What do you like best about the product?

we can narrow down our search depending on what we are looking for

What do you dislike about the product?

the only thing I dont like is sometime the transcripts dont match the calls

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

it's easy to see what may be causing high call volume, for example, how many calls are we getting relating to W2's

What do you like best about the product?

An easy to use interface, making grading and coaching easier

What do you dislike about the product?

Language translation would be an added bonus

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

Working out how to pull our info with an API call into other platforms, we've been able to provide a faster workflow to grading however

Recommendations to others considering the product:

Reach out to your RM as their communication is excellent!

What do you like best about the product?

The team at Observe AI was a pleasure to work with. They were very thorough and willing to assist no mater how small or large the task was. Their guidance and expertise was evident in our implementation of Observe AI.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 our supervisors.

What do you dislike about the product?

Extracting data and reporting needs to be better.

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

Evaluating 100% of calls makes it easier to give feedback to agents, also being able to spot trends of why customers are calling in.

Recommendations to others considering the product:

Very easy and simple to use. Also the staff at Observe.AI is like no other, they care about you succeeding using their product.

What do you like best about the product?

I like the ease of use. I like that I am able to sort through calls easily.

What do you dislike about the product?

I wish I could sort calls by language or that there was an indicator of language.

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

It's quick and efficient. Even if the chat transcripts arent 100% accurate you are able to easily find the portion of the call you are looking for.

Recommendations to others considering the product:

Observe Ai is a great way to listen to calls. It is easily accessible and can be easily filtered to narrow your search.

What do you like best about the product?

Two features: Analyze and Explore. I do like both features because it helps a lot with the efficiency and accuracy when capturing what both (Customer and Agent) are saying.

What do you dislike about the product?

When switching over different teams, the filters do not keep/stay selected.

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

Negative sentiment from Customers, incorrect payment procedures, Agents not using scripts for specific policies.

What do you like best about the product?

It helps to improve the way that we evaluate the call

What do you dislike about the product?

The translation is not 80% correct. we need a quick report the same day

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

We are reporting by Snippet report in Obseve.AI

Recommendations to others considering the product:

Can we have the option to export the reports into Excel

What do you like best about the product?

i like how we can customize the moments created and see a quick insight using the scorecard dashboard.

What do you dislike about the product?

i dont like how the date is formatted in raw data, it give us a hard time to manage the data.

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

we have done AHT analysis and Sales Use Case and it help us to save more money for the business

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?

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?

That I have these "moments" that I can use to find exactly what I'm looking for when it comes to find trends, and I can adjust them with the LOB talk-off, basically, do my own verbiages according with our calls. Audits are easier and faster. I have the call transcriptions right there in the same screen, and they are very accurate. Everything is right there, the platform is very easy to use.

What do you dislike about the product?

For my LOB we are still not able to download calls. I would like to have the demographic information available and some of the sensitive information like cards or checking account info, basically, numbers. For my LOB is an information that agents need to gather accurately, so is something that I would like to hear. Also the time difference, so far it only have available the calls in EST time, I wish I could select our time so I don't have to mentally calculate the call time.

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

Call monitoring is more fast, and for example, when we receive escalations that required transcriptions, we are able to do it more fast too.

Recommendations to others considering the product:

If you are looking to maximize your employees' time and make their performance more accurate, this is the right tool!