Observe.ai

We currently use Observe.AI in our Call Center as a Quality Evaluation tool. The tool allows us to provide real-time feedback to our agents on the quality of their call performance. The tool allows us to see how each agent compares against their peers.

• Call Auditing/Evaluation.
• Agent Coaching.
• Quick and easy access to call recordings and transcriptions.

• 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.

CallMiner Eureka

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), MiCloud Connect (formerly ShoreTel)

We use Observe.ai for multiple

purposes. We perform our for-call QA evaluations and agent performance management

using the solution. We also use it to identify trends and knowledge gaps to

coach the agents within the tool. Lastly, we use it to uncover insights in combination

with other data.

The main business problems the product

addresses are the speed, accuracy, and efficiency of our quality monitoring program;

It helps us with our training program, as it makes it easy to identify KPIs or process

requirements we need to retrain or uptrain our agents with and it certainly helps

us with legal and compliance, as it can easily identify calls that could

potentially become threats for us. The scope includes all our recovery business

and a good part of our BPO outsourcing operations.

• Transcription accuracy and accesibility
• Top notch quality assurance management functionality
• Ease of use
• Coaching tool
• New team performance reporting capabilities

• 3x times more efficiency in our QA management program, which ultimately produced savings of over 25% in QA spend
• Boost of our sales program for a client by 17%
• Helped us detect legal and compliance threats, has ultimately allowed us to save over 22k in legal expenditures in 2021

Stella Connect, by Medallia, Five9, Verint Speech Analytics, Playvox, Virtual Observer, NICE CXone (formerly NICE inContact), Calabrio ONE and CallMiner Eureka

Zendesk Sell (formerly Base CRM), Salesforce CMS, NICE Nexidia Analytics, Talkdesk, Five9, Verint Enterprise Experience (formerly Verint Enterprise Feedback Management), CallMiner Eureka, NICE CXone (formerly NICE inContact)

Revenue growth, script compliance, escalation resolution, and employee management.

• Easy to implement and scale.
• Easy reporting functionality with dashboards and integration with Power BI.
• Seamless integration with our telephony platform.

• The BEST ROI we have spent in years.
• Fraction of a penny per call.
• Increased overall revenue and revenue by person.

Talkdesk