Chorus Ai
April 10, 2021
Chorus Ai
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Chorus.ai
- Call Review
- Coaching & Skill Development
- Handoffs & Collaboration / Knowledge Sharing
- Voice of Customer & Disseminating Success Stories
Chorus.ai is being used within our Sales department. Within inside sales, it is allowing managers to better review calls and provide feedback. It is also helping us build a library of calls to better support new hires as they start the role to hear quality calls on-demand vs. live listening.
- Very smart AI is able to easily identify key words.
- Don't love the monologue rating as with certain roles there are explanations that are required and feels like it dings us when giving product demos or explaining a specific service or support piece.
- Easy to tag managers and see comments and suggestions.
- Onboarding was difficult.
- Would like calls to sync in real time.
- Ability to have manager live listen or conference in on an ongoing call.
- With new hires, it has allowed them to hear more calls and not have to actively be seeking out live call listenings.
- Has allowed more visibility on difficult calls for managers to hear direct feedback from merchants.
- has allowed manager to provide feedback after the call to send back to the Mx.
Chorus.ai is working within outreach so that we do not have to use another web-based phone system. This has worked fairly seamlessly. It did have some issues early on with getting users properly into the Chorus.ai library where calls were recording but not syncing to the proper system. Seems to be the smartest phone system I have used.
An innovative way that we have been using the system is really being able to search by keywords. With many problems, you can feel like it is only affecting your direct contact but often times this is a larger issue across the organization. By searching the keywords you are able to hear how other teammates are handling the same issues and the verbiage that have used around them. Often times you feel like this is primarily for compliance to have call recordings but its being used more as a coaching tool and library or resources.
In the start, we did a Zoom conference call with someone directly from Chorus.ai who explained how to use the service and the different ways it can be leveraged. I personally had issues with my calls syncing to the system and after a few days, it seems like they were able to get the support. It did seem that I was not the only one who had issues with call mapping directly to Chorus.ai
Chorus is the only call recording system I have used beyond a very simple on at my last company that was used primarily for compliance vs. coaching.