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Users of CallShaper have found the software to be highly versatile, catering to a range of use cases in call centers and remote …
Starting at $65 per month
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What is CallShaper?
CallShaper is a cloud-based call center platform designed to enhance efficiency and productivity for inbound and outbound call centers. According to the vendor, it caters to call centers of all sizes, from small businesses to large corporations. Professionals and industries such as telemarketing, sales...
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Basic
$65
Cloud
per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Tech Details
What is CallShaper?
CallShaper is a cloud-based call center platform designed to enhance efficiency and productivity for inbound and outbound call centers. According to the vendor, it caters to call centers of all sizes, from small businesses to large corporations. Professionals and industries such as telemarketing, sales and marketing, customer service, lead generation, and market research reportedly rely on CallShaper to optimize their operations and improve customer interactions.
Key Features
Dynamic Scripting: According to the vendor, CallShaper's platform enables businesses to create custom agent scripting, allowing them to enforce business rules at the agent level. Integration with third-party systems is also available.
Lead Management: CallShaper offers various options for effective lead management. Real-time lead posting reportedly ensures immediate availability for dialing, while the bulk file uploading feature allows easy import of leads from databases or files. Flexible lead prioritization reportedly provides control over lead mix and priority from multiple sources.
Real-time Reporting: CallShaper reportedly provides accurate and easily analyzable reports in real time. The dashboard reportedly presents campaign information in real time, while team reports reportedly display individual agent performance and team summaries. Media reports reportedly analyze the performance of inbound media by type and advertisement.
Quality Assurance: According to the vendor, CallShaper's system includes a customizable Quality Assurance Scorecard, ensuring client confidence and high-quality work without additional cost.
Dialer Types: CallShaper reportedly offers various dialer options to maximize agent talk time and efficiency. The Predictive Dialer algorithm reportedly optimizes agent performance, while the Preview Dialer reportedly allows agents to review lead information before connecting the call. The Manual and Click to Call Preview mode is specifically designed for dialing wireless leads, according to the vendor.
IVR: According to the vendor, CallShaper's IVR (Interactive Voice Responder) facilitates call routing and call control. The drag and drop IVR editor reportedly simplifies call routing to the appropriate destination, while efficiently managing inbound volume based on agent availability and call type.
Regulatory Rules: CallShaper reportedly assists call centers in complying with regulations. According to the vendor, it retains call recordings and report data for seven years, exceeding TCPA requirements. The Predictive Dialer reportedly ensures compliance with abandonment rate limits, and leads are reportedly checked against the number portability database to adhere to regulations.
APIs and Webhooks: CallShaper reportedly offers integration options using APIs, Webhooks, and Zapier. According to the vendor, APIs allow seamless integration with CRM systems, while Zapier integration enables communication with over 1,000 different web applications. Webhooks can reportedly be used with Dynamic Scripting to access and update CRM data in real time.
CallShaper Features
- Supported: Call Recording
- Supported: Automatic Call Distribution
- Supported: Call Monitoring
- Supported: Call Routing
- Supported: Call Scripting
- Supported: Call Transfer
- Supported: Campaign Management
- Supported: IVR/Voice Recognition
- Supported: Power Dialer
- Supported: Predictive Dialer
- Supported: Preview Dialer
- Supported: Progressive Dialer
- Supported: Reporting/Analytics
- Supported: Alerts/Escalation
- Supported: Blended Call Center
- Supported: Call Center Management
- Supported: Call Logging
- Supported: Chat/Messaging
- Supported: Computer Telephony Integration
- Supported: Inbound Call Center
- Supported: Manual Dialer
- Supported: Outbound Call Center
- Supported: Queue Management
- Supported: Agent Interface
- Supported: Auto-Dialer
- Supported: Automated Routing
- Supported: Chatbot
- Supported: Collaboration Tools
- Supported: Quality Management
- Supported: Workforce Management
- Supported: Callback Scheduling
- Supported: Voice Mail
- Supported: Call Scheduling
- Supported: Campaign Specific Caller ID
- Supported: FCC Compliance
- Supported: FTC Compliance
- Supported: Lead Management
- Supported: List Management
- Supported: CRM
- Supported: Lead Distribution
CallShaper Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
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Users of CallShaper have found the software to be highly versatile, catering to a range of use cases in call centers and remote work-from-home settings. Its robust scripting, IVR, and webhook features have left users completely satisfied, allowing them to interact with representatives across different locations seamlessly. The reporting capabilities of CallShaper have been highly regarded by users, particularly for recurring exports. Users can fully customize exports with existing data fields and add custom data fields as needed, enabling them to effectively manage their business down to the rep or media source detail for optimizing performance.
CallShaper's customer service has been praised for its responsiveness and ability to promptly resolve issues, including software updates. Users have also commended the simplicity and effectiveness of the software's scripting feature, which allows agents to see changes on the next call without logging out and back in. Additionally, the call quality has been noted as excellent, ensuring rare hang-ups due to the lack of detectable time between customer answering and agent connection.
The user-friendly nature of CallShaper has made it easy for supervisors and quality assurance personnel to quickly learn and utilize its features. Its built-in Scorecards enable agents to track their quality scores, while compliance features relieve users from worrying about state holidays, cell phones, and abandon rates. With variable dialer costs based on usage, CallShaper has been highlighted as cost-effective for businesses. The admin features of CallShaper, such as number blocking and state blocking, provide convenience and can be managed without IT intervention. Overall, CallShaper's features and functionality have impressed users by meeting their needs and adapting to client requirements.
User-Friendly Interface: Several users have expressed that CallShaper is very user-friendly and easy to navigate. They have found the software intuitive, making it simple to set up campaigns and manage dialers without needing assistance from a programmer. The ease of use has been particularly appreciated by reviewers who value the ability to quickly customize scripts, access supervisor tools, monitor performance, and easily locate call recordings.
Robust Reporting Capabilities: Many reviewers have praised CallShaper for its comprehensive reporting capabilities. Users appreciate being able to drill down into specific details at the representative or media level and listen to calls. The reporting options are described as easy-to-read with various filtering options available, allowing users to analyze data effectively and make informed decisions for improved efficiency and performance.
Excellent Customer Support: Numerous users have commended CallShaper's customer support team for their promptness and helpfulness. Reviewers mentioned receiving fantastic support whenever they encountered any issues or had questions about the software. This responsive support system has contributed to a positive user experience and increased satisfaction with the product overall.
Time-consuming setup process: Some users have found the setup process of CallShaper to be time-consuming. However, they acknowledge that once it is configured, the software becomes an amazing tool.
Limited flexibility in generating reports: Users have expressed frustration with the inability to run reports that include custom data fields for past calls that were not part of a recurring export. They also desire more flexibility in setting the time frame for generating reports.
Inability to manually dial outbound calls: Users have mentioned that they find it inconvenient that CallShaper only allows for auto-dialing and does not provide an option for manual dialing.