Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Helpful Info to help with agents
What do you like best about the product?
listening to the agent's calls- I feel it helps them with how they sound and what to work on.
What do you dislike about the product?
Fails , but it helps with the things that I failed on to get them corrected
What problems is the product solving and how is that benefiting you?
to get 100%- helps with the fails
Recommendations to others considering the product:
It is really helpful for me to help my agents
A tool which has all the required information in a Balanced and Complete form.
What do you like best about the product?
I felt the words and phrases headers are the cool ones. I like the way we can search with the words and phrases agents or customers use of words. It gives us detailed information about the customer's reaction to the agents or vice-versa.
What do you dislike about the product?
I am still learning and trying to understand the different headers so I cannot say that I dislike the product yet. I think with the passing days I will have more to say.
What problems is the product solving and how is that benefiting you?
We hear calls for an agent with specific cases which requires any attention. We can see whether the information provided was correct or not. Also, if there is any specific customer who is not happy we can reach out to them and try to resolve the issue.
Make my job easier
What do you like best about the product?
Have the opportunity to recognize more moments
What do you dislike about the product?
Improve the specific words marked on the call
What problems is the product solving and how is that benefiting you?
The script help me to have a better concept of what happened on the call
Recommendations to others considering the product:
Nothing
Excellent Partner
What do you like best about the product?
Collaboration, strong partner who truly cares about our helping our business, people and customers succeed.
What do you dislike about the product?
Not a dislike, but an opportunity to continue expanding feature functionality. Based on experience so far, no doubt that will happen.
What problems is the product solving and how is that benefiting you?
Create stronger data and analytics that we can use to drive CX and EX as well as Client stickiness
Affordable gong-alternative for high volume call centers
What do you like best about the product?
Once integrated, observe as helped us identify calls which met certain criteria by keyword, automate elements of our call QA process and have helped our compliance teams review calls quickly and easily.
What do you dislike about the product?
Like all translation services, the system learns over time and doesn't always transcribe technical terms correctly, so they don't appear in search. We also had a difficult time connecting the system to our telephony and historical call recodings.
What problems is the product solving and how is that benefiting you?
Call recording, transcription, redaction, call QA and record management. We wanted to move away from Gong (cost) since we have a high volume of calls and wish to retain them.
GREAT APPLICATION FOR COACHING
What do you like best about the product?
the ability to access any and all of the sales reps calls at anytime of the day. to be able to coach my team and give them feedback
What do you dislike about the product?
i find it very very easy to use and have no problem figuring it out if i have to
What problems is the product solving and how is that benefiting you?
coaching my team to success - making sure they are following the process
Recommendations to others considering the product:
I love this for the employees - just to have feedback for them - to protect our employees as well
My Obseve AI Experience
What do you like best about the product?
The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call.
The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs.
The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs.
What do you dislike about the product?
Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy.
What problems is the product solving and how is that benefiting you?
OAI allows us to have an immediate view through key Moments if the business is heading in the right direction - allowing our Operations support to immediately address issues once they appear.
Recommendations to others considering the product:
I am not sure if there are any other competitors out there that offer the same or even similar services, but OAI should be the go-to for any business that has a voice-communicating customer base.
Very good system. Does everything we need it to do.
What do you like best about the product?
Coaching tracking is a fantastic module.
What do you dislike about the product?
nObserve.ai has yet to implement enhanced moments.
What problems is the product solving and how is that benefiting you?
Quality monitoring, coaching, client access to recordings.
Recommendations to others considering the product:
None.
Love the system
What do you like best about the product?
Ease of access. Finding information, and tracking information as well.
What do you dislike about the product?
I would like to be able to "join" duplicate agents in the future.
What problems is the product solving and how is that benefiting you?
Tracking agent's call scores as well as tracking each point that is missed
Observe AI is helpful with call reviews
What do you like best about the product?
I like the searchable options and how easy it is to select what you are wanting to view on the left hand side for it to filter out instead of searching through an entire list. I also like that you have the ability to edit the work that you are doing or delete it completely if needing to start over.
What do you dislike about the product?
Other than the text issue when reading the conversations, I cant think of anything else that needs improving.
What problems is the product solving and how is that benefiting you?
I love how everything is displayed on one screen. We had to pull up separate screens for every aspect of scoring the call, so it made the task tedious. It has increased productivity cause you arent looking for several screens to complete one task cause its all there on one screen.
Recommendations to others considering the product:
Its very user friendly and increases productivity time.
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