--- title: "Observe.AI Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Observe.AI Software - reviews, pricing plans, popular comparisons to other AI Agents for Customer Support products and more." source_url: "https://www.capterra.com/p/197952/Observe-AI/" page_type: "product" language: "en" --- # Observe.AI Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 4, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Observe.AI ## What is Observe.AI? Observe.AI is a cloud-based platform built for contact centers. It brings together tools for automating customer interactions, coaching agents, and analyzing conversations, all in one place. Businesses use Observe.AI to handle routine customer calls and messages automatically, review agent performance, and surface insights from every conversation. Teams can set up automated quality checks, deliver targeted coaching, and track how well customer issues are resolved. Observe.AI offers live agent assistance, automated conversation summaries, quality evaluation, and workflow automation. These tools help contact center teams manage volume, maintain consistency, and act on customer feedback more quickly. Observe.AI is best suited for midsize to large contact centers across industries such as financial services, healthcare, retail, and insurance, where high call volumes and agent performance are ongoing priorities. ## What is Observe.AI used for? [Call Center](https://www.capterra.com/call-center-software/)[AI Agents for Customer Support](https://www.capterra.com/ai-agents-for-customer-support-software/)[Virtual Assistant](https://www.capterra.com/virtual-assistant-software/) Top alternative Featured Overall rating Based on 3 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Observe.AI?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://observe.ai&name=Observe.AI) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Observe.AI 4.3 (3) VS. [4.1 (225)](https://www.capterra.com/p/157853/JustCall/reviews/) Starting Price Contact vendor Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.0 (3) Ease Of Use 4.3 (5) Value For Money 4.5 (2) Value For Money 4.1 (3) Customer Service 4.0 (3) Customer Service 4.1 (3) ## Observe.AI alternatives Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [CallMiner Eureka](https://www.capterra.com/p/130323/Eureka/) [4.6 (5)](https://www.capterra.com/p/130323/Eureka/#reviews) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/130323/Eureka/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (268)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting price $75.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/179417/Genesys-Cloud/) [inconnect](https://www.capterra.com/p/164772/OmniChannel/) [3.9 (19)](https://www.capterra.com/p/164772/OmniChannel/reviews/) Starting price $1.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 79% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/164772/OmniChannel/) [View all alternatives](https://www.capterra.com/p/197952/Observe-AI/alternatives/) ## FAQs about Observe.AI Overview ### What company size and specific industries is Observe.AI built for? Observe.AI is designed for mid-market and enterprise organizations in collections, BPO, financial services, insurance, travel and hospitality, retail, and consumer healthcare. It fits businesses that manage high volumes of customer interactions and need support for contact center operations across these regulated and service-focused sectors. Features and Usability ### What are the key features of Observe.AI? Observe.AI offers call recording and audio capture, automatic transcription, and speech recognition with speech-to-text analysis. It also includes sentiment analysis, real-time monitoring, reporting and analytics, access controls and permissions, compliance management, and third-party integrations for call center management, quality assurance, and performance tracking. Integrations ### Which third-party tools and platforms does Observe.AI integrate with? Observe.AI integrates with over 20 third-party contact center and support platforms, including Genesys, GENESYS, Five9, Talkdesk, RingCentral Engage Voice, Aircall, Twilio, Zendesk Chat, and Verint IVR. It also connects with 8x8 Contact Center, Avaya UCaaS, Gladly, LiveVox, UJET, VICIdial, and Mitel Business Phones. Getting Started and Support ### What training and onboarding options does Observe.AI offer? Observe.AI provides in-person training, live online sessions, webinars, documentation, and videos. In-person and live online formats support guided instruction, webinars present scheduled topic-based sessions, and documentation and videos give teams written and visual reference materials for self-paced learning and review. Getting Started and Support ### What customer support options does Observe.AI offer? Observe.AI provides email/help desk, a knowledge base, and phone support. Users can rely on written guidance for common questions and direct contact for more urgent issues. No reviewer feedback on support quality is available here, so support experience details cannot be confirmed. ## Features AI summary Based on 3,823 AI Agents for Customer Support reviews Not all Call Center products cover every feature buyers care about most. Here is what Capterra reviewers identify as essential when choosing a solution: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**43%**) Observe.AI supports **Call Center Management** and **Call Monitoring**, giving teams the tools to oversee operations and review live or recorded agent interactions for quality and performance improvement. However, it does not include **Call Logging**. Instead, it offers **Call Recording** (**46%**) and **Reporting/Analytics** (**43%**), which provide added visibility into customer conversations and team results, helping businesses track service quality, spot trends, and improve call center performance. Call Monitoring 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Access Controls/Permissions Define levels of authorization for access to specific files or systems API Application programming interface that allows for integration with other systems/databases Audio Capture Record audio or import/upload audio files Observe.AI 24 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - API: Application programming interface that allows for integration with other systems/databases - Audio Capture: Record audio or import/upload audio files - Automatic Transcription: Use AI to convert voice into text automatically - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Natural Language Processing: Process and analyze human language in text or audio form - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Speech Recognition: Train your system to interpret and transcribe voice messages - Speech-to-Text Analysis: Analyze, correct, and monitor speech for transcriptions or recordings - Third-Party Integrations: Set up connections to third-party platforms to improve business processes --- Get Advice We can help you find the software with the features you need. Features 3.7 (3) 3.7 Based on 3 reviews ## Pricing Value for money 4.5 (2) ### Starting price Free trial not available Value for money 4.5 (2) 4.5 Based on 2 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Asana](https://www.capterra.com/p/184581/Asana-PM/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[ Box](https://www.capterra.com/p/148766/Box/)[ Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/)[ Confluence](https://www.capterra.com/p/136446/Confluence/)[ BambooHR](https://www.capterra.com/p/110968/BambooHR/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.0 (3) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.0 (3) 4.0 Based on 3 reviews ## User reviews Overall rating 4.3 Based on 3 reviews Filter by rating 5(1) 4(2) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent RJ Renae J. Supervisor/Customer Service Representative Telecommunications ### "Observe AI Needs More Work" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 October 28, 2021 Im not fond of it but i feel with improvements on the main issues listed above it can be useful. Pros I like that its easy to find a call in it and provide coaching to an agent. I like that there are different ways to search for information within the application and also how its easy to follow along with the audio recording in the same application versus having to pull it from elsewhere. Cons I dont like that the speech portion doesnt match the audio being said at all. I feel this needs to be improved as well as the moments terminology, i wish it was more user friendly and easier to understand on how it applies to a call. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Solution Engineer Computer Software ### "Great Product" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 February 23, 2021 Overall it is user-friendly, and integrates seamlessly. Pros I like how automated it is. I will score my calls with pre-defined moments and attributes I am looking for. Cons It is more pricey than other tools, and support is sometimes lacking. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Sales Engineering Manager Telecommunications ### "It's That Good" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 14, 2021 Overall this is a great product and they are headed in the right direction. They still need to improve reporting and language support but they do a great job and making sure when they do release new products and features they do the right way. Pros The speech analytics and capturing moments is truly game-changing. It's incredibly easy to set up and start using. The speech analytics is very accurate. If you use it correctly, this will pay for its self easily. Now that they have QM to grade agent calls it's even better. There reporting and analysis around call grading is also great for a newly released feature. Cons Reporting leaves a lot to be desired. There are really only single value charts and they don't display any comparisons. This makes it difficult to see trends with your calls. They also only support English and Spanish at this time. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.