Babelforce Reviews

“complex setup and reporting gaps”

Pros

One thing I do appreciate is how strong the automation is because it really helps align our operations. The automated call routing keeps the contact center running efficiently by sending inquiries to the right agents without needing manual input. Workflow automation is also a major plus since it takes repetitive tasks off the team's plate and helps boost productivity. On top of that, the IVR call bots improve customer interactions by giving quick and accurate responses which makes our service more efficient overall. It's also valuable that the platform connects well with CRM systems and other business software, allowing data to move across platforms without much friction and that is important for keeping our processes aligned.

Cons

User interface feels overly complicated and the pricing is not presented with enough transparency. I'm also disappointed with the reporting and analytics capabilities since they do not really cover what I need in an effective way. While the initial setup was fairly simple, keeping everything synchronized with external software becomes difficult especially because automation sync is not fully supported. On top of that, handling things like single sign-on, user synchronization and more advanced permission management is complicated and ends up taking a lot of time.

“flexible workflows and simple setup”

Pros

Getting started with the platform is pretty easy and the interface feels simple from the beginning. A lot of users value how simple it is for teams to build and adjust workflows without needing any coding skills at all.

Cons

Call quality continues to be a concern, with users often running into weak or inconsistent audio especially during phone conferences and warm transfers. It affects both real-time conversations and call recordings which can be frustrating.

“strong teams”

Pros

One of the biggest benefits for us is the connection to Zendesk and Microsoft Teams which gives us very easy access points across all areas of the company. The Teams integration was one of our key requirements and it was delivered within the expected timeframe. On top of that, the system's basic structure is a real advantage.

Cons

During onboarding, I would have appreciated more focused support. The team was clearly very willing to help us but the overall project planning itself could have been handled better on both sides.

“helpful cloud calling features”

Pros

Using this software has been very easy for me and it comes with a range of features that are genuinely useful in my day-to-day work. Queue Management, Call Management and call recording are the ones I rely on the most. One of the biggest advantages is that it is cloud-based which makes it very accessible whenever I need it.

Cons

One issue I've noticed is that both the live call quality and the recorded call quality are not very good. It would be much better if the call quality could be improved.

“great tool”

Pros

Putting customer service on auto mode with this technology has been amazing. It really helps reduce the workload on agents and the IVR call bots cut down agent handling time quite a bit. Using the autobot for customer support is especially useful on weekends when extra coverage is needed.

Cons

Only downside is the pricing otherwise great tool. It could be a bit lower because at its current cost, it can be hard to afford.

“versatile softphone that delivers”

Pros

Right away, this softphone stands out as a flexible platform that fits telephony neatly into day-to-day business operations. The interface is simple which makes communication workflows simpler and helps with handling and managing calls more efficiently. It comes with great features and dependable performance, giving businesses what they need to organize their telecom processes better, boost productivity and keep customers happier. Whether it's handling inbound calls or supporting outbound campaigns, it does a really good job of offering a well-rounded solution for a variety of business needs.

Cons

The phone conferencing feature especially warm transfers with agents, still needs improvement.

“Reliable nordic number provider”

Pros

For years, this has been my go-to provider for Nordic phone numbers and it has consistently worked without issues.

Cons

At times, the wide range of available features feels a little overwhelming since I'm more of a basic user but whenever I need help, their team is always there to assist me directly.

“zendesk fit and valuable solutions”

Pros

After looking for a phone system that would work really well with Zendesk, we ended up using Babelforce and it has covered everything we needed for our Zendesk setup while also giving us additional useful solutions that help support and grow the business. We've been genuinely impressed by the range of options Babelforce provides. On top of that, working with their IT team has been a real plus for us. They are direct, efficient solution-oriented and always handle things in the best possible way. Not to mention, collaborating with them is genuinely enjoyable.

Cons

Honestly, there's nothing we dislike at this point, either about the system itself or the team behind it.

“no-code setup with powerful integrations”

Pros

Managing it day to day feels very simple. Since it's built on a no-code setup, there's no need to be an expert to get everything configured. The support has also been there whenever needed which makes a big difference. On top of that, it comes with really useful tools especially the ability to integrate with other systems like Zendesk, SAP and more.

Cons

At the moment, there's still no option to import or export call flows and that would definitely help make certain tasks a bit more convenient. ,)

“EASY calling feature”

Pros

It's given us a lot of flexibility and control in how we manage our phone setup, both for inbound and outbound calls. The integration with our ticketing system works really well and whenever we've had extra requests, product development needs or just general questions, the support team has consistently been excellent.

Cons

Setting up some of the more advanced features can be a bit complex but the support we received made that much easier to work through.