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.

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Images

Observe.AI agent performance
Observe.AI call performance
Observe.AI score
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Observe.AI video
Observe.AI screenshot: Observe.AI agent performance Observe.AI screenshot: Observe.AI call performance Observe.AI screenshot: Observe.AI score

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

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Reviews

Overall rating

4,5 /5
(2)
Value for Money
4,5/5
Features
3,5/5
Ease of Use
4,5/5
Customer Support
4,5/5

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Showing 5 reviews of 2
Verified Reviewer
Overall rating
  • 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.

Verified Reviewer
Overall rating
  • 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.

Observe.AI offers the following pricing plans:

  • Free Trial: Not Available

Please contact Observe.AI for pricing details.

Observe.AI offers the following features:

  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Customer Experience Management
  • Sentiment Analysis

Observe.AI has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Observe.AI supports the following languages:

English

We do not have any information about what devices Observe.AI supports

Observe.AI integrates with the following applications:

Talkdesk

Observe.AI offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base

Related categories

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