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.