Natasha C.
Computer Software, N/A employees
Less than 6 months
“helpful dashboards for coaching
Pros
Having a quick overview of my team's dashboard has been really valuable and the individual agent dashboards are just as useful. I can review results, spot the main coaching opportunities within seconds and then work with each agent on improving those areas. The dashboard and call listening features also make it very clear where an agent is performing strongly so the feedback I give stays balanced and consistently constructive.
Cons
Because there are filters on both sides of the screen it can sometimes be confusing to remember which one controls what. It would be much more practical to keep all the filters on one side rather than splitting them between the left and right. It would also help to have a next click option while listening to calls instead of needing to use the browser back button and manually search for the next call since that makes it easy to lose my place in the list.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
9
Functionality
9
Nicky K.
Accounting, N/A employees
Less than 6 months
“Big time saver!
Pros
Being able to search specific phrases in a call and jump straight to those moments is a huge time saver. It takes a lot of the stress out of tracking something down especially when I need to find details quickly.
Cons
I do wish the date and time stamp were more accurate so calls would be faster to locate.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Althea
Information Technology and Services, N/A employees
Less than 6 months
“positive experience
Pros
One of the best parts is how it can analyze calls, transcribe them, highlight high risk conversations and let you search for specific keywords. It cuts down a huge amount of admin time for team leaders who would otherwise have to hunt through calls manually, break them down and record conduct and compliance notes themselves. It's really impressive!
Cons
The only downside is the two hour gap between when a call ends and when it appears in it. There are times when I'm live monitoring a call and want to pull it up straight away so I can give feedback on the spot. That said I believe the delay is more of a Genesys issue than a tool problem.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Reece H.
Information Technology and Services, N/A employees
Less than 6 months
“Good platform
Pros
Recent updates have really improved the platform. Searching for and finding calls is much quicker now and the speech to text has come a long way compared to how poor it was at the beginning.
Cons
Currently transferred calls are still being linked together although that's currently being worked on. A few basic workflows could also be improved for example when going back after listening to a call it loses the page number and sort order and when applying a filter the filter window does not close.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
Capital Markets, N/A employees
Less than 6 months
“accurate AI with flexible pricing
Pros
The accuracy is impressive and the AI/ML capabilities deliver exactly what they promise. It also comes with out of the box deployment and the consumption based pricing model is a real plus.
Cons
A limitation is that it only supports post call reviews at the moment. It doesn't provide real time call review functions.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
George S.
Investment Banking, N/A employees
Less than a year
“powerful software
Pros
From a compliance standpoint the script adherence and sentiment analysis tools have been especially valuable. It saves a huge amount of time by highlighting the key parts of a call that need attention and making it simple to drill into the supporting data. Paired with its user friendly dashboard, it delivers strong actionable insights.
Cons
At the moment it is only available in English.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Ramak S.
Marketing and Advertising, N/A employees
Less than a year
“easy to use
Pros
Getting it up and running for our customers was very easy and it gives us near real-time feedback across 100% of the calls moving through the contact center both inbound and outbound. The platform feels accessible, navigation is simple and the transcription accuracy is impressively high. Most importantly the AI driven automation has made our QA team far more productive in their daily work.
Cons
It would be even better if it offered more integrations with some of the other software we use.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Glendon J.
Computer Software, N/A employees
Less than 6 months
“one of the best!
Pros
After 13 years working in the contact center industry this stands out as one of the best solutions I've come across for automated voice analytics, quality assurance and transcription.
Cons
Honestly there's nothing to complain about. It delivers exactly what it promises and the interface is user friendly with a really well designed UI.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
10