What do you like best about the product?

Easy to use, user friendly, customizable and reports are graphic.

What do you dislike about the product?

Somehow the system does not transcribes accuratelly 100% of the call, there isn't an option to separate caller from receiver yet (however it's one of the improvements we want to see soon.) the implementation could be more smooth

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

Evaluate 100% of calls and make the feedback in realtime. Minimize the errors.

What do you like best about the product?

* Easy to use platform
* Installation and implementation is days not weeks
* Speed and flexibility in creating "moments," which is the base for the scoring
* The benefit is limited to the imagination
* Every single calls is "graded" through EVALUATIONS module
* Seconds to find a call (s) to handle an escalation
* A compelling scoreboard and leaderboard where there is NO subjectivity

What do you dislike about the product?

There is nothing that I dislike, however, I would like to see the following:

* Calls are "ingested" live without a delay
* Text message and/or email Analytical Review

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

* Generating bundled sales by being able to focus on valuation, automobile relocations, and packing, thereby increasing revenue.
* Customer escalations are resolved with the data on what actually happened on the call(s) in seconds
* Each employee can self coach and see their own data and the data of others

Recommendations to others considering the product:

This is an amazing platform, however, a car does not drive by itself. You and your organization MUST be committed to not only using it, however, also modifying employee behavior based upon it.

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?

The clarity and precise of the API documentation is quite good. It is easy for testing and implementation in Postman and other Python environment. Following the API doc steps, it is very easy to set up the test API.

What do you dislike about the product?

No error examples are in the API. It can be helpful to list several error code or the range of fields. This will further help avoiding errors in deployment.

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

Trying to use the API to retrieve data of agent talking script. The API provides the content of agent-customer dialogue, which contains informative features to later business analysis and modeling work.

Recommendations to others considering the product:

Observe.AI is doing great in speech recognition. Their product is a API that helps our team to extract insights from dialogue between agents and customers.

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 being able to see results within seconds and the ability to drill down to the granular detail

What do you dislike about the product?

Not being able to sort by columns for all filters. For instance on the Leaderboard you can only sort by certain headers. As you add columns you still can't sort

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

Hope to help the AHT rather quickly on identifying those outliers along with call control.

Recommendations to others considering the product:

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

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?

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.