New technology that we are learning from
April 12, 2021

New technology that we are learning from

Giulio Magni | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Chorus.ai

  • Call Review
  • Coaching & Skill Development
  • New Hire Onboarding
  • Market Intelligence (Competition, Product, Messaging)
Currently for an initial subset of sales users as we better understand the usability and value. Planning on broader rollout over the coming months to select individuals in our Sales organization. Our primary goal was to provide an easy way for managers to review calls from the field and provide coaching comments. Secondary was to gain insights into competitive and marketing intelligence. Lastly, when we integrate the system with others in our tech stack, is to have a forward looking view to help our forecasting efforts.
  • Good sales engagement, clearly hungry for our business and was committed to the process.
  • It's early days for us at the moment so it's hard to say, but we have no regrets with investing CI. We are learning a huge amount from recording and reviewing calls and believe that this will be a part of our Enablement strategy. We particularly like the transcripts and sharing options and look forward to further development of the product in this regard.
  • We have high expectations of the Salesforce integration but have not used it as yet.
  • Poor user experience with on-premises Exchange. Development on EWS services would have been useful.
  • The admin UI is difficult to use. We had to have our account manager build user hierarchies, setup trackers and the reports are pretty limited.
  • The overall implementation experience was ok. More direction is needed for the implementation and specific next steps or information to be provided.
  • It's too soon to tell, we are still in the adoption phase. Getting users to use the platform and managers to buy in to the value is a challenge and should not be underestimated.
It was a neck-and-neck finish for both vendors in our selection process. We easily could have gone either way on the decision, both vendors did very well in the sales engagement. Chorus.ai did a slightly better job at executive bridging and connecting to others in our organization (outside of the buying committee). We felt that their story aligned a little more closely to our own business story, and it helped that they had marginally better pricing.
We are currently running it standalone during the evaluation period with a commitment to 12 months. After the initial implementation and adoption phase, we plan on evaluating the strategy going forward and then completing the integration work with Salesforce and Slack. We use Exchange on-premises at the moment so the calendar integration is limited, due to security concerns we are not able to implement the workflow recommended by the vendor for all calendar events to route to Chorus.ai.
Too soon to tell, but we have high expectations of being able to search through recordings on an ad-hoc basis. This would be useful for product launches, changes in marketing messaging, etc. We like the idea of an automatic build up of playlists, for example, for new hires and/or playbooks in our CMS.
The account manager has been very engaged and willing to help wherever needed. I have not referenced their knowledge base much, and have not really found any pertinent answers to my questions in the KB. The support team have met the SLAs, although I have found the follow-up and resolution of the tickets to be poor. Feature request handling is also not mature.
I believe that it is better suited to Exchange Online or Google rather an on-premises mail servers. As a security company, we have stringent requirements around data privacy especially when engaging with prospects. It was a challenge getting internal alignment and approval of the technology, but now that it's in, we are pleased that we made the effort.