Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Observe.AI - A must have for your contact center
What do you like best about the product?
I love the insights that you are able to gather from the system. With the click of a button, I can get access to data that would take all day for my QA team to try and compile.
What do you dislike about the product?
At this point and time, I don't have any dislikes. I do wish that our systems were able to communicate more data with the call recording for the dashboard. However, this is a limitation of our system, not Observe.AI. I'm sure as we continue our journey there will be some other wish items, but for now, it is far superior to what we were doing previously for our quality assurance program.
What problems is the product solving and how is that benefiting you?
We are gaining insights into how to be more effective at retaining our customers. We are focusing our energy currently probing questions...getting more insights into customer wish to cancel. We are also using it to capture and develop ways to reduce long calls. We also are now able to do more comprehensive sales compliance. The main benefit so far has been redeploying 30% of our quality assurance to other areas of needs. We expect to see boost in retention saves and productivity as we deploy strategies from the data obtain.
Great Service for Call Centers
What do you like best about the product?
A great way to analyze and evaluate agents call performance and quality.
What do you dislike about the product?
As with any AI software, it may not always be 100% accurate, but nothing unexpected. It is definitely a game-changer.
What problems is the product solving and how is that benefiting you?
Observe.AI helps with recognizing where improvement is needed and identifying top performers and if quality standards are being met.
I love OAI. It give you several was to review agents calls, status and coaching.
What do you like best about the product?
The coaching sessions and how you can improve your agents call with feedback
What do you dislike about the product?
I like everything about OAI, its very resourceful
What problems is the product solving and how is that benefiting you?
I haven't had any problems with OAI
Everything you need in a QA system
What do you like best about the product?
We evaluated a lot of platforms and decided on using Observe.ai. They have an easy-to-use platform, a simple pricing model, helpful support & guidance from the team after the sales hand-off, and straightforward integrations. Overall, an excellent experience, and I would highly recommend them for a QA platform.
What do you dislike about the product?
Nothing as of now - they have met or exceeded our expectations.
What problems is the product solving and how is that benefiting you?
We needed a comprehensive QA system to evaluate our call center agents. We are getting insights into our calls that we were unable to before - what are the key terms our top performing agents are saying, etc.
Recommendations to others considering the product:
As with any big purchase, I would recommend doing your research. Evaluate a few systems and see which one fits your business needs the best. Observe.ai definitely was leaps and bounds ahead of the competition.
Celebrate Observe.AI!
What do you like best about the product?
Observe helped us to well, quite literally, observe our agents at a detailed and birds-eye-view level. It's helped us gain insightful knowledge of issues and findings we may not have known about previously through the Scorecard feature. There, we can get a good idea of what's happening across the board for our team. The individual scorecard evaluations are simple to navigate, and filling them out is a no-brainer. The leaderboard to see how performance is overall is easy to use and detailed. The coaching sessions help us keep track visually of how our team prospers from their coaching sessions.
What do you dislike about the product?
I cannot find much to dislike about Observe. The only thing I can think of is there is not a search function for "all-time" when viewing calls.
What problems is the product solving and how is that benefiting you?
Observe has helped us gain crucial knowledge regarding agents who may be less than honest upon logging into work in the morning. Since we've acquired Observe, we've learned of different features that allow us to gain insightful knowledge on our agents' day-to-day calls.
Recommendations to others considering the product:
If you want a detailed look from the outside looking in, Observe is the way to go!
Amazing company with helpful staff! So easy to use
What do you like best about the product?
The automation of the system and ease of use
What do you dislike about the product?
the complexity and time of building moments, if I must give feedback
What problems is the product solving and how is that benefiting you?
We have used the system to help diagnose issues within the team
User friendly
What do you like best about the product?
Easy to capture and identify department trends along with a breakdown of missed opportunities
What do you dislike about the product?
System errors when a new change is in effect makes it difficult to continue regular work duties
What problems is the product solving and how is that benefiting you?
Customer Satisfaction and Process Adherence being captured allows the department to acknowledge and improve on Soft Skills
QA Scorecards
What do you like best about the product?
QA Scorecards has improved time spent for completion
What do you dislike about the product?
need more training slides for the agents sides
What problems is the product solving and how is that benefiting you?
QA Scorecards has improved time spent for completion. Reporting on moments.
Recommendations to others considering the product:
Save time and more visibility into data and quality of agents
Observe AI is easy to use and is pretty intuitive
What do you like best about the product?
I like the ability to create moments to pinpoint specific areas to focus on the call.
What do you dislike about the product?
I don't have much that I dislike about it.
What problems is the product solving and how is that benefiting you?
Being able to identify coaching opportunities quickly. It's a great tool to keep agents accountable for following script and staying compliant.
Very pleased with Observe.AI!
What do you like best about the product?
An easy-to-use system, and all the information I need on one screen! It makes it easy to work quickly and efficiently using Observe.AI. I love having a platform that allows me to do the majority of my work off of one screen without having to juggle mutiple sites at one time. This makes me a more efficient worker and allows me to focus more on the task at hand. The customer service that Observe.AI provides has been very instructive and useful, they make sure that we know how excited they are to have us partner with their company and are always open to suggestions. They invest their time in identifying our needs and working together to find solutions together.
What do you dislike about the product?
I'm not too fond of the inability to delete QM forms that are not in use. Personally, I would also love to be able to look up specific calls using their Call ID number. In my position, I am given many specific calls to grade therefore, it would be very useful to be able to search for that exact call and grade it. I would also love to see improvements made to the QM form since certain limitations have been problematic. These limitations include the inability to select more than one answer on a mutiple choice question and the section name not appearing on the Excel report sheet.
What problems is the product solving and how is that benefiting you?
We are currently working to integrate the Amazon connect ID into the Observe.AI system, which will help immensely to convert 100% of the QMs being completed using the new system.
Recommendations to others considering the product:
I would recommend Observe.AI. I am delighted with my experience with the company, especially its customer service and willingness to assist with any questions. Though it's a small company, they have dynamic employees who put the client first and make the experience and transition smooth.
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