CallShaper Reviews

Pros

The ability to transfer calls live, record calls, view caller ID and easily navigate between different options within the software is really impressive.

Cons

Not entirely sure yet, so I can't say much at this point.

Pros

I love using this dialer! The customer service is always responsive and we rely on it daily in both our call center and remote work-from-home teams. The experience is seamless, whether interacting with someone across the country or a representative in the office!

Cons

The setup process can be a bit lengthy, but once it's configured, the system works wonderfully.

Pros

I manage a small customer service team of around 10 people using CallShaper. The scripting, IVR and webhook features are all very powerful and I've been completely satisfied. The reporting is excellent for recurring exports, with full customization options for both existing and custom data fields. The only thing I'd like to see improved is the ability to create �ad-hoc� reports. If a recurring export isn't set up, grabbing customized reports for existing calls can be difficult and you're limited to preset reports. Customer service is quick to respond and has always helped solve any issues, including working on software updates. I highly recommend this system.

Cons

I can't run a report that includes custom data fields for past calls not part of a recurring export. Also, it would be great to choose any time frame for reports, as it's often limited to one month.

Pros

I love using this platform because setting up campaigns is so easy, and it allows agents to see real-time stats.

Cons

We are not too fond of the setup option for assigning inbound priority to agents.

Pros

This product is easy to use and set up. The reporting system is fantastic, easy to read, and filter. Setting up our exports and automated deliveries is also super easy.

Cons

One small issue is with assigning our agents to receive calls from multiple inbound lines.

Pros

I like CallShaper because the script from my previous company is already integrated into the system. It also allows us to view our statistics within the company.

Cons

Manual dialing isn't available in this software, it's always set to auto-dial for outbound calls. There's no option to dial manually.

Pros

CallShaper is hands down the best dialer for those looking for a simple, easy-to-use predictive dialer with the right features, without being overly complicated to set up. It's very functional, and the dynamic scripting makes it easy for even basic users to configure it correctly. We can have a typical campaign up and running within a few hours.

Cons

I believe more IVR functionality would be good.

Pros

I use CallShaper every day to manage my home based agents. It's so great to be able to monitor and whisper to my agents when helping new ones or even take over calls if they're struggling. The built-in Scorecards let agents see their quality scores at all times and I can run reports on these as well as other important KPIs. Setting everything up is simple and non-cumbersome. Support is fantastic, and the built-in compliance features mean I don't have to worry about things like state holidays, cell phones, or abandonment rates. The scripting is particularly great no complicated coding required, it's as easy as using MS Word with rebuttal options. Any changes I make are immediately visible to the agents on the next call without them needing to log out. The call quality is excellent, and there's no noticeable delay when connecting with a customer, so hang-ups are rare. Thanks, CallShaper, for creating such an easy-to-use product!

Cons

Nothing specific comes to my mind right now.

Pros

So far, everything has been great. Customer support has been impressive and very satisfying. The functionality is also quite user-friendly.

Cons

I think the dial level options are somewhat limited.

Pros

Customer support is extremely friendly, knowledgeable, and quick to help. They helped me identify and solve issues quickly, which is crucial because time really is money. The software is incredibly easy to use. I was able to get both my supervisor and QA trained and using it within their first few days in their new roles. They picked it up so quickly, even identifying features I wasn't aware of. They both love this tool and rated it five stars, and I completely agree with them. The features and functionality are excellent; it's clear they understand what contact centers need. My team and I discussed features we needed, and as we continued using the software, we realized some of those features were already available. For others, customer support helped us get them added, which allowed us to generate exactly the reports our clients wanted, plus a few additional details we knew they would love. My client was happy, which made me happy too. This tool gives me peace of mind, helps me impress my clients and allows both agents and staff to manage tasks effectively and increase profits. This software easily pays for itself based on the clients I work with. Fantastic software!

Cons

The price per user is high, which makes it harder for a start-up BPO or call center like ours, to afford the tool. A free trial would be great to let users like us, experience the tool before committing fully.

Pros

I love being able to set up my own scripts and export files without needing a programmer. The dialer cost is also flexible, so I only pay for what I need each month, making it very cost-effective for me. The productivity is great, and the reporting gives me detailed insights at the rep and media source level, helping me optimize performance.

Cons

I haven't run into any problems so far.

Pros

I've been using this platform for about five years, and it has really made managing live stats and tracking agent and program performance much easier. It's very user-friendly and includes a support menu that helps you learn about the features while in the platform. Most features offer a quick preview when you hover over them. The admin features are excellent; many tasks that would normally require IT intervention, like blocking a number, state blocking or creating posting strings, can be handled directly in the system.

Cons

While the system is quite advanced and meets most of our needs, it's still relatively new, and there may be additional features required for specific company programs.

Pros

CallShaper has been fantastic! The support, access to stats, and the overall layout are all great. One of the best features is the ability to customize scripts on the fly. This makes it very easy for me to make changes to existing scripts, and the logic is simple to follow.

Cons

Some of the statistics are a bit tough for me to interpret.