“excellent tracking capabilities”

Pros

Something I really appreciated was the call tracking and recording feature, along with how well it recognizes calls and callers.

Cons

There are a few minor bugs and fixing them would make the overall quality even better.

“helpful call classification”

Pros

One of the most useful parts is how it labels calls as a prospect, maintenance, current customer and so on. That makes it much easier to sort through conversations and check whether the team was able to convert a prospect into an appointment lead.

Cons

The platform does feel a bit slower compared to other systems.

“Quick rollout across clients”

Pros

Back when we were using Call Source, the feature set was much lighter than what they offer today but the software itself was extremely simple to work with. The platform felt very user friendly so there was barely any learning curve. That mattered a lot for us since we were introducing it across more than 200 clients.

Cons

When we were customers, Call Source didn't provide as many features as some of the competing products at the time.

“very user friendly experience”

Pros

The software is simple to use and very user friendly. Ever since my team started using it we've been able to refine our marketing strategy even more.

Cons

Nothing really comes to mind. I'm not the primary user but the person who uses it regularly has told me she's completely satisfied with the product.

“reporting function is convenient”

Pros

Generating reports for customers has been one of the better parts of using this software. Putting reports together and getting them out to clients is very simple and convenient.

Cons

It can take a while to load and even moving through different sections feels pretty sluggish. Support has also been underwhelming compared to other tools especially when it comes to response time and speed of assistance.

“useful caller analytics”

Pros

There have been plenty of times when I needed to know exactly how many unique callers came through a tracked phone line and that's where this tool has been really useful. It shows both the number of unique callers and the total number of calls which is information I need often. On top of that it includes a wide range of reports for analyzing incoming calls and that adds a lot of value.

Cons

One area where this falls short compared with other platforms is note taking. Our agency puts together detailed summaries for calls that come in on tracked lines so being able to listen to a recording while writing notes is important. It doesn't make that process convenient since it doesn't let you keep the call recording up while taking notes. Another limitation is that calls older than two years aren't accessible and that turns out to be an issue more often than you would expect.

“Valuable marketing insights”

Pros

It gives us a lot of useful data and it's been helping us get more out of our marketing budget.

Cons

The interface can be a bit hard to figure out where everything is and how to make the best use of the information.

“helpful support team”

Pros

This does a solid job of tracking our success and I appreciate the occasional check ins from our success manager.

Cons

Navigation could be more user friendly.

“rigid call screening”

Pros

One thing that really stands out is your team. The setup process was handled extremely well and the continued support has been excellent all the way through.

Cons

It has some added protections which had a big impact on the caller experience. We ended up turning off two of them, the "this call is being recorded" message and the call shield because they were blocking not only spam calls but legitimate numbers too. It feels like this app is built more for call centers or businesses that handle a high volume of incoming calls.

“Powerful lead tracking insights”

Pros

Having this program has really improved the way we make marketing decisions because it shows us exactly where customer calls are coming from. That visibility makes it much easier to measure lead sources accurately and hold vendors accountable for the leads they deliver. It's an excellent solution for any business that wants stronger lead attribution and better insight into marketing performance.

Cons

A frustrating issue was that we experienced two outages over the past year where all of our tracked numbers stopped working because of a system wide problem. We were especially disappointed that no one from CallSource informed us about the outage and it took much longer than it should have to get everything restored. Another drawback is the lack of a mobile friendly version that works well. Accessing recorded calls on a cell phone is difficult and many of the times we need to review calls are urgent situations that come up after hours.

“Useful call data insights”

Pros

Seeing the collected data, like call volume and related metrics, has been useful.

Cons

I work as a CSR in HVAC and plumbing and my industry isn't included in the drop down list. They also weren't able to record calls on the main line and with our 25 different lines, things were a mess until December 2018. Because of that, my coach had no data to go over with me for about a month afterward. For a program the company is paying for every month, not being able to actually use it should have been noticed and addressed much earlier by the company billing for it.

“great for daily use”

Pros

Using it day to day is pretty easy and the TPA gives a reliable snapshot of how the team is performing overall. Sharing recorded calls is simple and pulling them up later when needed is just as convenient. The extra services they provide are also a nice bonus and definitely add to the appeal.

Cons

Customization feels pretty limited. We have two teams using the platform and since each team works in a very different way, it would help a lot if the system could automatically load the right setup at startup instead of making us click through everything just to get it working for our needs. We've also run into a problem where one CSR's voice isn't being recognized and the solution we got was basically to have her change what she's doing even though she follows the same script as everyone else. That response was frustrating because it didn't seem like anyone wanted to consider that the system might be the issue. On top of that fixing calls that were recorded incorrectly is difficult. Right now, I have to reach out to support and then wait and hope someone handles it. That's far from ideal when bonuses are tied to these numbers and those numbers can change every day.

“excellent insights”

Pros

Running ad campaigns in the automotive space has been much more effective with this. Their product gives us clear visibility into how well each campaign is performing through tracked calls and the CRM integration helps connect everything in a really useful way.

Cons

They've also provided updates whenever they were needed and I really haven't come across any downsides.

“amazing visibility into our campaigns”

Pros

I really like being able to have real time visibility into our call campaign status. The platform scores calls, generates automated reports and gives us a clear dashboard with performance metrics across the whole team especially for inbound call handling and appointment conversion rates.

Cons

From time to time, we've run into a few issues related to reporting.

“wonderful support from day one”

Pros

The customer support team stayed involved with our account and was genuinely helpful throughout the setup process.

Cons

The way it connects and works across other programs could be better.

“helps us stay on top of our marketing game”

Pros

Its reporting function has been really useful for staying on top of our marketing tracking and keeping an eye on employee performance as well.

Cons

I do wish it could integrate with Sycle because we've never been able to get the two systems to work together.

“excellent reporting”

Pros

Getting started with this app didnt take long and day to day use and monitoring have been pretty simple as well. The reporting is excellent and the customer service has been outstanding.

Cons

Honestly I can't think of anything I dislike about it.

“clear reports”

Pros

One thing that really stands out is the support team, they're very helpful. The reports are also clear and simple to read which makes the platform much more useful day to day.

Cons

Getting access to specific phone numbers can be difficult at times. I'd also like to receive more regular updates about new services as they become available.

“cost efficient tool”

Pros

The pricing is affordable and the reporting features are really good.

Cons

One issue I'm running into is that calls are getting cut off before they reach voicemail. That means I'm potentially losing leads and I need the tracking numbers to forward properly. It's also frustrating that I have to contact customer service just to rename my tracking numbers.

“call tracking undermined by bad reports”

Pros

Being able to monitor calls and keep track of tracking numbers is definitely useful.

Cons

The reporting is consistently inaccurate and calls are regularly marked incorrectly which ends up making the reports useless.