Overall this is a great product and they are headed in the right direction. They still need to...
Overall this is a great product and they are headed in the right direction. They still need to improve reporting and language support but they do a great job and making sure when they do release new products and features they do the right way.
Pros
The speech analytics and capturing moments is truly game-changing. It's incredibly easy to set up and start using. The speech analytics is very accurate. If you use it correctly, this will pay for its self easily. Now that they have QM to grade agent calls it's even better. There reporting and analysis around call grading is also great for a newly released feature.
Cons
Reporting leaves a lot to be desired. There are really only single value charts and they don't display any comparisons. This makes it difficult to see trends with your calls. They also only support English and Spanish at this time.
- Industry: Computer Software
- Company size: 1 001-5 000 Employees
- Used Monthly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Great Product
Reviewed on 2021/02/23
Overall it is user-friendly, and integrates seamlessly.
Overall it is user-friendly, and integrates seamlessly.
Pros
I like how automated it is. I will score my calls with pre-defined moments and attributes I am looking for.
Cons
It is more pricey than other tools, and support is sometimes lacking.
Observe.AI FAQs
Below are some frequently asked questions for Observe.AI.Q. What type of pricing plans does Observe.AI offer?
Observe.AI offers the following pricing plans:
- Free Trial: Not Available
Please contact Observe.AI for pricing details.
Q. What are the main features of Observe.AI?
Observe.AI offers the following features:
- Call Center Management
- Call Monitoring
- Call Recording
- Customer Experience Management
- Sentiment Analysis
Q. Who are the typical users of Observe.AI?
Observe.AI has the following typical customers:
Small Business, Large Enterprises, Mid Size Business
Q. What languages does Observe.AI support?
Observe.AI supports the following languages:
English
Q. Does Observe.AI support mobile devices?
We do not have any information about what devices Observe.AI supports
Q. What other apps does Observe.AI integrate with?
Observe.AI integrates with the following applications:
Talkdesk
Q. What level of support does Observe.AI offer?
Observe.AI offers the following support options:
Phone Support, Online Support, FAQs, Knowledge Base
Related categories
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