Good product that could be great
March 31, 2021

Good product that could be great

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with

  • Call Review
  • Coaching & Skill Development
  • New Hire Onboarding
  • Process Improvements & Change Management
  • Handoffs & Collaboration / Knowledge Sharing
  • Voice of Customer & Disseminating Success Stories
  • The data they provide is so valuable.
  • The smart playlist functionality is great.
  • It provides insight to not just our sales team. Marketing and product find a lot of value in it.
  • They have a handful of bugs in the software that pop up on occasion.
  • They seem to have issues integrating with google meets. We have had a handful of calls not get recorded that we needed access to.
  • They do not integrate with RingCentral very well.
  • Helps ramp time of new employees.
  • A hard ROI is difficult to quantify but it has been valuable.
Like I mentioned it could integrate more cleanly with some of our systems but Salesforce is the most important and it integrates well to that.
Using it to understand clients' needs around the product has been very insightful.
Support has been average. I feel like they have too much pre-made content they use for support. When we need critical problem solving we tend to get help articles that don't always address the specific issue. That being said, it has improved since we voiced the concern. The support staff is hindered at times by the product itself and them not being able to solve issues in a timely manner.
While it's not perfect, I think you get a lot of functionality for a reasonable price. We compared multiple platforms and found the most value with