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At a Glance
Market Segments
Mid-Market (64.5% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Observe.AI
Star Rating
(236)4.6 out of 5
Market Segments
Mid-Market (64.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Observe.AISalesforce Service Cloud
Star Rating
(7,164)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in its Ticket and Case Management features, particularly highlighting the Ticket creation user experience with a score of 8.5, while Observe.AI shines in Call Analytics, boasting a remarkable Call Recording score of 9.5.
- Reviewers mention that Observe.AI offers superior Ease of Use with a score of 9.3, making it more user-friendly compared to Salesforce Service Cloud's score of 8.4, which can be a deciding factor for teams looking for quick adoption.
- G2 users highlight that Salesforce Service Cloud has a robust Customer and Contacts Database with a score of 8.5, while users on G2 appreciate Observe.AI's Generative AI capabilities, particularly in AI Text Generation with a score of 8.8, enhancing customer interactions.
- Users say that Salesforce Service Cloud's Quality of Support is rated at 8.3, which is commendable, but reviewers mention that Observe.AI's support quality is notably higher at 9.3, indicating a more responsive and helpful support team.
- Reviewers mention that Salesforce Service Cloud's Administration features, particularly Database Management, score 8.8, while Observe.AI's Performance Analysis features are rated at 8.2, suggesting that Salesforce may offer more robust tools for managing data.
- Users report that while both platforms provide Multi-Channel Coverage, Salesforce Service Cloud scores 8.4, and users on G2 appreciate Observe.AI's higher score of 8.8 in Email and Social channels, indicating a more comprehensive approach to customer engagement.
Pricing
Entry-Level Pricing
Observe.AI
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Observe.AI
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.8
183
8.6
2,752
Ease of Use
9.2
183
8.4
5,327
Ease of Setup
9.0
106
7.9
4,086
Ease of Admin
9.2
91
8.2
1,524
Quality of Support
9.2
179
8.3
2,533
Has the product been a good partner in doing business?
9.3
93
8.7
1,505
Product Direction (% positive)
9.7
175
8.2
2,713
Features by Category
Ticket and Case Management
Not enough data
8.5
1200
|
Verified
Not enough data
8.4
1198
|
Verified
Not enough data
8.3
1226
|
Verified
Not enough data
8.3
1150
|
Verified
Not enough data
8.1
976
Not enough data
7.9
1164
|
Verified
Not enough data
8.3
1146
|
Verified
Not enough data
8.5
1023
|
Verified
Generative AI
Not enough data
7.6
174
Not enough data
7.6
173
Agentic AI - Help Desk
Not enough data
8.0
50
Not enough data
8.2
51
Not enough data
8.1
51
Communication Channels
Not enough data
8.4
1017
|
Verified
Not enough data
8.6
1200
|
Verified
Not enough data
8.1
841
Not enough data
8.0
801
|
Verified
Not enough data
8.0
761
Platform
Not enough data
7.8
552
|
Verified
Not enough data
8.3
816
|
Verified
Not enough data
8.6
691
|
Verified
Not enough data
8.3
608
|
Verified
Not enough data
8.2
1143
|
Verified
Not enough data
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Call Analytics
9.5
43
Not enough data
8.9
44
Not enough data
9.1
44
Not enough data
9.0
40
Not enough data
Agent Performance Management
9.3
40
Not enough data
8.7
42
Not enough data
9.1
43
Not enough data
Generative AI
8.9
17
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
9.2
143
8.7
68
9.0
140
8.7
65
8.8
134
8.7
67
Engagement
9.1
144
8.8
66
9.1
137
8.8
66
8.8
133
8.7
66
Performance
9.0
126
8.6
66
9.3
134
8.8
66
Generative AI
8.8
28
7.7
57
8.8
28
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
Not enough data
8.5
100
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Customer Support
Not enough data
8.3
141
Not enough data
7.9
136
Not enough data
8.2
136
Automation
Not enough data
8.2
139
Not enough data
8.2
140
Not enough data
8.1
139
Artificial Intelligence
Not enough data
7.6
134
Not enough data
7.6
134
Not enough data
7.3
131
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
Not enough data
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
8.8
22
Not enough data
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Observe.AI and Salesforce Service Cloud are categorized as Contact Center Quality Assurance
Unique Categories
Observe.AI is categorized as AI Customer Support Agents, AI Agents For Business Operations, Conversation Intelligence, Contact Center AI Observability, and Speech Analytics
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Customer Success, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Self-Service
Reviews
Reviewers' Company Size
Observe.AI
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Outsourcing/Offshoring
13.2%
Consumer Services
12.3%
Hospital & Health Care
7.3%
Telecommunications
6.8%
Financial Services
6.8%
Other
53.6%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
Alternatives
Discussions
Can I use this tool in promoting quality work to other people in our community?
2 Comments
Official Response from Observe.AI
Hi Larah, absolutely! Our platform is used by many organizations who gamify strong performance. As an example, some Observe.AI users will allow QA team leads...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
Official Response from Observe.AI
The Observe.AI platform inherently enables greater efficiency of quality audits. By allowing users to see call transcripts, specific points of interests on...Read more
Can we get more functions in moment creation that gives the end user more flexibility in terms of designing moments?
1 Comment
Official Response from Observe.AI
Hi Jasper,
Thank you for your question - it comes at a perfect time!
We are currently working on a “Labs” version of Advanced Moments where we are...Read more
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
2 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
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