Name: Squaretalk
Rating: 8.2 (4 reviews)
Author: Squaretalk

Customer Success Management Training

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Beta Testing

Feature Management

Functional Testing

PHP Frameworks

Virtual Reality

Development

Online Proctoring Software

Virtual Classroom

Education

Business Intelligence (BI)

Calendar

Collaboration

Demand Planning

Document Generation

Emissions Management

Intellectual Property (IP) Management

Whistleblowing

Enterprise

Accounting

Accounts Payable

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Configuration Management

Custom Software Development Services

Enterprise Printing

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed Detection and Response (MDR)

Managed Public Cloud Infrastructure

Network Behavior Analysis

Network Performance Monitoring

Open-Source Database

Scale-Out Storage

Storage as a Service (STaaS)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Employee Advocacy

Market Research

Marketing Attribution

Marketing Automation

Press Release Management

Product Intelligence

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Incentive Compensation Management

eCommerce Analytics

Sales

Cloud Security Posture Management

Security

Aviation

Church Management

Equation Editors

Financial Services CRM

Internet of Medical Things

Physical Therapy

Revenue Cycle Management (RCM)

eDiscovery

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Kamailio SIP Server

Open Source

WhatsApp Business

Meta Platforms Inc

Orum

Twilio

MicroSIP

MDev Group

FreeConferenceCall.com

Exotel

Exotel Techcom

Vonage Communications APIs

Vonage

Salesmate

Rapidops, Inc.

Aircall

AVOXI

Seamless Integration with External Applications: Several users have praised the platform for its ability to integrate with other external applications using workflow. This feature has been appreciated by multiple reviewers, who find it valuable in streamlining their business processes.

Easy Deployment and Management: Many users have found the system easy to deploy and manage. This user-friendly aspect of the platform has been highlighted by numerous reviewers, emphasizing its convenience and efficiency in setting up and maintaining the system.

Customizable Admin Dashboard: The customizable admin dashboard has received positive feedback from several users. They appreciate the flexibility offered by this feature, allowing them to personalize their dashboard according to their specific needs and preferences.

SquareTalk's Matrix is a powerful platform for call management that has impressed users with its user-friendly interface and excellent export capabilities for Excel users. According to highly satisfied users, this software has proven to be a valuable tool for increasing business revenue. Not only is it recommended by staff and teams within organizations for its simplicity and cost-effectiveness, but it also helps businesses become more efficient and productive by integrating multiple programs into one platform for call management.

During the evaluation process, users have been particularly impressed with SquareTalk's quick response times and efficient demos. The Matrix software is highly configurable and user-friendly, making it a clear and compatible software solution for sales professionals. Call Center managers also find it to be a reliable tool that simplifies their workload and provides reliable reports. 

Innitel's Predictive Dialer has also garnered positive feedback from users. It has proven to be a reliable solution for daily calls to clients, saving time and money. The dialer is fast, smart, and backed by an excellent customer service team. Users appreciate the intuitive interface packed with useful functions and the friendly support team that is always ready to assist.

Overall, SquareTalk's Matrix and Innitel's Predictive Dialer have become essential tools for call centers, providing easy access to clients, seamless integration with various systems, increased productivity, and real-time management of sales reps. These products offer the best value for money in the field and streamline the sales process, giving businesses a competitive edge in a competitive market.

Export Functionality Limitation: Some users have mentioned that they were unable to export selected columns in the call history, indicating a limitation in functionality that has been experienced by multiple reviewers.

Steep Learning Curve for Advanced Features: Several reviewers have found some of the advanced features and functionalities to be complex and requiring more time to learn, suggesting a steep learning curve associated with these aspects of the platform.

Occasional Technical Issues with Call Conversion: A few users have reported experiencing two brief moments when the system failed to convert their calls, indicating occasional technical issues that have been encountered by a small number of reviewers.

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

NICE CXone Mpower

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

CX Cloud Essentials

CX Cloud Digital Essentials

CX Cloud Elevate

CX Cloud Elite

Talkdesk

Squaretalk

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Squaretalk Demo

Squaretalk   Lynx Demo MOS

Squaretalk   Lynx Demo

Likelihood to Recommend

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

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.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

Squaretalk
Formerly Axiom

Overview

What is Squaretalk?