Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
238 reviews
from
External reviews are not included in the AWS star rating for the product.
An already great tool that has continued getting better over time!
What do you like best about the product?
It helps us find trends in our phone calls that would be hard to find otherwise, good and bad. It also lets proactive agents see a live log of their calls to check on their progress. We can also compare previously graded scorecards side by side to see what the individual agent is missing in order to help them improve in key areas.
What do you dislike about the product?
It can have a hard time recognizing proper nouns, but from when we started with Observe.Ai, it has improved considerably at identifying them. I was also having some trouble getting access to a certain feature but the support team was quick to help with my problem!
What problems is the product solving and how is that benefiting you?
Observe.Ai lets agents get more involved in the process of Quality Control. It also lets them see and hear exactly what they said during a phone call to reduce any agent push back. It also helps us schedule coaching sessions with agents and has a log of what we discussed with the agent so it clears up any potential confusion. With the 'Moments' that Observe.Ai uses, we can see clear statistics of what the general agent population is doing or not doing as well! It has been a great too at identifying many potential coaching opportunites with agents.
Recommendations to others considering the product:
I would say be involved with the Observe.Ai team when you are looking to partner with them. They are very open with communication and can take your ideas to add to the tool potentially or can advise you on what they have seen work with other companies in the past.
Great Tool!
What do you like best about the product?
- Can be customized to the company needs
- User friendly
-Helps the users to identify areas of improvements on their team
-Very responsive Team
- User friendly
-Helps the users to identify areas of improvements on their team
-Very responsive Team
What do you dislike about the product?
It takes some time to get the tool where it needs to be
What problems is the product solving and how is that benefiting you?
- The tool has helped my team abide by our policies and procedures, such as dead air and hold time violation
QC team lead
What do you like best about the product?
The transcription and able to locatecall
What do you dislike about the product?
There are no dislikes to the systemgreat.
What problems is the product solving and how is that benefiting you?
It gives the call in a quick process and makes the grading simpler.
Recommendations to others considering the product:
Awesome navigation and word search.
Great Tool!
What do you like best about the product?
I enjoy the mood portion; this helps us know what we need to improve on, and the scorecard is a great feature. I find it very helpful that there is a coaching option as well.
What do you dislike about the product?
This isn't a dislike, but I would like the option to be able to have two scorecard options in one. A call that is maybe five minutes or so, then gets transferred the scoring, then goes in the name of the last person.
What problems is the product solving and how is that benefiting you?
I can coach my team on how to wrap up a call and to avoid dead air, have them explain to the caller know what they are doing to serve the caller.
Moxie PC and Observe
What do you like best about the product?
The ease of use for my quality assurance team.
What do you dislike about the product?
I have nothing bad to say about Observe.Ai.
What problems is the product solving and how is that benefiting you?
I have been able to listen to a higher volume of calls and specifically pick what I am listening to and Observe will find it.
Great product with many benefits
What do you like best about the product?
Friendly interface
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
What do you dislike about the product?
Not being able to break it down by agent once you have created your team.
What problems is the product solving and how is that benefiting you?
Before Observe.AI we were manually having to pull each call and fill out a scorecard we built in excel. This product has allowed us to quickly pull calls and score them and then review and coach our team.
My experience using Observe.AI has been a great one! This software is super easy to navigate.
What do you like best about the product?
I looooooove the moments! I love that we can create moments then quickly grade those areas on the evaluation form. I also love the coaching feature, which allows you to track follow-up and progression. We have tripled in evaluations completed per month after we started using Observe.AI!
What do you dislike about the product?
I currently don't have any dislikes about Observe.AI.
What problems is the product solving and how is that benefiting you?
I can manage compliance and customer satisfaction better than ever before. I'm also able to grade calls more efficiently. Coaching and feedback are also effortless to operate with Observe.AI, and everything is in one spot for each Expert when it's time to review.
Recommendations to others considering the product:
GET IT!!! I promise you will not be disappointed.
Organized, and easy to use!
What do you like best about the product?
I like that it is easy to filter and find specific calls quickly.
What do you dislike about the product?
The moments captured in calls isn't always accurate.
What problems is the product solving and how is that benefiting you?
It is helping me monitor and evaluate the call center, making sure they are maintaining the highest level of quality to our customers.
I love using this tool for coaching
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
Excellent platform and communication
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!
showing 171 - 180