Call Center Studio

Score9 out of 10

3 Reviews and Ratings

What is Call Center Studio?

Call Center Studio is a call center built on Google, a secure and stable system with what the vendor describes as industry best reporting. For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio provides a web-based, pay-as-you-go solution running on Google. It is a full-featured enterprise grade system and includes Google’s new Dialogflow and Speech API. Call Center Studio is designed to be easy to learn with a very quick setup in 10 minutes, and aims to be a price performance leader, with lower equipment cost and less setup time.

Line-Pooling Service

Companies using Channel Call Management service decrease the number of missing calls, directly increasing customer satisfaction and minimizing income loss. Owing to this system all data; how many calls came, how many of them were replied, how long callers waited on line until calls were replied, can be instantly traced.This service is best for businesses with a lot of offices and branches who want to centralize the management of their call traffic.

Awards

"Endeavor Entrepreneur" by International Selection Panel held in Miami, in 2014

"Best SaaS Cloud Service Provider” Special Jury Award by EuroCloud, 2014

"Cloud Innovation World Cup Winner” by ICT Business Services, 2015

Categories & Use Cases

Contact Center

Media

Screenshot of Supervisor Screen

Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6

Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.3
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.6

Andres Pirela Loyo View profile

Director of Residential Sales in Professional Services at Green Lawn Fertilizing (201-500 employees employees)

Use Cases and Deployment Scope

What I like about this software is that it is very fast, it opens everything easily, it is not complicated to use and I can be online with my customers through the web version or mobile device, no matter where I am, because its cloud-based system allows me to access it on any computer.

Pros

It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
The function of recording calls is also very important to know my performance with the client and improve in the future.
It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.

Cons

It does not have a free version, but in its free trial I could see all the potential that this tool had, so I did not hesitate to purchase.
It does not have email integration, it should activate that feature soon.
Its many tools on the dashboard, can become confusing.

Return on Investment

A tool that has helped me a lot to handle my clients in a faster, more personal and diligent way, being able to increase my sales margins in a short time. The way this program showed me my mistakes, was decisive for the growth of my business, because I knew how to solve the problems efficiently.

Other Software Used

Asana, Jira Software, Pipedrive

Cigdem Kizilkaya View profile

Customer Support Director in Customer Service at Paraşüt (51-200 employees employees)

Pros

User friendly. It has dashboards for each team also able to see all users at the same time.
Good account management. We can directly reach our account manager through her mobile. Very fast response for urgent issues.
Even the defaults reports fine enough we can always ask for some spesific reporting formats.

Cons

Dashboards can not be pin to the screen.

Return on Investment

I think the most positive effect of CCS is; it is a cloud based application. During the covid period whole our company started working remotely. We didn't need to make any invesment to deliver service to our customers.

Alternatives Considered

SENTRY Enterprise 911 from Avaya

Call Center Studio