CallTrackingMetrics vs. Observe.ai

[CallTrackingMetrics] is well suited for HIPAA Compliant Call Tracking when working with medical clients and is great for all clients who do online sales or patient intake. Clients with low volume of calls may not get enough value for the cost of this platform.

Incentivized

I can not think of any scenarios where Observe.AI is not well suited and believe that the use cases are limited to the imagination of the individual creating the moments. Observe.AI is like having a personal coach for each and every one of our sales and customer service personnel. We have even rolled this out to our operations team to ensure that we have compliance with company standards on all of our calls.

Incentivized

• Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
• Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
• Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
• Cost is well worth what you get from the software.

Incentivized

• Easy to use platform to get started and maintain.
• Transparency on every phone call for agent coaching and customer satisfaction.
• Revenue generation.

Incentivized

• Can get pricy.
• More complex integrations may need professional services.
• No push notifications for incoming SMS on mobile app (non agent).

Incentivized

• Reports are limited.
• Transcript accuracy.
• Ability to ignore on hold messaging in call transcription.

Incentivized

We are very satisfied with the features, support, follow up and value that Observe.ai has brought to our organization. They are also very easy to deal with and very willing to listen to recommendations to help boost the solution.

Incentivized

Their UI is very easy to navigate and understand. Most features are easily accessible and they seem well balanced and connected with each other. Users at our company have been trained with good proficiency levels in just a few hours, and high proficiency can be achieved in a week or less if you spend the time to practice.

Incentivized

CallTrackingMetrics has stood up well compared to Salesforce. Being that we are a high volume call center for schools, it has been very good for the company. I feel that CallTrackingMetrics is really good for our company compared to Salesforece CMS.

Incentivized

Observe.ai provided our business a pricing structure that was attainable with our required ROI.

Incentivized

• Fits nicely into the % of budget dedicated to Analytics
• CallTrackingMetrics is our system of truth for source of calls for Local Service business
• CallTrackingMetrics is our system of truth for CSR staffing plans at Supplier / Distributor

Incentivized

• Ease of call audits for our agents, significant time savings through reduced human effort.
• Allowing all call audits to be managed in a central location.
• Comprehensive Agent Dashboards to easily see agent performance and quickly identify where leadership attention is needed.

Incentivized