What do you like best about the product?

being able to plot moments on calls to track instances., we are able to pick up larger sample to review., focused coaching session setup., dashboard for both TL and Agent and now showing trends as historic view. Seems like a one stop shop for everything.

What do you dislike about the product?

Need some refinements that we have already discussed with the Observe team and are at play. I think making if more 'Eye Friendly" with some color and graphs would be more engaging.

What problems is the product solving and how is that benefiting you?

Agent behavior that are low hanging fruits for us that can easily address efficiency issue with agents. Currently we're addressing AHT., and are able to show good improvement in the last few months.

What do you like best about the product?

User interface really leans towards usability and simplicity. This makes it easier for everyone to navigate on! It really focuses on end user experience.

What do you dislike about the product?

Metadata should be readily available from the get go to avoid back and forth conversation regarding what info is required to make OAI a one stop shop for all insights needed

What problems is the product solving and how is that benefiting you?

Quality metrics in general. This platform gives a more holistic view of what's happening with the business. ~5% improvement on account AHT as this is currently being used for targeting HC reduction.

Recommendations to others considering the product:

Observe AI has tremendous amount of support being provided by their team once you're locked in on a deal them. This makes it easy to get immediate assistance may you encounter any issues along the way.

What do you like best about the product?

100% of calls (for active accounts) are recorded which is amazing - the last software we used was not this reliable. We made the switch in January 2020 and it couldn't have been more perfect timing right before the COVID-19 pandemic. Observe allowed me to keyword search the amount of calls we were getting pertaining to COVID in a quick and easy timeframe. I've never had the ability to do this before and we now can get so much more information from our customers to improve our process and products. The ability to create moments is amazing for marketing and key trend purposes. This allows me to see the percentage of calls within a date range that meet criteria I can easily set up myself without having to go through hoops. I can filter this by team, ring group, you name it. We uploaded our call scoring guides into the program which allows our Quality Management Manager to score the call within the same screen - listening, reading the transcript and filling out the form. This has cut down our time on call scoring severely which is huge for cost savings. We can't wait for auto-scoring to decrease this time even more. Agents are then able to easily view this along with the call for self improvement. Our Observe team has also been absolutely amazing - we have worked with Lisa Chong and Jonnie Enriquez. They are both incredibly energetic and dependable people to work with. Quick to respond and always willing to listen and help come up with solutions. As it's been a hard year for everyone and we weren't able to get everything we wanted out of the software due to decreased volume, they've been there every step of the way to optimize as much as we can to prepare for 2021. The features have continued to evolve during our year as they actively accept our feedback and use it to improve the product. We also really love the search features - this has probably been the biggest time saver. You can easily filter by day, by user, by ring group, by keyword, call ID, team, call disposition, phone number, call duration (huge for call scoring purposes), and more. Another huge benefit for us is being able to easily download and save calls - it couldn't be easier. From a Contact Center Director position, this has been a huge asset to us and we are so glad we made the change.

What do you dislike about the product?

Honestly there's not a lot we dislike - reporting could improve. You aren't able to export most of the reporting which is hard to share with the Executives within our company. We also look forward to this integrating more from a reporting aspect within our call platform so agents can see all of their statistics in one place. The other issue is that once an employee is made inactive, their calls disappear from the system which is an issue for us as we still need to review them as needed for our guests. The transcripts are easy to copy/paste but it would be nice to be able to export them.

What problems is the product solving and how is that benefiting you?

Issue with not being able to locate inactive user calls and reporting enhancements. The benefits are endless - 100% call recording, key trends without spending time analyzing calls, filtering calls, faster call scoring and decreased time spent looking for calls.

Recommendations to others considering the product:

I absolutely recommend using this product.

What do you like best about the product?

100% of the calls are recorded. The transcriptions are better than expected. The search-ability in the platform is user friendly and quick to find calls. The moments feature is very useful in finding trends.

What do you dislike about the product?

Deactivated agent calls are not saved. We have high turnover in our department so this presents a challenge.

What problems is the product solving and how is that benefiting you?

With the pandemic we were able to track all calls that were covid-related with moments. Observe enabled us to have 100% of our calls recorded. It has increased the number of calls scored as well as decrease the time it takes a score a call.

Recommendations to others considering the product:

Best in the market for quality management. Top features: 100% of calls recorded, transcriptions, search ability and ease of scoring

What do you like best about the product?

A very interactive and visually friendly system that has a lot of bells and whistles. Able to capture many aspects of the quality program we have in place for our employees. The company is very easy to work with and has a great understanding of what was needed without actually needing to know every aspect of our business.

What do you dislike about the product?

Not many downloadable reports allowing performance evaluations of the team as a whole. Needs a lot of maintenance to keep the team updated within the system.

What problems is the product solving and how is that benefiting you?

Normal QA can only listen to a max of 5% of an agent's calls which is not very indicative of their entire work. Cumbersome to comb through thousands of calls listening for specific things to give a true reflection of how the team is doing.

Recommendations to others considering the product:

Have a very clear goal of what you are trying to achieve. Don't assume what you do is standard for the entire industry. Start with the basics and build from there.

What do you like best about the product?

Love having the ability to track down obscure customer insights and am excited to get up and running with the QA evaluation forms.

What do you dislike about the product?

The transcriptions could perhaps be a bit more accurate and would like to have both "and" and "or" logic for the moments.

What problems is the product solving and how is that benefiting you?

We are surfacing hard-to-find customer insights and improving our QA process.

What do you like best about the product?

The Observe AI team is extremely hands on and eager to assist you in getting the most out of their program.

The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the analyst.

What do you dislike about the product?

Inaccuracies in the call transcripts would be my biggest complaint, as it results in the 'moments' not always reflecting accurate percentages and a lot of time is spent on submitting corrections.

What problems is the product solving and how is that benefiting you?

Giving agents a tool that allows them to get see all of their feedback in one place, as well as listen to their call, with access to these tools as frequently as they'd like or need has been extremely beneficial to the QA team and the department as a whole.

What do you like best about the product?

One of the best Quality AI systems in the market!

What do you dislike about the product?

I would love the the information to be exportable

What problems is the product solving and how is that benefiting you?

Observe.AI. facilitates time conservation when auditing calls.

What do you like best about the product?

The top two things that our teams place value on are the Moments Scorecards and the Analyze function. We have moments created not only for our QA teams but also for supervisors and other internal stakeholders in other departments to retrieve data on the custom moments we've created. The Analyze function is used by multiple roles within Customer Service to track ad-hoc changes, new moment verbiage, and to expand R&D insights for caller experience and engagement.

What do you dislike about the product?

Customer Service at Root is very data-driven. While Observe.ai has data and provides us the insights we typically need, it is a very manual and exhausting process to move that data out. As an example, we can copy the percentage of scorecards, or we can select the scorecard and copy the number of calls and the total calls into an excel/gsheet every day to see how the call center is trending.

What problems is the product solving and how is that benefiting you?

Feedback volumes and employee development, with two Quality Assurance associates we're able to find the calls flagged for opportunities based on the moment. Our two QA are able to work through moments with an existing opportunity and coach our team of over 60 associates weekly, directly impacting our employee development, growth, CSAT, and NPS through positive feedback and consistent drive to improve.

What do you like best about the product?

From sales to implementation. From speech translation to coaching. Observe outperforms all competitors

What do you dislike about the product?

No complaints with observe at all. excellent organization.

What problems is the product solving and how is that benefiting you?

Speech to text and the ability to pull data from all interactions quickly by using the text.

Recommendations to others considering the product:

Compare the sentiment and speech to text to others. Then compare how you would partner with observe vs others.