Balto vs. Observe.ai

New agents are given Balto and are able to take calls successfully from day one. They take incoming calls and Balto listens to both sides of the conversation and when things are said it will prompt the agent to move forward in different ways. It also will prompt if agents are speaking too much or if the agent isn't listening and asking the same question it will prompt them.

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

• Hears and prompts the agent when key points are mentioned.
• Helps us celebrate our successes.
• Helps our new hires become successful right away.
• Provides an interactive roadmap that changes based off the current call.

Incentivized

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

Incentivized

• If we jump over a bullet point it sometimes does not go back to an unlight question when we do.
• If we get a transfer from a fellow agent it doesn't show the correct verbiage to use.
• It takes a little too long to go from OB verbiage to IB verbiage.

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

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

Incentivized

• This question is above my pay scale.

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