Observe.AI - Screen Recording
Observe.AIReviews from AWS customer
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Very easy to use and evaluate your ICs
What do you like best about the product?
I can provide coaching sessions and evaluate my ICs quickly. We can locate meaningful calls worth considering in an effortless manner using the attributes.
What do you dislike about the product?
I haven't found anything I dislike yet regarding the product itself.
What problems is the product solving and how is that benefiting you?
We are able to find areas of opportunity for our ICs when they are on the phones with our clients. We can quickly pinpoint things said incorrctly and point out positives from the call.
Love Observe.ai
What do you like best about the product?
I love how effortless Observe.ai makes it for us to work with them. Their whole team is very customer service-driven, resulting in a very positive experience across our team. Rob is very good at articulating multiple explanations/definitions of a business process into an easy-to-understand and straightforward output that satisfies all parties involved. He goes above and beyond to ensure he has the correct understanding of what we are trying to achieve, and he has exceeded our expectations throughout the implementation process. I have worked with quite a few other individuals at Observe.ai since the inception of this project. First, with Anant and Ben, who in such a short amount of time became like friends. Andrew in engineering, who worked diligently through the implementation process, and last but not least, Shak, our Customer Success Manager, who is perceptive, likable, and fits in very well with our team. Hats off to Observe.ai for putting together such a top-notch team.
What do you dislike about the product?
Not a dislike, but it would be nice to see the dashboards represented in graphs.
What problems is the product solving and how is that benefiting you?
We needed to identify business drivers and be more proactive regarding our customers' needs. We are just beginning to use Observe.ai and are very excited about the insights we think we will gain from the data. Ask me again about the realized benefits a year from now.
Recommendations to others considering the product:
Make sure to get real-time examples of transcription accuracy and research to what extent the vendors you are considering use AI. We were disappointed in the outcome of both with previous vendors who did not deliver as promised. That is not the case with Observe.ai, they have exceeded our expectations.
Observe.AI - A must have for your contact center
What do you like best about the product?
I love the insights that you are able to gather from the system. With the click of a button, I can get access to data that would take all day for my QA team to try and compile.
What do you dislike about the product?
At this point and time, I don't have any dislikes. I do wish that our systems were able to communicate more data with the call recording for the dashboard. However, this is a limitation of our system, not Observe.AI. I'm sure as we continue our journey there will be some other wish items, but for now, it is far superior to what we were doing previously for our quality assurance program.
What problems is the product solving and how is that benefiting you?
We are gaining insights into how to be more effective at retaining our customers. We are focusing our energy currently probing questions...getting more insights into customer wish to cancel. We are also using it to capture and develop ways to reduce long calls. We also are now able to do more comprehensive sales compliance. The main benefit so far has been redeploying 30% of our quality assurance to other areas of needs. We expect to see boost in retention saves and productivity as we deploy strategies from the data obtain.
Great Service for Call Centers
What do you like best about the product?
A great way to analyze and evaluate agents call performance and quality.
What do you dislike about the product?
As with any AI software, it may not always be 100% accurate, but nothing unexpected. It is definitely a game-changer.
What problems is the product solving and how is that benefiting you?
Observe.AI helps with recognizing where improvement is needed and identifying top performers and if quality standards are being met.
I love OAI. It give you several was to review agents calls, status and coaching.
What do you like best about the product?
The coaching sessions and how you can improve your agents call with feedback
What do you dislike about the product?
I like everything about OAI, its very resourceful
What problems is the product solving and how is that benefiting you?
I haven't had any problems with OAI
Everything you need in a QA system
What do you like best about the product?
We evaluated a lot of platforms and decided on using Observe.ai. They have an easy-to-use platform, a simple pricing model, helpful support & guidance from the team after the sales hand-off, and straightforward integrations. Overall, an excellent experience, and I would highly recommend them for a QA platform.
What do you dislike about the product?
Nothing as of now - they have met or exceeded our expectations.
What problems is the product solving and how is that benefiting you?
We needed a comprehensive QA system to evaluate our call center agents. We are getting insights into our calls that we were unable to before - what are the key terms our top performing agents are saying, etc.
Recommendations to others considering the product:
As with any big purchase, I would recommend doing your research. Evaluate a few systems and see which one fits your business needs the best. Observe.ai definitely was leaps and bounds ahead of the competition.
Celebrate Observe.AI!
What do you like best about the product?
Observe helped us to well, quite literally, observe our agents at a detailed and birds-eye-view level. It's helped us gain insightful knowledge of issues and findings we may not have known about previously through the Scorecard feature. There, we can get a good idea of what's happening across the board for our team. The individual scorecard evaluations are simple to navigate, and filling them out is a no-brainer. The leaderboard to see how performance is overall is easy to use and detailed. The coaching sessions help us keep track visually of how our team prospers from their coaching sessions.
What do you dislike about the product?
I cannot find much to dislike about Observe. The only thing I can think of is there is not a search function for "all-time" when viewing calls.
What problems is the product solving and how is that benefiting you?
Observe has helped us gain crucial knowledge regarding agents who may be less than honest upon logging into work in the morning. Since we've acquired Observe, we've learned of different features that allow us to gain insightful knowledge on our agents' day-to-day calls.
Recommendations to others considering the product:
If you want a detailed look from the outside looking in, Observe is the way to go!
Amazing company with helpful staff! So easy to use
What do you like best about the product?
The automation of the system and ease of use
What do you dislike about the product?
the complexity and time of building moments, if I must give feedback
What problems is the product solving and how is that benefiting you?
We have used the system to help diagnose issues within the team
User friendly
What do you like best about the product?
Easy to capture and identify department trends along with a breakdown of missed opportunities
What do you dislike about the product?
System errors when a new change is in effect makes it difficult to continue regular work duties
What problems is the product solving and how is that benefiting you?
Customer Satisfaction and Process Adherence being captured allows the department to acknowledge and improve on Soft Skills
QA Scorecards
What do you like best about the product?
QA Scorecards has improved time spent for completion
What do you dislike about the product?
need more training slides for the agents sides
What problems is the product solving and how is that benefiting you?
QA Scorecards has improved time spent for completion. Reporting on moments.
Recommendations to others considering the product:
Save time and more visibility into data and quality of agents
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