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Observe.AI description
Observe.AI analyzes customer conversations to help you improve your contact center. It uses artificial intelligence to provide real-time guidance to agents during calls and automated quality assurance afterwards. Businesses use Observe.AI to improve agent performance, boost sales, and make sure they are following all the rules. It works for contact centers of all sizes and integrates with your existing systems.
Who is Observe.AI best for
Observe.AI analyzes customer conversations to improve contact center performance. Its AI provides real-time agent guidance and automated quality assurance. Users love the easy-to-use interface and helpful filters, but some find transcription inaccuracies and limited reporting frustrating. This tool is best for mid-size to large contact centers aiming to boost agent performance and customer satisfaction.
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Ideal for medium to large businesses.
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Best for contact centers in finance, insurance, and healthcare.
Observe.AI features
| Supported Observe.AI monitors script adherence with real-time prompts and post-call analysis. |
| Supported Observe.AI analyzes customer sentiment during live interactions. |
| Supported Observe.AI offers real-time guidance using its Real-Time AI solution, providing live prompts during calls. |
| Supported Observe.AI automates quality assurance, including agent performance evaluation and script adherence. |
We evaluate the sentiment that users express about non-functional aspects of the software
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Observe.AI reviews
We've summarised 226 Observe.AI reviews (Observe.AI G2 reviews) and summarised the main points below.
- Easy-to-use interface and navigation simplifies call review and analysis.
- Comprehensive call transcripts aid in understanding customer interactions.
- Moments feature allows for efficient identification of trends and coaching opportunities.
- Helpful filters enable quick and targeted call searches.
- Excellent customer support provides prompt assistance and valuable guidance.
- Inaccurate transcriptions are a common complaint, impacting moment accuracy and requiring manual review.
- Callbacks are often missing, requiring use of secondary tools for complete evaluations.
- Limited reporting capabilities hinder data export and analysis for business reviews.
- Real-time call data and integrations with other systems can be delayed.
- Some features, like screen recording and advanced moment customization, are not yet available.
Observe.AI pricing
The commentary is based on 3 reviews from Observe.AI G2 reviews.
Observe.AI pricing isn't explicitly mentioned, but one review states it's "not free." Despite the cost, reviews highlight its value, citing time savings and actionable insights that outweigh the price for quality assurance and customer retention.
Users sentiment
See the Observe.AI pricing page.
Observe.AI alternatives
Enthu.aiBetter for evaluating agent performance with features like evaluation management and call calibration. Higher rated by users. An Observe.AI competitor and alternative.Read more
InvocaBetter for marketing attribution and revenue generation. More suitable for businesses relying on inbound calls. Higher rated by users. Has a better ease of use, but implementation can be more challenging.Read more
TethrBetter for analyzing emails and chats alongside calls. Has grown faster than Observe.AI, with higher user ratings. More appealing to users who value ease of use and customer support. An Observe.AI competitor and alternative for credit unions, insurers, and utilities.Read more
HubSpot Sales HubBetter for sales and marketing teams needing CRM and sales automation. A more user-friendly interface is reported. Wider industry applicability. Observe.AI alternative. Observe.AI competitor.Read more
TalkdeskBetter for larger enterprises seeking broader integrations and real-time dashboards. Talkdesk is a strong Observe.AI competitor and alternative for streamlined contact center operations.Read more
Ender TuringMore focused on financial institutions and software companies. Has fewer features and slower momentum. Users report issues with Czech language support and speech recognition. Observe.AI alternative.Read more
Observe.AI FAQ
What is Observe.AI and what does Observe.AI do?
Observe.AI is a contact center AI platform that analyzes customer conversations to improve agent performance and boost sales. It provides real-time agent guidance, automated quality assurance, and sentiment analysis. Observe.AI helps businesses enhance customer experience and ensure compliance.
How does Observe.AI integrate with other tools?
Observe.AI integrates with various CRM and communication platforms. It also offers real-time call data integrations, though users have reported occasional delays with these integrations. More information on specific integrations is not readily available.
What the main competitors of Observe.AI?
Observe.AI's main competitors include Tethr (Creovai), Enthu.AI, Talkdesk, Ender Turing, Genesys Cloud CX, and Crexendo. These platforms offer similar contact center AI solutions, focusing on conversation analysis, agent performance improvement, and automated quality assurance.
Is Observe.AI legit?
Observe.AI is a legitimate software solution. It's known for its user-friendly interface and comprehensive call transcripts. However, some users have reported inaccuracies in transcriptions and limited reporting capabilities. Consider these points when evaluating if Observe.AI is safe and right for your needs.
How much does Observe.AI cost?
Observe.AI doesn't publicly disclose its pricing. Contact their sales team for a custom quote based on your specific business needs and to determine if the product is worth the investment for you.
Is Observe.AI customer service good?
Observe.AI receives positive feedback for its helpful customer support team, who are praised for their responsiveness and willingness to assist with implementation and ongoing support. Users appreciate the frequent communication and proactive approach of the Observe.AI team. However, some users mention that escalations can sometimes take longer than desired.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.