--- title: Observe.AI Reviews meta_title: 'Observe.AI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 250 reviews by the users' company size, role or industry to find out how Observe.AI works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 250 scale: '5' date_modified: '2026-08-01' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Observe.AI Reviews **Vendor:** Observe.AI **Category:** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations) **Average Rating:** 4.6/5.0 **Total Reviews:** 250 ## About Observe.AI Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with global brands, like DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. ## Observe.AI Pros & Cons **What users like:** - Users value the **ease of use** of Observe.AI, streamlining tasks and enhancing overall efficiency. (26 reviews) - Users value the **efficiency** of Observe.AI, which streamlines agent evaluation and enhances customer interactions effortlessly. (20 reviews) - Users find Observe.AI's **helpful features** enhance call analysis, streamline coaching, and improve collaboration significantly. (19 reviews) - Users appreciate the **advanced AI capabilities** of Observe.AI, enhancing coaching efficiency and improving agent performance. (16 reviews) - Users appreciate the **advanced coaching features** of Observe.AI, enhancing agent performance through intelligent insights and suggestions. (16 reviews) - Users value the **high accuracy** of Observe.AI, enhancing both call evaluations and customer interactions effectively. (15 reviews) - Users value the **advanced analytics** capabilities of Observe.AI, enhancing business development and providing deeper insights. (10 reviews) - Evaluation Process (10 reviews) - Conversations Management (9 reviews) - Innovation (8 reviews) **What users dislike:** - Users report **accuracy issues** with Observe.AI, noting incomplete transcripts and inconsistencies in detected keywords. (16 reviews) - Users experience **inaccuracy in transcriptions** with Observe.AI, leading to confusion and incomplete information from calls. (15 reviews) - Users face **inaccurate data analysis** with Observe.AI, leading to ineffective customer interactions and lost trust in the service. (12 reviews) - Users report encountering **call issues** with Observe.AI, including missed captures and poor audio clarity affecting performance. (7 reviews) - Users find the **missing features** of Observe.AI frustrating, limiting their ability to effectively manage and analyze data. (7 reviews) - Learning Curve (5 reviews) - Limited Features (5 reviews) - Accent Recognition (4 reviews) - AI Performance (4 reviews) - Inadequate AI Capabilities (4 reviews) ## Observe.AI Reviews ### 1. Very good system. Does everything we need it to do. **Rating:** 4.5/5.0 stars **Reviewed by:** Jason B. | Senior Director of Call Center Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** Coaching tracking is a fantastic module. **What do you dislike about Observe.AI?** nObserve.ai has yet to implement enhanced moments. **Recommendations to others considering Observe.AI:** None. **What problems is Observe.AI solving and how is that benefiting you?** Quality monitoring, coaching, client access to recordings. ### 2. Excellent Partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** Collaboration, strong partner who truly cares about our helping our business, people and customers succeed. **What do you dislike about Observe.AI?** Not a dislike, but an opportunity to continue expanding feature functionality. Based on experience so far, no doubt that will happen. **What problems is Observe.AI solving and how is that benefiting you?** Create stronger data and analytics that we can use to drive CX and EX as well as Client stickiness ### 3. Using AI to improve your service desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Observe.AI?** The AI looks for certain phrases and can sense tone of voice **What do you dislike about Observe.AI?** the AI can mis hear certain words or with some people's accents **Recommendations to others considering Observe.AI:** spend the time up front to set it up correctly **What problems is Observe.AI solving and how is that benefiting you?** We are using ObservAI to cut down on the time required to run QA on our calls ### 4. Celebrate Observe.AI! **Rating:** 5.0/5.0 stars **Reviewed by:** Megan H. | Training & Development Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** 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. **Recommendations to others considering Observe.AI:** If you want a detailed look from the outside looking in, Observe is the way to go! **What problems is Observe.AI 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. ### 5. Daily User **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Observe.AI?** I enjoy seeing segments of each call and their transcriptions and having the ability to play back specific segments of each call so easily. **What do you dislike about Observe.AI?** I would say that integration has been the most challenging aspect for me. Fortunately, Observe is quick to resolve any issues that do come up. **What problems is Observe.AI solving and how is that benefiting you?** Using Observe Ai has helped increase my productivity. I have all of the tools and resources I use most frequently within one platform, and I'm able to track my data and productivity at a glance. ### 6. Love the system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** Ease of access. Finding information, and tracking information as well. **What do you dislike about Observe.AI?** I would like to be able to "join" duplicate agents in the future. **What problems is Observe.AI solving and how is that benefiting you?** Tracking agent's call scores as well as tracking each point that is missed ### 7. Quick and easy to learn to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica M. | Team lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2022 **What do you like best about Observe.AI?** Easy enough to give coaching sessions. im new to observe and still learning as i go. **What do you dislike about Observe.AI?** Transcripts are not always correct. so when giving coaching sessions, it makes it a bit odd when reviewing the calls with other reps. **Recommendations to others considering Observe.AI:** if you have any questions you can go to the help desk and it answers questions in detail. wonderful!!! **What problems is Observe.AI solving and how is that benefiting you?** Observe is allowing us to show our reps exactly where they need improvement and the call to action doing so. ### 8. Make my job easier **Rating:** 5.0/5.0 stars **Reviewed by:** Angie F. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** Have the opportunity to recognize more moments **What do you dislike about Observe.AI?** Improve the specific words marked on the call **Recommendations to others considering Observe.AI:** Nothing **What problems is Observe.AI solving and how is that benefiting you?** The script help me to have a better concept of what happened on the call ### 9. Very pleased with Observe.AI! **Rating:** 4.5/5.0 stars **Reviewed by:** Veronica R. | Q, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2021 **What do you like best about Observe.AI?** An easy-to-use system, and all the information I need on one screen! It makes it easy to work quickly and efficiently using Observe.AI. I love having a platform that allows me to do the majority of my work off of one screen without having to juggle mutiple sites at one time. This makes me a more efficient worker and allows me to focus more on the task at hand. The customer service that Observe.AI provides has been very instructive and useful, they make sure that we know how excited they are to have us partner with their company and are always open to suggestions. They invest their time in identifying our needs and working together to find solutions together. **What do you dislike about Observe.AI?** I'm not too fond of the inability to delete QM forms that are not in use. Personally, I would also love to be able to look up specific calls using their Call ID number. In my position, I am given many specific calls to grade therefore, it would be very useful to be able to search for that exact call and grade it. I would also love to see improvements made to the QM form since certain limitations have been problematic. These limitations include the inability to select more than one answer on a mutiple choice question and the section name not appearing on the Excel report sheet. **Recommendations to others considering Observe.AI:** I would recommend Observe.AI. I am delighted with my experience with the company, especially its customer service and willingness to assist with any questions. Though it's a small company, they have dynamic employees who put the client first and make the experience and transition smooth. **What problems is Observe.AI solving and how is that benefiting you?** We are currently working to integrate the Amazon connect ID into the Observe.AI system, which will help immensely to convert 100% of the QMs being completed using the new system. ### 10. Everything you need in a QA system **Rating:** 5.0/5.0 stars **Reviewed by:** Karan P. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** Nothing as of now - they have met or exceeded our expectations. **Recommendations to others considering Observe.AI:** 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. **What problems is Observe.AI 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. ### 11. Helpful Info to help with agents **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** listening to the agent's calls- I feel it helps them with how they sound and what to work on. **What do you dislike about Observe.AI?** Fails , but it helps with the things that I failed on to get them corrected **Recommendations to others considering Observe.AI:** It is really helpful for me to help my agents **What problems is Observe.AI solving and how is that benefiting you?** to get 100%- helps with the fails ### 12. Observe AI User Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2022 **What do you like best about Observe.AI?** The ability to quickly QA 100% of 100% of calls for compliance hits and misses. **What do you dislike about Observe.AI?** There are no complaints or dislikes, our team finds it a valuable tool. **Recommendations to others considering Observe.AI:** Great product, good company to partner with and once implemented simple to use. **What problems is Observe.AI solving and how is that benefiting you?** We have an account that is heavily compliance-driven. We use Observe A.I. to find and validate that required compliance statements are read. ### 13. OAI Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Observe.AI?** OAI Is very user friendly and has multiple ways of looking at data **What do you dislike about Observe.AI?** I don't think that it is OAI, but sometimes the recording is not available. **What problems is Observe.AI solving and how is that benefiting you?** Using OAI to listen and audit insurance brokers adherence to quality as defined by their organization ### 14. Easy AI Software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2022 **What do you like best about Observe.AI?** The analyze tool allows you to easily search for key words. **What do you dislike about Observe.AI?** Sometimes calls are not uploaded same-day. **What problems is Observe.AI solving and how is that benefiting you?** It makes it easier for us to locate specific calls in our call center. ### 15. Observe .AI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2022 **What do you like best about Observe.AI?** The ease of the program. It's very user-friendly. **What do you dislike about Observe.AI?** The retraction and that it can not pick up and full interpret ceratin phrases/words, **What problems is Observe.AI solving and how is that benefiting you?** Performance and quality from our agents. I like that we can pinpoint the exact location of the call needed for review. ### 16. Why I like Observe Ai **Rating:** 5.0/5.0 stars **Reviewed by:** Gwendolyn H. | Customer Service Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about Observe.AI?** Since we have joined in with Observe Ai, we have seen a tremendous decrease in rebuttals from agents. I also appreciate that it has the capabilities to add coaching notes. There is nothing like being able to go in and verify that your team leads did actually have a conversation with the agent. I appreciate their adaptability as well. For example, there is a function where you can notate the agents' action plan, which will be a great tool to hold the agents accountable for what they promised they would work on. Observe Ai is in the process of tweaking the system to where the agents themselves enter the information under the action plan. This makes it better by eliminating the He says she says of the notes that were entered. Another plus is that the agents that are really serious about their self-improvement can see and review their calls at any time. They can listen to them randomly or they can look at their scorecard which gives them an overview of how they are performing in certain moments or categories. they can select that bucker/ moment and it will pull up all of the calls that fit that category for them to listen to and review. I was a skeptic at first, but the more I use the tool the more I fall in love with it. This tool has so many other functions that I can't wait to explore. It is really user-friendly as well. Tobe transparent there are some things that need to be perfected a bit more, but I can appreciate that they are ready and available to make it work as we need it to. Lisa Chong is our Rep and she is awesome. Great personality and always a joy to meet with. **What do you dislike about Observe.AI?** I would not say that I have many dislikes as of now. Anything that we question, they are on it immediately to make it work. The transcription bot or device is learning more and more every time we use the tool. In other words, it is adapting. **What problems is Observe.AI solving and how is that benefiting you?** I may have mentioned everything in the first question. - Getting more scoring of calls done with a smaller team. - Giving the Trainers the access to be able to listen and score some training calls before the agents are scored by the actual QC Team. - This in turn gives them a chance to know what they need to work on ahead of time. - Holding Team Leads accountable by actually going in to see if they are actually coaching the agents. - Holding agents more accountable, to review their own calls a improve. ### 17. Ingenious & Informative **Rating:** 4.5/5.0 stars **Reviewed by:** Cheyenne E. | Senior Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about Observe.AI?** I like that we have available access to members of the Observe AI. Initially, I was a bit lost and they took the time to hold a few conference calls to provide some clarity about the work flow and truly explain the purposes of each tab. I like the transcription of the calls along with listening to the call as proof that the agents actually stated these words or did not follow call guide protocol becasue its recorded. **What do you dislike about Observe.AI?** I dislike that there is not immediate idenitification of the customers name and phone number along with the dealership for the recorded calls. You have to lsiten to the call or decipher it form the transcript. **What problems is Observe.AI solving and how is that benefiting you?** We utilize ObserveAI to improve the call flow of agents interactions with the customers to ensure all aspects of the call are completed in the designated order as well as notations being made in conjunction with the calls. We want to improve use of the call guide and closing the call protocol. The benefits are that the agents will not disagree with the grades of their calls because it is there for them to view. We are able to document the coaching seesions and schedule f/u for review of any improvements. We are able to compare moment buckets from just the agent to department level. ### 18. An already great tool that has continued getting better over time! **Rating:** 5.0/5.0 stars **Reviewed by:** Steven W. | CDC Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** 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! **Recommendations to others considering Observe.AI:** 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. **What problems is Observe.AI 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. ### 19. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2021 **What do you like best about Observe.AI?** The call recordings are easy to access, and coach on **What do you dislike about Observe.AI?** Transcribing of the calls could be better but I realize that is hard to do. **What problems is Observe.AI solving and how is that benefiting you?** I Like this program for it's ability to evaluate and coach our partners on their calls, along with searching for calls that are needed for business reasons,. The people at Observe.AI are easy to work with and always answer questions I have in a timely fashion. ### 20. Very easy to use and evaluate your ICs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** I haven't found anything I dislike yet regarding the product itself. **What problems is Observe.AI 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. ### 21. Observe **Rating:** 4.0/5.0 stars **Reviewed by:** Howard T. | T, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Observe.AI?** The UI is easy to navigate. and I find that I can find calls quickly **What do you dislike about Observe.AI?** The machine learning of insurance terms is slow. **Recommendations to others considering Observe.AI:** Ask the sales team to go deeper into the system as it has many tools **What problems is Observe.AI solving and how is that benefiting you?** I use it for training and quality control of my team ### 22. Easy QA **Rating:** 4.5/5.0 stars **Reviewed by:** Melanie B. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2020 **What do you like best about Observe.AI?** The Observe AI team is extremely hands on and eager to assist you in getting the most out of their program. The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the analyst. **What do you dislike about Observe.AI?** Inaccuracies in the call transcripts would be my biggest complaint, as it results in the 'moments' not always reflecting accurate percentages and a lot of time is spent on submitting corrections. **What problems is Observe.AI solving and how is that benefiting you?** Giving agents a tool that allows them to get see all of their feedback in one place, as well as listen to their call, with access to these tools as frequently as they'd like or need has been extremely beneficial to the QA team and the department as a whole. **Official Response from Gabi Contreras:** > Hi Melanie, Thanks for your input on our transcription accuracy. It’s likely that the data on your account has only been analyzed for 'mono', meaning the AI is transcribing the call as if it were one speaker instead of two. That usually causes those pesky transcription issues. We have addressed this and now with 'stereo' diarization set up on your account, you should be able to see a big difference. Your customer success manager can share more details with you! ### 23. Great platform/Product! Would recommend to anyone! A++++ **Rating:** 5.0/5.0 stars **Reviewed by:** Pat S. | Operations Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Observe.AI?** Observe.AI has made my life easier when it comes to reviewing calls for quality and also for training. The platform is very user friendly and the options and features exceed my expectations. Eric and his team are super easy to work with and very supportive! I also really appreciate the fact that the support team is there with you every step of the way, I don't feel lost and I don't feel like they are leaving me to figure out things on my own. Eric helps me realize new needs and opportunities every time we speak. **What do you dislike about Observe.AI?** I can't really say I dislike anything at this point, it has made my life much easier and I am very satisfied with the product itself and also the support I receive from Eric and his team. **Recommendations to others considering Observe.AI:** Definitely consider using their platform/product as you won't regret how easy it is to setup and implement. The support is amazing and they will be with you every step of the way and will work on meeting all of your requirements and you will even find they will help you discover new needs that you did not even realize before! **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI is helping me manage my quality and compliance requirements with ease. I've realized that with AI we can evaluate and review more calls in a more efficient and timely manner. It's hard to believe it was done any other way before. I've also come to realize that with the continued support we receive on a regular basis they have helped identify new solutions and new and better ways of doing things that make our job much easier. ### 24. Great Service for Call Centers **Rating:** 5.0/5.0 stars **Reviewed by:** April F. | Subscriber Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2021 **What do you like best about Observe.AI?** A great way to analyze and evaluate agents call performance and quality. **What do you dislike about Observe.AI?** As with any AI software, it may not always be 100% accurate, but nothing unexpected. It is definitely a game-changer. **What problems is Observe.AI 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. ### 25. These folks make it EASY!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Alden G. | Performance Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2021 **What do you like best about Observe.AI?** Very responsive. Eric has been AWESOME and Rob G as well! **What do you dislike about Observe.AI?** Nothing really. This has been a very positive experience. **What problems is Observe.AI solving and how is that benefiting you?** Efficiency and production in Quality Assurance ### 26. Great Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Raquel M. | Compliance Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** 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 Observe.AI 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. ### 27. My experience using Observe.AI has been a great one! This software is super easy to navigate. **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole B. | Quality Assurance Expert , Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about Observe.AI?** 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 Observe.AI?** I currently don't have any dislikes about Observe.AI. **Recommendations to others considering Observe.AI:** GET IT!!! I promise you will not be disappointed. **What problems is Observe.AI 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. ### 28. Increase customer experience, first call resolution and bundled sales while decreasing AHT **Rating:** 5.0/5.0 stars **Reviewed by:** Ken C. | SVP, Business Development and Consumer Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2021 **What do you like best about Observe.AI?** * Easy to use platform * Installation and implementation is days not weeks * Speed and flexibility in creating "moments," which is the base for the scoring * The benefit is limited to the imagination * Every single calls is "graded" through EVALUATIONS module * Seconds to find a call (s) to handle an escalation * A compelling scoreboard and leaderboard where there is NO subjectivity **What do you dislike about Observe.AI?** There is nothing that I dislike, however, I would like to see the following: * Calls are "ingested" live without a delay * Text message and/or email Analytical Review **Recommendations to others considering Observe.AI:** This is an amazing platform, however, a car does not drive by itself. You and your organization MUST be committed to not only using it, however, also modifying employee behavior based upon it. **What problems is Observe.AI solving and how is that benefiting you?** * Generating bundled sales by being able to focus on valuation, automobile relocations, and packing, thereby increasing revenue. * Customer escalations are resolved with the data on what actually happened on the call(s) in seconds * Each employee can self coach and see their own data and the data of others ### 29. Great Experience with Observe.AI **Rating:** 5.0/5.0 stars **Reviewed by:** Bill Z. | Sr. Manager of IT Service Desk, Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Observe.AI?** The ability to text search the calls to our call center has been a game changer. This allows me to quickly parse thousands of calls for specific verbiage. The ability to more quickly and efficiently score our calls for quality assurance has also been a huge plus. **What do you dislike about Observe.AI?** It can take a some time to help the software learn and we do get some false positives for some of our moments. That being said, these are very minor inconveniences against all of the conveniences that that software gives us. **What problems is Observe.AI solving and how is that benefiting you?** Again the ability to parse through the text rather than listening to hours of speech has been great. as far as scoring a call for quality assurance, it now takes about half the time for each call. ### 30. Overall great program with many beneficial features to improve QA **Rating:** 4.0/5.0 stars **Reviewed by:** Josh C. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2020 **What do you like best about Observe.AI?** A very interactive and visually friendly system that has a lot of bells and whistles. Able to capture many aspects of the quality program we have in place for our employees. The company is very easy to work with and has a great understanding of what was needed without actually needing to know every aspect of our business. **What do you dislike about Observe.AI?** Not many downloadable reports allowing performance evaluations of the team as a whole. Needs a lot of maintenance to keep the team updated within the system. **Recommendations to others considering Observe.AI:** Have a very clear goal of what you are trying to achieve. Don't assume what you do is standard for the entire industry. Start with the basics and build from there. **What problems is Observe.AI solving and how is that benefiting you?** Normal QA can only listen to a max of 5% of an agent's calls which is not very indicative of their entire work. Cumbersome to comb through thousands of calls listening for specific things to give a true reflection of how the team is doing. ### 31. QA Scorecards **Rating:** 5.0/5.0 stars **Reviewed by:** Roxy B. | Training and Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Observe.AI?** QA Scorecards has improved time spent for completion **What do you dislike about Observe.AI?** need more training slides for the agents sides **Recommendations to others considering Observe.AI:** Save time and more visibility into data and quality of agents **What problems is Observe.AI solving and how is that benefiting you?** QA Scorecards has improved time spent for completion. Reporting on moments. ### 32. Observe.ai works for our data-driven quality assurance team and customer-centric call center. **Rating:** 4.0/5.0 stars **Reviewed by:** Oscar E. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2020 **What do you like best about Observe.AI?** The top two things that our teams place value on are the Moments Scorecards and the Analyze function. We have moments created not only for our QA teams but also for supervisors and other internal stakeholders in other departments to retrieve data on the custom moments we've created. The Analyze function is used by multiple roles within Customer Service to track ad-hoc changes, new moment verbiage, and to expand R&D insights for caller experience and engagement. **What do you dislike about Observe.AI?** Customer Service at Root is very data-driven. While Observe.ai has data and provides us the insights we typically need, it is a very manual and exhausting process to move that data out. As an example, we can copy the percentage of scorecards, or we can select the scorecard and copy the number of calls and the total calls into an excel/gsheet every day to see how the call center is trending. **What problems is Observe.AI solving and how is that benefiting you?** Feedback volumes and employee development, with two Quality Assurance associates we're able to find the calls flagged for opportunities based on the moment. Our two QA are able to work through moments with an existing opportunity and coach our team of over 60 associates weekly, directly impacting our employee development, growth, CSAT, and NPS through positive feedback and consistent drive to improve. ### 33. Quality Insights of Tomorrow **Rating:** 4.0/5.0 stars **Reviewed by:** Jasper Aldrie N. | Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2020 **What do you like best about Observe.AI?** User interface really leans towards usability and simplicity. This makes it easier for everyone to navigate on! It really focuses on end user experience. **What do you dislike about Observe.AI?** Metadata should be readily available from the get go to avoid back and forth conversation regarding what info is required to make OAI a one stop shop for all insights needed **Recommendations to others considering Observe.AI:** Observe AI has tremendous amount of support being provided by their team once you're locked in on a deal them. This makes it easy to get immediate assistance may you encounter any issues along the way. **What problems is Observe.AI solving and how is that benefiting you?** Quality metrics in general. This platform gives a more holistic view of what's happening with the business. ~5% improvement on account AHT as this is currently being used for targeting HC reduction. ### 34. User friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Aracely S. | Quality Assurance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Observe.AI?** Easy to capture and identify department trends along with a breakdown of missed opportunities **What do you dislike about Observe.AI?** System errors when a new change is in effect makes it difficult to continue regular work duties **What problems is Observe.AI solving and how is that benefiting you?** Customer Satisfaction and Process Adherence being captured allows the department to acknowledge and improve on Soft Skills ### 35. I love OAI. It give you several was to review agents calls, status and coaching. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2021 **What do you like best about Observe.AI?** The coaching sessions and how you can improve your agents call with feedback **What do you dislike about Observe.AI?** I like everything about OAI, its very resourceful **What problems is Observe.AI solving and how is that benefiting you?** I haven't had any problems with OAI ### 36. Informative and Insightful for our business. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Observe.AI?** The team at Observe AI was a pleasure to work with. They were very thorough and willing to assist no mater how small or large the task was. Their guidance and expertise was evident in our implementation of Observe AI.The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the our supervisors. **What do you dislike about Observe.AI?** Extracting data and reporting needs to be better. **Recommendations to others considering Observe.AI:** Very easy and simple to use. Also the staff at Observe.AI is like no other, they care about you succeeding using their product. **What problems is Observe.AI solving and how is that benefiting you?** Evaluating 100% of calls makes it easier to give feedback to agents, also being able to spot trends of why customers are calling in. ### 37. Value Added Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2021 **What do you like best about Observe.AI?** We love have all calls transcribed at our finger tips. It has increased productivity. **What do you dislike about Observe.AI?** Would love to have a search box when I forget where to find information. **What problems is Observe.AI solving and how is that benefiting you?** Our productivity has increased. We can easily search through all our calls for key words and quickly identify all agents involved. It is has been life changing in the way we review calls. ### 38. Insightful & informative for business operations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2020 **What do you like best about Observe.AI?** 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 Observe.AI?** 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 Observe.AI 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 ### 39. Easy to use. it is like a one stop shop. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2021 **What do you like best about Observe.AI?** All the information you need about a call is in one place. No need to search other apps. **What do you dislike about Observe.AI?** Not able to see calls immediately. can only see calls from days ago. **Recommendations to others considering Observe.AI:** It's a one-stop-shop. You can open up the app and complete various tasks. In addition, you can view all the qualities and or opportunities for improvement in one app. **What problems is Observe.AI solving and how is that benefiting you?** It saves a lot of time. It is practical and easy to use. ### 40. Observe AI is easy to use and is pretty intuitive **Rating:** 4.5/5.0 stars **Reviewed by:** Michael P. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2021 **What do you like best about Observe.AI?** I like the ability to create moments to pinpoint specific areas to focus on the call. **What do you dislike about Observe.AI?** I don't have much that I dislike about it. **What problems is Observe.AI solving and how is that benefiting you?** Being able to identify coaching opportunities quickly. It's a great tool to keep agents accountable for following script and staying compliant. ### 41. Successful Year 1 with Observe AI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2020 **What do you like best about Observe.AI?** 100% of calls (for active accounts) are recorded which is amazing - the last software we used was not this reliable. We made the switch in January 2020 and it couldn't have been more perfect timing right before the COVID-19 pandemic. Observe allowed me to keyword search the amount of calls we were getting pertaining to COVID in a quick and easy timeframe. I've never had the ability to do this before and we now can get so much more information from our customers to improve our process and products. The ability to create moments is amazing for marketing and key trend purposes. This allows me to see the percentage of calls within a date range that meet criteria I can easily set up myself without having to go through hoops. I can filter this by team, ring group, you name it. We uploaded our call scoring guides into the program which allows our Quality Management Manager to score the call within the same screen - listening, reading the transcript and filling out the form. This has cut down our time on call scoring severely which is huge for cost savings. We can't wait for auto-scoring to decrease this time even more. Agents are then able to easily view this along with the call for self improvement. Our Observe team has also been absolutely amazing - we have worked with Lisa Chong and Jonnie Enriquez. They are both incredibly energetic and dependable people to work with. Quick to respond and always willing to listen and help come up with solutions. As it's been a hard year for everyone and we weren't able to get everything we wanted out of the software due to decreased volume, they've been there every step of the way to optimize as much as we can to prepare for 2021. The features have continued to evolve during our year as they actively accept our feedback and use it to improve the product. We also really love the search features - this has probably been the biggest time saver. You can easily filter by day, by user, by ring group, by keyword, call ID, team, call disposition, phone number, call duration (huge for call scoring purposes), and more. Another huge benefit for us is being able to easily download and save calls - it couldn't be easier. From a Contact Center Director position, this has been a huge asset to us and we are so glad we made the change. **What do you dislike about Observe.AI?** Honestly there's not a lot we dislike - reporting could improve. You aren't able to export most of the reporting which is hard to share with the Executives within our company. We also look forward to this integrating more from a reporting aspect within our call platform so agents can see all of their statistics in one place. The other issue is that once an employee is made inactive, their calls disappear from the system which is an issue for us as we still need to review them as needed for our guests. The transcripts are easy to copy/paste but it would be nice to be able to export them. **Recommendations to others considering Observe.AI:** I absolutely recommend using this product. **What problems is Observe.AI solving and how is that benefiting you?** Issue with not being able to locate inactive user calls and reporting enhancements. The benefits are endless - 100% call recording, key trends without spending time analyzing calls, filtering calls, faster call scoring and decreased time spent looking for calls. ### 42. Recommendation **Rating:** 5.0/5.0 stars **Reviewed by:** Alice S. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2020 **What do you like best about Observe.AI?** I like being able to see results within seconds and the ability to drill down to the granular detail **What do you dislike about Observe.AI?** Not being able to sort by columns for all filters. For instance on the Leaderboard you can only sort by certain headers. As you add columns you still can't sort **Recommendations to others considering Observe.AI:** The team at Observe AI was a true delight to work with. They were very assessible and willing to assist no mater how small or large the task was. There guidance and expertise was evident in our implementation of Observe AI. **What problems is Observe.AI solving and how is that benefiting you?** Hope to help the AHT rather quickly on identifying those outliers along with call control. ### 43. Great product to help with my daily QA **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Observe.AI?** The most helpful thing is that you can see where the audio/speech starts and ends for both the agent as well as the caller. I think it's super easy to use. You can make your own scorecards. I like that it syncs with Talk Desk. You can also customize what you need. The developer team checks in with our team to be sure that we have everything that we need, as well. When listening to the calls, there are little to no glitches, so it's super effective for what I need to use it for with my role as a Quality and Efficiency Analyst. I enjoy helping correct the transcriptions, as well. You can tell the AI that the transcription is incorrect and add the reason as to why it's incorrect, type out what it should say instead. Observe AI allows for great visibility when it comes to feedback for agents. I don't get a chance to be face to face with the agents that I am currently grading, but the feedback I provide with our scorecards goes directly to their managers and they are the ones who get to coach the agents. I like that there is currently a "beta" mode for Coaching, as in not actually grading the agent's call but any time there's additional things that are pointed out by other agents in our company, I can go to that section to provide additional feedback for the agent on what they missed, or what they maybe need more coaching on. **What do you dislike about Observe.AI?** The transcription is a bit wonky. Granted, nothing will be perfect, but sometimes it is WAY off. Other than that, I don't really find many things yet that I dislike. One thing I would like them to add is a "workflow" possibly, instead of quality agents needing to manually pull calls to listen to, there could be a way to have either daily or weekly workflows with calls that are populated into the workflow. **Recommendations to others considering Observe.AI:** I would definitely recommend using this product if you are looking for a new effective monitoring system for quality assurance purposes. Easy to use, detailed but not overwhelming. **What problems is Observe.AI solving and how is that benefiting you?** I've been able to successfully bring up our overall QA scores by effectively monitoring with ObserveAI. ### 44. Amazing company with helpful staff! So easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Observe.AI?** The automation of the system and ease of use **What do you dislike about Observe.AI?** the complexity and time of building moments, if I must give feedback **What problems is Observe.AI solving and how is that benefiting you?** We have used the system to help diagnose issues within the team ### 45. Relationship built upon understanding of business needs and ability to meet business wants **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2021 **What do you like best about Observe.AI?** Partnership and collaboration to talk through questions and work the problem not solve the problem **What do you dislike about Observe.AI?** Needs color a lot of grey scale, black on white typing **Recommendations to others considering Observe.AI:** What questions are you NOT asking that OAI can answer What do I not know **What problems is Observe.AI solving and how is that benefiting you?** Getting data to change buiness ### 46. The support has been phenomenal. They are always there when needed. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2020 **What do you like best about Observe.AI?** How involved they are with your usage. The time that they are willing to put in ensuring that the product is a great fit and benefiting you is awesome! Observe doesn't just care that you're a customer, they care that Observe is helping you grow your business. **What do you dislike about Observe.AI?** Some glitches with the system have set us back a little bit/taken a bit of time to troubleshoot. **Recommendations to others considering Observe.AI:** Get it - it's ease of use and friendly support is top notch. The turn around time on request is very quick. If something needs trouble shooting it is handled efficiently and with a with a sense of urgency. **What problems is Observe.AI solving and how is that benefiting you?** We are solving the problem of needing an efficient way to score, coach, and evaluate our team. The benefit of have AI as part of your software has really increased the productivity of our evaluation. ### 47. The platform is very complete and easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Paola B. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2020 **What do you like best about Observe.AI?** That I have these "moments" that I can use to find exactly what I'm looking for when it comes to find trends, and I can adjust them with the LOB talk-off, basically, do my own verbiages according with our calls. Audits are easier and faster. I have the call transcriptions right there in the same screen, and they are very accurate. Everything is right there, the platform is very easy to use. **What do you dislike about Observe.AI?** For my LOB we are still not able to download calls. I would like to have the demographic information available and some of the sensitive information like cards or checking account info, basically, numbers. For my LOB is an information that agents need to gather accurately, so is something that I would like to hear. Also the time difference, so far it only have available the calls in EST time, I wish I could select our time so I don't have to mentally calculate the call time. **Recommendations to others considering Observe.AI:** If you are looking to maximize your employees' time and make their performance more accurate, this is the right tool! **What problems is Observe.AI solving and how is that benefiting you?** Call monitoring is more fast, and for example, when we receive escalations that required transcriptions, we are able to do it more fast too. ### 48. Excellent platform and communication **Rating:** 4.5/5.0 stars **Reviewed by:** John S. | Q, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2021 **What do you like best about Observe.AI?** An easy to use interface, making grading and coaching easier **What do you dislike about Observe.AI?** Language translation would be an added bonus **Recommendations to others considering Observe.AI:** Reach out to your RM as their communication is excellent! **What problems is Observe.AI 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 ### 49. Great product with many benefits **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about Observe.AI?** Friendly interface 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 Observe.AI?** Not being able to break it down by agent once you have created your team. **What problems is Observe.AI 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. ### 50. Great components of evaluation of calls. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2021 **What do you like best about Observe.AI?** Customizable evaluation forms and gathering all of it for coaching sessions **What do you dislike about Observe.AI?** Agents should be able to get an email , pdf o rreport of their eval results and coaching session form. **What problems is Observe.AI solving and how is that benefiting you?** Agent performance and quality of calls ## Observe.AI Discussions - [What is the best way to use this tool to have more accurate and quality results in a short matter of time ?](https://www.g2.com/discussions/what-is-the-best-way-to-use-this-tool-to-have-more-accurate-and-quality-results-in-a-short-matter-of-time) - 2 comments, 1 upvote - [Can I use this tool in promoting quality work to other people in our community?](https://www.g2.com/discussions/can-i-use-this-tool-in-promoting-quality-work-to-other-people-in-our-community) - 2 comments, 1 upvote - [Is there any other way to retrieve of find the date of the call back?](https://www.g2.com/discussions/is-there-any-other-way-to-retrieve-of-find-the-date-of-the-call-back) - 1 comment, 1 upvote - [What is the best way to maximize the speed limit (3x) of the tool especially in evaluating calls?](https://www.g2.com/discussions/what-is-the-best-way-to-maximize-the-speed-limit-3x-of-the-tool-especially-in-evaluating-calls) - 1 comment, 1 upvote - [How would I navigate Observe.AI as a first time user?](https://www.g2.com/discussions/how-would-i-navigate-observe-ai-as-a-first-time-user) - 1 comment, 1 upvote - [View Observe.AI pricing details and edition comparison](https://www.g2.com/products/observe-ai/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-01+09%3A22%3A33+-0500&secure%5Bsession_id%5D=c75b57db-0e57-4077-993d-84b0dbc99485&secure%5Btoken%5D=e16c36311240dbf0ee9064a72cda3b097ede0f7e5fe8e890564f7ed589a14ad7&format=llm_user) ## Observe.AI Integrations - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [BambooHR](https://www.g2.com/products/bamboohr/reviews) - [Box](https://www.g2.com/products/box/reviews) - [ChatGPT](https://www.g2.com/products/chatgpt/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [DM Valid](https://www.g2.com/products/dm-valid/reviews) - [Dropbox](https://www.g2.com/products/dropbox/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Genesys](https://www.g2.com/products/vitech-corporation-genesys/reviews) - [HubSpot CRM Integration for Jira](https://www.g2.com/products/hubspot-crm-integration-for-jira/reviews) - [interCOMM](https://www.g2.com/products/intercomm/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Marketo-Based Systems for Growth-Driven Marketing & Sales Teams](https://www.g2.com/products/marketo-based-systems-for-growth-driven-marketing-sales-teams/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) - [Salesforce CRM Connector](https://www.g2.com/products/salesforce-crm-connector/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) - [WhatsApp API](https://www.g2.com/products/crunchzapp-whatsapp-api/reviews) - [Workday Platform](https://www.g2.com/products/workday-platform/reviews) - [Zendesk and Salesforce Knowledge Connector](https://www.g2.com/products/zendesk-and-salesforce-knowledge-connector/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zendesk Sell](https://www.g2.com/products/zendesk-sell/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) ## Observe.AI Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Testing - Contact Center AI Observability** - Live Interaction Analysis - AI Behavior Validation - AI Conversation Simulation **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Analytics - Contact Center AI Observability** - Intent Tracking - Automated Root Cause Analysis - AI Performance Analytics **Performance** - Integrations - Compliance **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Infrastructure - Contact Center AI Observability** - Channel Fidelity Monitoring **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Observe.AI Alternatives - [Level AI](https://www.g2.com/products/level-ai/reviews) - 4.6/5.0 (211 reviews) - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (578 reviews) - [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) - 4.5/5.0 (221 reviews)