About Observe.AI

Observe.AI is a cloud-based call analysis solution, which helps businesses transcribe calls, automate speech recognition and gauge customer sentiments in order to improve agent’s performance in real-time. Features include data redaction, user management, role-based permissions, data filtering, coaching notes, and call moment creation. The platform lets supervisors search interactions for review and gain insights about hold time, dead air or supervisor escalation. Managers can use Observe.AI to coach agents, provide instructions within a time-stamped transcript, flag anomalies and share evaluation reports with teams. Businesses can utilize the scorecard to track the performance of calls for various date ranges or teams. Supervisors can also determine development areas and view and measure agent's progress through scores. Observe.AI offers integration with the third-party platform Talkdesk. Pricing is available on request and support is provided via documentation, email and phone.
Observe.AI Software - Observe.AI searching interactions
Observe.AI Software - Observe.AI call agent performance evaluation
Observe.AI Software - Observe.AI moments
Observe.AI Software - Observe.AI agent coaching
Observe.AI Software - Observe.AI searching interactions - thumbnail
Observe.AI Software - Observe.AI call agent performance evaluation - thumbnail
Observe.AI Software - Observe.AI moments - thumbnail
Observe.AI Software - Observe.AI agent coaching - thumbnail

Observe.AI pricing

Observe.AI does not have a free version.

Free Version:
No
Free trial:
N/A

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Observe.AI Reviews

Overall rating

Write a Review!

Feature rating

Value for Money
4.5
Functionality
3.5
Ease of Use
4.5
Customer Support
4.5
2 reviews of 2 View all reviews
Verified Reviewer
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 14/02/2021

It's That Good

Overall this is a great product and they are headed in the right direction. They still need to improve reporting and language support but they do a great job and making sure when they do release new products and features they do the right way.

Pros

The speech analytics and capturing moments is truly game-changing. It's incredibly easy to set up and start using. The speech analytics is very accurate. If you use it correctly, this will pay for its self easily. Now that they have QM to grade agent calls it's even better. There reporting and analysis around call grading is also great for a newly released feature.

Cons

Reporting leaves a lot to be desired. There are really only single value charts and they don't display any comparisons. This makes it difficult to see trends with your calls. They also only support English and Spanish at this time.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 1,001-5,000 Employees
  • Used Monthly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 23/02/2021

Great Product

Overall it is user-friendly, and integrates seamlessly.

Pros

I like how automated it is. I will score my calls with pre-defined moments and attributes I am looking for.

Cons

It is more pricey than other tools, and support is sometimes lacking.

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