Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Very organized and easy to use
What do you like best about the product?
It is a very organized and friendly to use software.
What do you dislike about the product?
Sometimes the transcription is not as accurate.
What problems is the product solving and how is that benefiting you?
As a team, we're able to make sure agents are following the proper compliance process when assisting customers.
Very Intuitive and User Friendly Tool
What do you like best about the product?
Its User Interface and Customer Service.
Fairly strong AI Engine
Fastest Speed to tool deployment across all the vendors
Tool is pretty inituitive to use and can be used by People who have no Analytics background at all to cater to their needs.
Team is great, full of energy and always ready to help.
Fairly strong AI Engine
Fastest Speed to tool deployment across all the vendors
Tool is pretty inituitive to use and can be used by People who have no Analytics background at all to cater to their needs.
Team is great, full of energy and always ready to help.
What do you dislike about the product?
1) On Prem Setup is not available, which becomes little tricky to manage at times.
2) Very Limited Language capability, which is not a big concern for me at the moment, but at some point this will become challenging becoz of the clientele we cater to
2) Very Limited Language capability, which is not a big concern for me at the moment, but at some point this will become challenging becoz of the clientele we cater to
What problems is the product solving and how is that benefiting you?
1) Reduction in AHT
2) Quick Insights in terms of how are agents are performing
AHT Reduction trends are visible with decline in Non Value Add activities like Silence and Hold, overall Call duration remaining same. We have projected 3% HC reduction within 1st 2 months post the systems Go live and are on the way to achieve it.
2) Quick Insights in terms of how are agents are performing
AHT Reduction trends are visible with decline in Non Value Add activities like Silence and Hold, overall Call duration remaining same. We have projected 3% HC reduction within 1st 2 months post the systems Go live and are on the way to achieve it.
Easy QA and Voice Analytics Platform at your fingertips
What do you like best about the product?
Easy to set up and easy to use QA and speech analytics platform. Great team to work with and customise for use cases for each client
What do you dislike about the product?
Transcription accuracy when handling regional dialects is lower than when calls are in English but the comparitive scores are higher than other tools
What problems is the product solving and how is that benefiting you?
We are solving FCR, NPS increase and identifying opportunities on non sales calls. We are in the early stages of implementation and are finding out the benefits of not having QA for conformance
We´re successful with speech analytics from Observe, today and very proud of the teamwork built.
What do you like best about the product?
The presentation of the project, the onboarding process, support 24/7, cutting edge technology, CSM team, and the availability, and service of the whole Observe team.
What do you dislike about the product?
Escalations to India´s team take long times.
What problems is the product solving and how is that benefiting you?
Agility, coverage improvement to monitor QA, flexibility to monitor different fronts of interest in the campaings with moments, Observe really bring insights.
Love the advance approach to Quality Management through powerful use of AI.
What do you like best about the product?
Very intuitive tool, and great partnership with Observe AI.
What do you dislike about the product?
I wish the machine learning process was faster :)
What problems is the product solving and how is that benefiting you?
With Observe AI we will be see more QA adoption with our team leads as it will reduce the amount of time spent listening to phone calls.
Recommendations to others considering the product:
If your leads are overwhelmed with day to day operations that make consistent QM an issue, Observe AI has helped us identify opportunities for efficiency and QM.
QC Analysis
What do you like best about the product?
Delivery of attentive and friendly client support.
What do you dislike about the product?
Incorrect transcription of proper nouns.
What problems is the product solving and how is that benefiting you?
Rebuttals have decreased substantially.
Analysts are delivering evaluations quickly and efficiently.
Analysts are delivering evaluations quickly and efficiently.
Recommendations to others considering the product:
Observe AI executives are engaged and fully committed. They sincerely desire to meet your business needs.
The support has been phenomenal. They are always there when needed.
What do you like best about the product?
How involved they are with your usage. The time that they are willing to put in ensuring that the product is a great fit and benefiting you is awesome! Observe doesn't just care that you're a customer, they care that Observe is helping you grow your business.
What do you dislike about the product?
Some glitches with the system have set us back a little bit/taken a bit of time to troubleshoot.
What problems is the product solving and how is that benefiting you?
We are solving the problem of needing an efficient way to score, coach, and evaluate our team. The benefit of have AI as part of your software has really increased the productivity of our evaluation.
Recommendations to others considering the product:
Get it - it's ease of use and friendly support is top notch. The turn around time on request is very quick. If something needs trouble shooting it is handled efficiently and with a with a sense of urgency.
The Observe AI tool has been of great help in driving improvement in customer experience.
What do you like best about the product?
The Observe AI tool has helped me greatly in reducing the time that I take to evaluate the calls, the moments that pinpoint the exact time that a key aspect of the interaction was completed as well as the transcript decreases the possibility of having to relisten if I forgot to highlight something on the call. The Analyze tab helps me to track an agents trend based on the words spoken on a call, which can then be "nipped in the bud" during coaching and being proactive before it becomes a client complaint.
What do you dislike about the product?
The only areas lacking are reporting and live monitoring.
What problems is the product solving and how is that benefiting you?
The tool has helpful in improving the quality scores as the moments from all the calls the agent has taken as well as the calls evaluated provide a great trend analysis that is incorporated in coaching sessions. The consistent and more in debt feedback from these sessions have shown the agents improving.
Recommendations to others considering the product:
The Observe AI tool is great option to consider when looking into the speech analytics industry. The staff is reliable, always checking in and do their best to satisfy the needs of their clients. The tool itself has variety for tracking just about any occurrence and is always learning; therefore, providing more accurate analysis. It will save you time that can be better used developing agents rather than scoring them continuously and the coaching sessions held can be more detailed to drive improvement based on the information that the tool gathers for you without having to listen to every call taken,
Demonstrated focus on CX from Day 1
What do you like best about the product?
Dedicated team and process. Alignment to our needs and goals from the beginning. We may not be their biggest clients but they treat us like we are. We do not feel like they are a vendor, but a true partner that is aligned with our goals and needs.
The implementation process was by far one of the most efficient and thorough we have had with a partner/vendor.
The implementation process was by far one of the most efficient and thorough we have had with a partner/vendor.
What do you dislike about the product?
Product is still growing. While I wish everything I want was already built, their development team is very responsive and we have seen releases pushed quickly
What problems is the product solving and how is that benefiting you?
We needed ACTIONABLE data intelligence on the patient's needs and why a prospective patient would move forward or not. We also needed second to none quality of our agents. Using the tool we can quantify both and tie the incremental improvements to the business outcomes/KPIs
Recommendations to others considering the product:
Spend the time and the money to have a team internally who will become your SME and super users, you will realize full value quickly by making this investment
Extremely excited and pleased with ObserveAI
What do you like best about the product?
ObserveAI provides several other enhancements and tools that most speech analytic systems do not have the capabilities or desire to provide. A one stop shop for everything needed for Quality and Operations needs. Absolutely love the passion and desire from the vendors developers and sales managers to make this a more attractive system. Several new features done in a short period of time
What do you dislike about the product?
No complaints thus far. Launching of ObserveAI has been perfect! We receive Great organized support from our implementation Manager and our assigned Customer Relationship Specialist.
What problems is the product solving and how is that benefiting you?
ObserveAI has allowed my QA team to navigate and complete monitors at a faster pace. Additional filters were added that were requested by my reps to allow them to easily find specific calls for different clients.
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