Leaptree Optimize

Designed for Sales and Support teams, Leaptree Optimize provides insights into performance across all communications channels, offering details on where individuals can improve. With an intuitive and user-friendly interface, automate the creation of scorecards for your teams, and measure interactions across voice, email, webchat, and social media.

Languages supported: Bulgarian, Czech, Danish, German, English, Finnish, French, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional)

9.6/10 (Expert Score) ★★★★★
Product is rated as #3 in category Contact Center Quality Assurance Software
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Improve quality assessment productivity by 50%.

Leaptree Optimize has been designed from the ground up to meet the need for consistent, affordable, and world-class QA of sales, support, and service teams using Salesforce. Built on the Salesforce platform, it allows supervisors to automate the creation of metrics and scorecards for any given activity: from call handling to updating records and scheduling follow-ups. Optimize enables the measurement of interactions across voice, email, webchat and social media.

Not on Salesforce? No problem, Leaptree’s Optimize X is designed to integrate with any CRM/XRM. This guarantees all users the data security protection and benefits by being built on the Salesforce platform.

With Leaptree Optimize, you can implement a QA program that is:

Consistent – Leaptree Optimize scorecards run within Salesforce, allowing every activity to be scored against a consistent set of criteria. Reps and agents know exactly what they will be scored on, so they can focus on doing the right things to get the right results.

Targeted – Supervisors can select exactly the activities they want to focus on (e.g. all complaint- handling calls, all prospect qualification calls), score reps and agents consistently and fairly, provide feedback and identify areas for coaching.

Configurable – Self-service capabilities allow business managers and agents to configure and modify scorecards without assistance from developers or IT support

Real-time – Dashboards provide at-a-glance guides to current quality scores, allowing managers to monitor quality across the team or organization, drill down into areas of concern, and take appropriate action.

Affordable – We’ve priced Leaptree Optimize to be highly affordable, with licensing for supervisors/evaluators only. Agents and reps go free, no matter how many you’re evaluating.

Leaptree Optimize
Leaptree Optimize

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Customer Reviews

Leaptree Optimize Reviews

Administrator in Government Administration

Advanced user of Leaptree Optimize
★★★★★
QA Agent Tested, Government Approved

What do you like best?

1. The fact that Optimize doesn't make any calls to external clouds made it possible to get this tool approved for US Government where many others failed. You keep possession of all your Data in your already established Salesforce cloud.

2. Optimize lets you pick from your existing objects/data to automatically create scorecards and assign them to whomever you'd like (queues/groups or individual agents).

3. The team listens to feedback and when they hear a good idea that they can easily incorporate, they do it. Not like some other companies where things go into the list of ignored feedback. Honestly I've watched this product grow and improve over the last several years and it's really hitting it's stride.

4. It's EXTREMELY easy for the QA agents to use, significantly lowering the training that needs to be done to start using this product. This is particularly true if you are already on Salesforce Lightning.

5. The team is also very responsive to questions. Definitely a 5 out of 5 for customer service.

6. Oh and the pricing model is very reasonable. You only have to buy the licenses you plan to use where other similar products try to make you buy licenses for everyone in your org instead of just those actually completing scorecards or working on their administration.

7. Oh and the setup is clicks not code (I'm not even a SFDC admin and I figured it out 85% of it before having to ask them questions).

Looking at 40+ different QA tools in the last year or so, Optimize was the best hands down for a US Federal Government Salesforce QA System...And that was before the features in their most recent release.

What do you dislike?

You have to be on Salesforce Lightning (more of a good to know than a dislike).

There is no "Preview Scorecard" feature on the scorecard builder. So you have to open a second tab that has the scorecard you are working on and then refresh it after you make changes. Not a huge deal. Doesn't affect the QA evaluators at all, just the person who is creating the scorecards.

What problems are you solving with the product? What benefits have you realized?

Leaptree was really a giant step forward for our program.

-Better reporting of scores/averages/trends

-Better work monitoring and horizontal agent analysis

-The interface is MUCH easier for QA agents to use

-Changes in scorecards are handled really well (this was a problem for us in the past). All prior records are retained/unchanged if you change a scorecard (which was a big deal). The future scorecards follow the new version as soon as you save your scorecard type change. This is great.

Review source: G2.com

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