What do you like best?
The ability to review all call transcripts. Makes it very easy to confirm what was actually discussed. I also like the ability to soft listen to other calls. Makes it easy to catch training oppertunities in the moment.
It is very nice to have the ability to go online or offline whenever you need to. That way calls arent going to employees that are on break, or have clocked out. Only the currently working and online employees recieve the call.
Another great feature is the ability to easily transfer calls. We have multiple employees, in different states, all using their cell phones. If a customer calls in, and they would like to speak to someone else or someone they have delt with already, you can easily send the call right to that employee only.
What do you dislike?
The transcripts arent always the most accurate, but you can understand what was said with context clues. The notes dont connect to the caller, they connect to the call. This does make it harder to check out past notes because you have to look through the other calls. I think the notes should attach to the caller, that way, any time a customer calls, you can review all notes frome every past call at one timewithout having to go searching for them.
I do think there should be an option to make a group call. This could help us with solving any misunderstandings with customers, but also give up the ability to have little mach meetings or even full on meetings with all of our users.
What problems are you solving with the product? What benefits have you realized?
Actual prices and work discussed. We have had a few customers claiming that we offered them a cheaper price, or more work than we did. Makes it to where no customer can claim they were promised something they werent. Gives the ability to identify training oppertunities and missed sales. Also holds employees accountable. It is great to be able to see exactly how many calls each user is making. This makes it to where each employee can also go back and review even their own calls. Letting them see and call out their own mistakes. A very great training tool indeed.
