Name: CallShaper
Price: 65 USD
Author: CallShaper

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Enterprise Content Management

Payment Facilitation

Visitor Management

Enterprise

Accounting

CTRM

Travel Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Application Server

Cloud Storage

Container Security

Data Center Backup

Data Preparation

Embedded Database

Enterprise Service Bus

Fraud Detection

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Message Oriented Middleware

Mobile Data Security

Mobile Identity

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Storage as a Service (STaaS)

Value-Added Resellers (VARs)

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Ecommerce Personalization

Email Marketing

Marketing Attribution

Marketing Automation

Mobile Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Sales Content Management

Sales Performance Management

Sales Training

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Virtualization Security

Security

Aviation

Fleet Management

Hospital Management

Intelligent Document Processing

Online Ordering

Online Voting

Practice Management

Veterinary

eDiscovery

Vertical-Specific

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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.

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.

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.

Basic

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Standard

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Call Recording

Features that allow the user to record voice and video calls, edit recordings, view recording analytics, and share recorded calls with others.

Pre-Scheduled Recording

The ability to set call recording for scheduled calls ahead of time.

On-Demand Call Recording

The ability to add the call recording software to live calls.

Audio and Video Call Recording

The call recording software will record both the audio and video for the call (e.g. slide decks or other presentations shared on the call will be captured in the recording).

Real-time Recording Controls

The ability to pause, stop, or start recording in real-time on live calls.

Cloud or Local Recording Storage

Recordings are saved either locally on your computer or to a public or private cloud storage space.

Call Transcription

A written transcript of the meeting is available for download. Some products use AI technology to produce more accurate written transcripts.

Recording Editing

The ability to edit the recording (e.g. cut out silent sections) and save the edited version.

Recording Sharing

The ability to share a call or meeting recording using a sharable link.

Call Recording Analytics

Some products provide call or meeting analytics that include speech and text analytics, sentiment analysis, and key phrases mentioned in the conversation.

Call Recording Dashboard

A dashboard showing all recorded calls filterable by rep name, account name, date of the call, etc.

Integration with Third-Party Systems

Allows the user to connect the software with other third-party platforms such as a sales dialer, sales engagement, or contact center software.

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CallShaper

Overview

What is CallShaper?