One of the best applications for call review and coaching
April 29, 2021

One of the best applications for call review and coaching

Shayan Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with

  • Call Review
  • Coaching & Skill Development
  • New Hire Onboarding
  • Pipeline Visibility & Forecasting Confidence
  • Process Improvements & Change Management
  • Market Intelligence (Competition, Product, Messaging)
  • Handoffs & Collaboration / Knowledge Sharing
We have been utilising for multiple use cases like call reviewing, coaching, process improvements, etc. We deployed majorly for call recording and review but we have been aggressively using the application for training new hires, knowledge sharing, etc. It really serves us well for reviewing calls, understanding our customers, competitive landscape, process improvements, etc. It is currently being used only by the Sales department in our division.
  • It presents interesting insights of your calls by showing speaker ratios, keywords used, etc.
  • The search functionality is quite powerful, accurate and quick.
  • You can change the speed of the calls.
  • It can improve the accuracy of the transcripts.
  • Sometimes it takes a long time for chorus to process calls and present the insights and transcripts.
  • Lately, I've been noticing that their audio quality is declining.
  • Improved win rates.
  • Improved customer engagement.
  • Reduced required man hours for coaching.
Currently it is integrated with Google Meet and Zoom and the sync works pretty well.
We have used it to record videos for new team members so that they can go through the training at their own pace. We also use it for get insights of how our competitive landscape looks like and what our customer requirements are.
The customer support team is quick in resolving issues and glitches. They keep coming up with updates and bug fixes. They have multiple channels for support making sure we can get timely resolution. Also the resources that they share are very helpful.
Having used similar tools in the past, I found to be most effective due to its accuracy. It's pretty accurate when it comes to transcripts, speaker ratio and search functionality. Overall it's a pretty solid tool for call reviews.
It is well suited for call reviewing since it captures keywords used, shows speaker ratios, you can change the speed when reviewing. You can also expand the use case and use it for coaching and knowledge sharing too.