Observe.AI - Screen Recording
Observe.AIReviews from AWS customer
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Great adition to our telephony system
What do you like best about the product?
The ability to create specific moments to search for within our call center has been a great addition to our call center.
What do you dislike about the product?
It would be helpful to see the ticket information from our CRM system within Observe.AI in order to link all the info together quickly.
What problems is the product solving and how is that benefiting you?
We have been able to speed up the rate we can produce Quality Assurance trends.
Recommendations to others considering the product:
Observe has been a great tool for our Quality Assurance team to identify trends and see specific moments. WE can use it for individual reviews for our agents, as well as over scoring for our call center as a whole.
Brand Assurance
What do you like best about the product?
100% visibility into experiences. Ability to identify positive interactions and recognize great work, while learning best practices. For the bad, ability to learn what's not working from product to process. In addition, the ease of use. Observe is user friendly and allows customization on the fly as new issues/concerns arise.
What do you dislike about the product?
Inability to identify multi-step (if/then) moments. Ex. If this and that were both said, identify it within the moment.
What problems is the product solving and how is that benefiting you?
Compliance related issues. Insurance is a heavily regulated industry. Observe allows us to pickup when words like department of insurance, statute, law, rule, etc. are referenced. This allows us to identify potential regulatory compliance gaps in the business and address. In addition, it allows us to identify complaints and situations where customers aren't happy. This allows us to have a pulse on how consumers are reacting to our product and to improve shortcomings.
Recommendations to others considering the product:
Leverage Observe.AI's network of consumers. Regardless of industry, a lot can be learned from consumers and their use cases.
Strong partnership to onboard a valuable new AI tool for a call center environment.
What do you like best about the product?
Observe.AI provides us an in house expert to connect with on a weekly basis. Not only are we discussing how to use the tool in its present format but we are given the opportunity to identify ways for the tool to be improved. The Observe.AI team takes our feedback both into consideration and into action presenting us with an improved tool.
What do you dislike about the product?
Newer product so not as developed some of the other product options available.
What problems is the product solving and how is that benefiting you?
We have an improved agent audit and feedback too. Our Customer Service agents have immediate access to their specific calls as well as more frequent feedback on how they are performing to expectations.
It has changed our experience with audits for the better!
What do you like best about the product?
Quick responses, ease of use, ability to review/evaluate a call from the same screen as listening to the call. I also feel that the support from out account success manager, LISA has been superb!
What do you dislike about the product?
Dislike - nothing so far - every time we have ideas - we've been able to work out ways to make them work. Not too much else to dislike- I would like to also like to see if we can have filters saved for future searches - or a saved search so as to not have to re-choose all options again.
Currently would like the option for multiple people to evaluate the same call individually.
Currently would like the option for multiple people to evaluate the same call individually.
What problems is the product solving and how is that benefiting you?
Solving the problem of evaluations not being done in a timely manner.
Benefit is that evaluations are saving TONS of time, and can see follow up on coaching sessions!
Benefit is that evaluations are saving TONS of time, and can see follow up on coaching sessions!
Enhance your Quality and Business review process!
What do you like best about the product?
Extremely easy to use. Set up and training were quick and efficient. The system allows us to do more than standard quality review. We are able to build moments to look at our business processes with the same eyes as our customer interactions.
Customer Support is professional and top notch.
Reliability is consistent with great contingency. If ever there are issues we are notified quickly. So far no outage issues.
Customer Support is professional and top notch.
Reliability is consistent with great contingency. If ever there are issues we are notified quickly. So far no outage issues.
What do you dislike about the product?
Not a dislike but a request. We are looking forward to more granular reporting. This is current in process with Observe.
What problems is the product solving and how is that benefiting you?
Totally rebuilt our quality program.
We enhance our training program for both New Hires and Up Training.
We are able to spend equal time reviewing our business processes and have made significant changes to the way we do business based on Observe.
We enhance our training program for both New Hires and Up Training.
We are able to spend equal time reviewing our business processes and have made significant changes to the way we do business based on Observe.
Recommendations to others considering the product:
Ease of use and support is impeccable. Use if for more than just quality. It has so many additional use cases.
Insightful & informative for business operations
What do you like best about the product?
Observe AI provides us with a really good search capability. Whether you’re searching for a good call to use for a call calibration, trying to identify a theme with a particular product, or trying to find customers who complain, there are lots of options. As more and more calls are included in the tool, our data and the power behind that data expands.
What do you dislike about the product?
We haven’t gotten to the point where we can leverage it yet to provide clear customer insights and trends. We will eventually want to get to a point where we can leverage the data to paint a clear picture of what our customers are saying about our products and service when they interact with us.
What problems is the product solving and how is that benefiting you?
We used to be extremely manual in performing call QA. We leveraged clunky spreadsheets and were shooting in the dark when pulling calls. The problem we were trying to solve was around automation of a process. We are realizing benefits in call QA now being more streamlined, the tool allows for calls to be scored from within Observe AI, we also have options around what calls we pull for review and can identify moments and trends in moments. Our review of calls is faster and of a higher quality
IT will help and enhance your QA Monitoring experience
What do you like best about the product?
We partnered up Observe A.I. for almost three months now and the experience have been great. The company and the team over at Observe A.I is pretty hands-on throughout the whole process to make sure you’re utilizing this amazing tool to its fullest potential. Lisa, our point of contact, has been amazing in guiding us to develop a plan on how we should use it to the best abilities for our team and beyond the normal QA Monitoring process. In the beginning stages Lisa was very involved with the reconstruction of how we do Call Monitors and has helped tremendously with feedback and guidance to make sure the tool works best for us. Since then Lisa and I meet every week to check in and bounce ideas to one another to plan for the future or revisit the current process to see if there’s any enhancement that needs to be done. As of just a couple weeks, we’ve gone live in using this tool day by day and have been seeing positive progress so far with our team in Customer Care. We started to test it out on focusing one area to help improve our survey score, which we started to call “the Empathy Score” and since went live every day the score has only gone up. I’m very impressed with the software on how easy it is to navigate, pull the call, and having complete transparency with what took place with the call. We have some limitations on what we can and can’t do but it’s due to our system restriction with our phone provider on how our calls are recorded. I would definitely recommend Observe AI to any call center that wants to improve with how you monitor calls, its game-changer for sure.
What do you dislike about the product?
there not much to dislike. I would say the main thing is the reporting, I wish there were more options on reporting to see trends.
What problems is the product solving and how is that benefiting you?
Saving time with QA Monitorings
The game-changer in CX Automation!
What do you like best about the product?
Wow, this is a hard one. All the Features are truly beneficial but; I would have to say, my favorite feature of OAI is 100% automation! In the traditional BPO industry, a Quality Assurance/Compliance Team is only able to audit roughly 4-6% of all calls taken yearly but, with OAI the bridge is sure crossed! What does that mean for an organization? It means more customer insights on what your customers enjoy and, you also identify what needs to be fixed, to increase your customer base. It also means that you do not miss a single agent trend as now you are seeing every interaction that is handled.
What do you dislike about the product?
I would not say "dislike" but, the one feature I am looking forward to seeing being launched is live call guidance. This would truly assist agents that are working on compliance based accounts and, it would be a total 360 for the call monitoring process. You are not just getting results, the tool would be producing your results. # further Game-changing#
What problems is the product solving and how is that benefiting you?
Some of the issues that the tool is currently assisting with providing a resolution to are:
1. Reduction in compliance issues. With the 100% automation, we can identify ALL compliance-based opportunities and put together fixes for them before there are any potential escalations.
2. Reducing agent's learning curve. With the tool, we have created a Robust OJT procedure for new hires and, to be able to see all of their trend and opportunities early on out as opposed to, a sample size, we can identify their strengths and weaknesses and focus fixes to ensure that they are the best at what they do from early on out. This also assists with training as we can see if there is a common theme for new hires and share the insight with the training dept for them to improve.
3. This also assists our clients with business insights through the "moments" feature as we can see what makes our customers happy and vice versa.
4. Reduction in AHT and identifying what are the drivers for high AHT. This narrows down it to an individual, a call type, and we can diagnose fixes where needed.
1. Reduction in compliance issues. With the 100% automation, we can identify ALL compliance-based opportunities and put together fixes for them before there are any potential escalations.
2. Reducing agent's learning curve. With the tool, we have created a Robust OJT procedure for new hires and, to be able to see all of their trend and opportunities early on out as opposed to, a sample size, we can identify their strengths and weaknesses and focus fixes to ensure that they are the best at what they do from early on out. This also assists with training as we can see if there is a common theme for new hires and share the insight with the training dept for them to improve.
3. This also assists our clients with business insights through the "moments" feature as we can see what makes our customers happy and vice versa.
4. Reduction in AHT and identifying what are the drivers for high AHT. This narrows down it to an individual, a call type, and we can diagnose fixes where needed.
Recommendations to others considering the product:
If you are looking for the tool to enhance and improve customer satisfaction whilst fostering improve agent results, Observe AI is your stop.
EX= CX What a real AI should be
What do you like best about the product?
Onboarding and business case uses. The onboarding and sales team were beyond professional and helpful. We also have realized how useful the tool can be when combined with our learning platform. When looking at the creation of a call library we have seen that the tool can also aid in the speed of learning to also include customer insights for a better customer and agent experience.
What do you dislike about the product?
So far we have not experienced any challenges or concerns based on the tool function.
What problems is the product solving and how is that benefiting you?
100% call auditing, agent recording, business insights and ROI based on role adjustments.
Recommendations to others considering the product:
One of the simplest and easiest AI and speech analytics tool. Not only can integration be done with other client tools, but this can also be done with learning tools for the adaptive learning process.
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