Chorus by ZoomInfo is an AI-powered Conversation Intelligence platform that captures & analyzes all customer engagements across phone calls, video meetings, and email, to help teams hit their number.
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Observe.ai
Score 8.0 out of 10
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Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into customer service operations. Observe.AI technology includes agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to contact centers.
As someone who is involved in many calls with CIOs or administrators discussing ERP or EMR integrations, compliance workflows, or digital transformation initiatives, these conversations involve complex technical discussions, multiple stakeholders, and long sales cycles where capturing detailed requirements and follow-up commitments is crucial. Having sales intelligence benefits the complexity of the buying process.
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.
It's hard for me to give anything more than a 5 at this point. The primary reason is that we have only used it for a few months and I'm still getting a feel for the level of value it provides both to me and the team. In 4 or 5 months I'll have a better understanding of its value long term
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.
This was sold internally as something that would help us be more efficient. I had high hopes that the speech-to-text feature would be useful for getting call notes/next steps, etc documented. But due to the limitations of the software, these things would take longer using Chorus than if I just write things down manually - disappointing.
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.
I personally have not had too many major issues with Chorus, but the times that I have reached out to their customer support team I have always received great responses in a very timely manner. Their support team is trained in a very polite way and cares about resolving your issue. They are knowledgeable and helpful and the customer service line does not take long to connect to a real individual.
Like I noted in the other category, it has been smooth for the most part. But we really do enjoy the hard work of our CSM and everything he has been able to provide us in terms of support.
We looked at Gong but went with Chorus by ZoomInfo because it felt more practical for our team. Gong has great analytics, but Chorus by ZoomInfo fit better into our existing tech stack and budget. The deal notifications, scorecards, and integrations with Zoom and Salesforce made it the smarter pick. Overall, Chorus by ZoomInfo gives us the insights we need without feeling like overkill or another heavy lift.
