Top 5 Observe.AI Alternatives In 2024

As conversation intelligence continues to transform the contact centre landscape, businesses look for the finest technologies to improve agent performance and customer experiences.

While Observe.AI has garnered significant attention, there are other compelling alternatives in the market.

In this article, we will explore the top five Observe.AI alternatives , namely Enthu.AI, CallMiner, Five9, Tether, and Chorus.AI, providing a detailed overview of each solution.

First let’s understand the capabilities and limitations of Observe.AI.

A. What is Observe.AI?

Observe.AI is a leading conversation intelligence platform that transcribes, analyses, and derives insights from customer conversations using AI and natural language processing (NLP).

Its advanced technology integrates with various telephony systems that helps contact centers enhance agent performance, drive sales, and deliver exceptional customer experiences.

Capabilities: How Observe.AI enhances contact center efficiency?

1. Automating quality assurance

Observe.ai optimizes the quality assurance process by automatically analyzing agent interactions to established standards.

This ensures consistency and compliance in customer interactions promoting brand image .

2. Enhancing customer satisfaction

The sentiment analysis feature of the platform helps agents in identifying customer feelings and concerns, resulting in more empathetic and personalized responses. As a result, customer satisfaction levels soar.

3. Identifying training needs 

By keyword identification and performance statistics, Observe.ai identifies areas where agents may need extra training or support,  which allows  proactive performance development.

4. Improving sales performance

The platform finds efficient sales approaches by analyzing successful conversations, allowing agents to mimic winning strategies and increase conversion rates.

Observe.AI limitations

Based on customer reviews and research we have found some limitations about Observe.AI:

1. Cutting down long calls

During lengthy calls, Observe.AI has been reported to cut them down into smaller segments. While this may help with analysis and review, it can sometimes lead to confusion among users who need the full context of the conversation.

2. Inaccurate transcripts 

Customers have expressed dissatisfaction with the accuracy of the transcripts generated by Observe.AI. Although the platform offers fast and easy evaluations, improvements are needed to enhance the accuracy of the transcripts.

3. Mixup in speaker identification 

There have been instances where Observe.AI incorrectly attributes statements to the wrong speaker. This mix-up can lead to confusion and inaccuracies in the analysis of conversations.

4. Default dates and missing inbound calls

Some users have reported that default dates are not set to the most recent, and not all inbound calls appear in the system. This can cause inconvenience and hinder the ability to track and review specific calls.

5. Reloading for account location

Users have expressed frustration with the need to reload the page in order to locate an account. This extra step can be time-consuming and disrupt the workflow.

6. Missing important details

Observe.AI has been criticized for sometimes omitting important details from the call recordings. Users emphasize the need for a correct and organized transcript with comprehensive data, as missing information hinders the effectiveness of call reviews.

Due to these limitations of Observe.AI, it’s worthwhile to look for alternatives.

B. Top 5 Observe.AI alternatives

1. Enthu.AI

Enthu.AI is one of the best conversation intelligence software available in the market.

Enthu, is an AI tool for contact centers and voice teams, that works effortlessly with leading VoIP providers and provides call quality assurance on 100% of your calls.  

Within Enthu.AI, teams can replicate multiple voice processes that are used to replicate their calling themes.

Enthu.AI provides a scientific technique to agent coaching and training by replacing sample randomness with particular and measurable call moments unique to each voice process.

This approach empowers voice teams to test and monitor their call quality hypotheses using actual call data, eliminating the need for random call monitoring.

In essence, This serves as a valuable tool for sales, support, and success functions, enabling them to extract meaningful and actionable insights from every single interaction.

The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!

Alex McConville

Head of Central Sales

​Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.

Scott Bierbryer

Chief Revenue Officer

Best For:

2. Five9

Five9 is a well-known CCaaS solution that allows your agents to communicate with customers through their preferred channels.

It provides your team with a complete picture of contact center performance and increasing the flexibility of your business operations.

This platform helps you to deliver extraordinary customer experience (CX) outcomes and meet your CX objectives by combining human resources with advanced technology.

Five9 equips your contact center with the tools and insights it needs to respond to changing conditions quickly and intelligently.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• 90% of customers express satisfaction with the platform’s overall performance.
• 78% of users acknowledge the platform’s capability to streamline call processes.
• Most of the users are satisfied with the automatically sets call reminders for the meetings. 
• The Platform is easy to set-up and maintain.

Lisa D.

I love the fact that I can easily find the transfer numbers I need and that the hold function is easy to go between.

Cons

• 42% of users express dissatisfaction with the limited integration options.
• Most of the customers found customer support is not satisfactory.
• Around 42% of users face glitches and reconnecting issues while using the software.
• 38% of users are not satisfied with the limited customization options compared to other platform’s.

Brandon E.

I would say that the implementation was struggled at best. Our on-boarder, and this is representative of them not the company as a whole, did not seem to understand what are requirements what and what we were looking to achieve.

3. Tethr

Tethr is a cloud-based speech analytics software that uses advanced artificial intelligence (AI), machine learning, and provides  contextual information from customer conversations.

Tethr rapidly and simply converts massive volumes of unstructured customer conversation into insights that drive better business choices and performance.

Tethr analyzes your calls and chats  and delivers customer experience data.

Companies have used Tethr’s insights to increase sales, enhance agent effectiveness, save operational expenses, improve customer experience, and reduce retention rates.

After analyzing one thousand user reviews of Tethr from respected platforms such as G2 and Capterra, we thoroughly assessed the functionality, generating these insights.

Pros

• The software’s interface is user-friendly and easy to use. Also, it’s simple to learn and move around. 
• The platform BI capabilities help users capture and analyze valuable insights through customizable reports and dashboards.
• 75% of reviewers mention that Tethr’s detailed breakdown of calls is a great feature, with lots of ways to filter and analyze customer conversations. 
• 7 out of 10 users found that its quality assurance dashboards are helpful for real-time monitoring and performance evaluation.
• Tethr’s support team is great after the launch. They are quick to help and listen to feedback to improve things.

Arnel D.

I like Tethr’s innovation. Right now, we’re working on Predictive CSAT and Sentiment Analysis.

Cons

• Most customers aren’t happy with how it transcribes calls, pointing out mistakes and misunderstandings and showing a significant need for better transcription.
• 62% of users found it hard to use Tethr’s search tool, making it tough to find what they need easily.
• The software takes too long to transcribe calls, making it hard to review calls quickly.
• Tethr doesn’t work well with other programs, especially chat and social media, which shows a need for better ways to share and use data.
• More than half of users found Tethr hard to learn, making it difficult for new users to use. This shows a need for simpler features and better training.

Christopher A.

Some of the transcripts contain inaccurate data BUT the Tethr Ops Team is always very quick to help achieve understanding and even help come up with workable solutions to help narrow these down and even eliminate the issues.

One major drawback is: Tethr supports just one language- English

4. Callminer eureka

CallMiner Eureka is a cloud-based speech analytics system that helps contact centers automatically evaluate customer interaction across multiple communication channels such as phone calls, emails, social media platforms, and chat.

Managers can monitor customer conversations in real-time and identify customer problems, sentiments, and enhance agent performance.

CallMiner Eureka uses AI and machine learning to deliver real-time alerts to managers and transcribe the calls for further evaluation.

Best For

Pros

•  90% of users value its ability to analyze extensive call volumes, providing valuable insights into customer interactions. 
• Many customers found it has an intuitive interface that enables efficient platform navigation and quick business adaptation without training.
• The software offers many customizable features that allow businesses to effectively tailor the software to meet their specific needs.
• According to 65% of customers’ opinions, it has outstanding reporting capabilities that empower businesses to identify trends, monitor agent performance, and make data-driven decisions 
• 70% of customers value the supportive community and resources provided, including forums, training sessions, and customer support. 

Jason K.

I like the fact that there’s a tool that can score a chat/call/email for my consultants that I can then utilize during my 1:1 coaching sessions with each member of my team.

Cons

• 55% of customers struggle to adapt the platform to their needs, potentially hindering its ability to meet their business requirements effectively.
•  Approximately 40% of customers require dedicated resources or personnel to use the platform effectively.
• The startup time for using the CallMiner Eureka platform is extensive, which could impact the product’s time value. 
• Nearly half of the users face difficulties with the platform’s search functionality, impacting their ability to find specific insights efficiently.
• Every 6 out of 10 customers express concerns about the platform’s reporting capabilities, suggesting limitations in generating detailed reports.

Gianna P.

Can be overwhelming at first, someone has to teach you how to use the programe

5. Chorus.AI by Zoom info

Chorus by Zoominfo is an AI-powered Conversation Intelligence platform that collects and analyzes customer interactions across many channels like as phone calls, video meetings, and emails.

By comprehensively gathering data from these interactions, Chorus ensures that your team is equipped to achieve their targets and objectives.

Best For

Pros

• Approximately 94% of users stated that the platform provides accurate contact information, including direct phone numbers and emails. 
• 82% of users found the user interface intuitive and easy to navigate. 
• The Platform’s integration capabilities with CRM systems like Salesforce setting new standards.
• Around 69% of users satisfied with significant improvements in their sales performance.

Lara M.

I love that I can filter and narrow down from hundreds of thousands of contacts to dozens. I need specific cell phone numbers of decision-makers in the manufacturing industry.

Cons

• Approximately 70% of customers expressed dissatisfaction with the accuracy of data.
• Users are not satisfied with customer support service as response time is very long.
• Around half of users raised ethical concerns regarding auto renewal policies.
• Most of the customers complained about data security potentially exposed sensitive company information.

Mossimo A.

Big learning curve. Occasionally there are severely outdated contacts.

Conclusion

To choose the best alternative to Observe.AI for your contact center, it is important to consider pricing plans, customer support services, scalability choices, and ease of setup.

In this post, we examined various popular contact center intelligence, quality management and analytics solutions, including Enthu.AI, Tethr, Callminer, Chorus.AI, and Five9.

Each solution provides distinct functionality and price alternatives to meet the needs of diverse call centers.

Finally, the choice of a speech analytics system is determined by your organization’s unique objectives and priorities.

Enthu.AI is the ideal choice if you’re searching for an automated solution that can give deep speech analytics and insights from client conversations.