ClearTouch Reviews

Pros

Round the clock customer support in multiple languages is a huge plus and it's the only platform I've seen that doesn't lock you into a long term contract. It connects easily with CRM tools and other systems, the reporting and analytics are better than what I've seen from competitors and the platform is very user friendly overall.

Cons

One thing that could make the service even better is collecting customer feedback more regularly. There are also a lot of spam calls coming through which makes handling callbacks difficult. Fast missed call alerts by SMS or email would help representatives respond to customers much more effectively.

Pros

Automated self service helps us share information with customers very quickly. Report tracking is quick and the user interface is simple to navigate.

Cons

Creating a large number of templates at once isn't possible and the process takes a lot of time. If that option were available, it would help save a lot of time during template creation.

Pros

The standout features on this platform are the auto dialer and predictive dialer and both have been excellent for us. Its accessibility is just as impressive. Location is no longer an issue since agents can connect with customers effortlessly from anywhere in the world. That opens the door to a global talent pool and also helps keep service running without interruption even when unexpected disruptions happen.

Cons

At the moment, the only downside we've noticed is mass template creation. If that gets improved, this platform will feel almost effortless to use.

Pros

One of the best parts of the TCN portal is its LMS functionality. It cuts down a lot of the long manual work and helps prevent mistakes. For instance, instead of uploading 100 bases and matching them one by one to 100 templates, we only had to submit a single file because of this preconfigured LMS feature. The system then automatically assigns the bases to the calling agents according to the predefined criteria. Another standout part of the TCN program is how quickly my CSM responds and helps with all kinds of issues.

Cons

There are still a few areas on the site that could be better. One example is the lack of a mass template creation option. If that feature were available, we would be able to handle hundreds of template creation tasks in just a few minutes.

Pros

A feature I really appreciate in the TCN portal is the LMS functionality. It cuts down a huge amount of manual work and helps prevent errors. For example, instead of uploading 100 bases and assigning them to 100 templates one by one, this predefined LMS feature lets us upload just a single file. Based on the fixed criteria, it automatically assigns the bases to the appropriate calling agent. Another part of the TCN application that deserves recognition is the fast support I get from my CSM whenever troubleshooting comes up.

Cons

A few features in the portal still need improvement and unfortunately those updates have not happened yet. One example is the lack of a bulk template creation option. If that feature were available, we could finish creating hundreds of templates in just a matter of minutes.

Pros

I've found the dialing tools to be really solid and high quality. It comes with customized and automated reports which is very useful and the call recording backup is another feature that adds a lot of value.

Cons

Right now, it's limited to dialing only. It would be much more useful if chat, WhatsApp and messaging options were built in too since those channels are increasingly important for connecting with customers faster and more effectively.

Pros

It is a well developed platform for multi level sales organizations. It already comes with a prebuilt sales module structure which makes it especially useful for startups that are just getting started.

Cons

The one thing still missing is a fully integrated API service that can connect with any kind of CRM. At the moment, it's only available in the testing environment but once that's fully implemented, it should be a strong fit for BPO industries.

Pros

Everything about this tool has been fantastic and the call barging feature works really well too.

Cons

Sometimes, there's a bit of lag in the customer's voice and occasionally we don't get the customer's audio at all which is annoying even if easy to solve.

Pros

Using the Management Login has been really helpful for my daily work and the features included there are practical and user friendly. The interface is simple to navigate and doesn't take much effort to get used to. The Agent Dashboard also looks appealing and is just as convenient to work with which makes the overall experience even better.

Cons

One thing that should be improved is the Call Recording feature since the retention period is limited to only 30 days and really should be extended to 90 days. The same goes for the Analytics dashboard, where the data currently shows only the last 15 days and extending that to 30 days would make it much more useful.

Pros

The thing I appreciate most about this cloud contact center platform is the quality of its messaging and chat features.

Cons

An issue is that we sometimes can't hear the customer's voice clearly or properly.

Pros

It's a fast, cost effective way to handle barriers in day to day operations.

Cons

A few features could still be refined to make them simpler and more practical even though it already offers plenty of options.

Pros

This platform feels very user friendly and works well for both agents and admins. The layout makes things simple to handle and it supports both sides of the team effectively.

Cons

The cost per user or usage is on the higher side and there's still room to add more features to make the platform even better.

Pros

ClearTouch has been extremely reliable with 99.99% uptime and the support team is available 24/7 whenever needed.

Cons

At this point, there's nothing specific to complain about. If anything has come up, we've requested it and it has been delivered on time.

Pros

There's a wide range of features on the platform and they can be used based on whatever the need is at the time.

Cons

It comes with a lot of options so getting familiar with everything can feel a little difficult at first.

Pros

Their client support has been outstanding and the implementation process was completely hassle free.

Cons

Its look and as well as the usability could still be improved a bit.

Pros

Right from the start, ClearTouch has been very user friendly and we haven't run into any problems using it. The whole team behind the product has also been outstanding, from the person who sold it to us and handled the training to the support staff who were always available whenever we needed help. They've all done an excellent job guiding us and supporting us throughout.

Cons

There wasn't anything lacking on the company's side.

Pros

This software covers the essentials really well with manual dialing, flexible IVR setup options and dependable cloud and API services. It gives us the core calling features we need without feeling limited.

Cons

The admin side could be more user friendly since the interface can feel a bit too complicated when managing settings and configurations.

Pros

We've been using this platform since 2019 and from the beginning the installation process and support have been very active and dependable. I'd also mention that downtime has only been around 15 to 30 minutes.

Cons

Since we're still relatively new to the platform, I can say that every upgrade they've made from the call center system has been very helpful for working on the new platform and so far I dont have anything negative to mention.

Pros

Almost immediately the interface felt welcoming and easy to understand which made using the product comfortable from the start. On top of that the pricing is affordable so it feels like good value for what it offers.

Cons

Honestly, I didn't come across any issues while using this product.

Pros

Auto calling has been really useful and this system helps increase customer touchpoints effectively. It's also very helpful for recovery related work.

Cons

So far, I haven't come across any real drawbacks. The system has been very useful and works well for what we need.