User review
Updated March 31, 2021

User review

Sandi Conrad | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with

  • Call Review
  • Coaching & Skill Development
  • Handoffs & Collaboration / Knowledge Sharing is being used by a few different departments. In my department, it is used for call quality, call coaching and we often use the recordings to train others and also to reference conversations if we need to go back to a call and document specific details.
  • I can change the recording speed to be able to rush through a recording to get quick details, and have flexibility in what speed, so depending on how fast people are speaking I can speed up a lot or a little.
  • I can use the transcripts to find specific phrases such as "next steps" to see what I've committed to.
  • The actual recordings are very good quality.
  • Transcript is challenging - there are a lot of words that are misinterpreted and on their own, the transcripts don't always make sense.
  • Filler words - I can see how many filler words I have per minute, but the assumption is that I'm always going to know what they are. There is no information to tell me what the system thinks are filler words.
  • The reporting doesn't seem complete, but it could be specifically how we've configured users vs. administrators. I find some of the reporting useful, but it isn't quite enough for me to self-coach all of my bad habits.
  • Not all of the call participants are identified on the calls. If someone is on the call, but barely speaks, they're not identified as participants.
  • Biggest values I experience are an ability to listen to recordings to refresh my memory on conversations or provide notes to my clients, and for training on specific topics covered by colleagues where I wouldn't be able to join the calls to shadow.
Recordings are the same quality, transcripts are better than
We were able to switch from to very quickly, and exported recordings into when we switched. As a user, I was not involved in this process, I was just a benefactor.
Useful for reviewing calls, less useful for actual notetaking, because the transcripts are inaccurate.