CallShaper Software


 

CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support.

CallShaper enables users to create click-to-call forms for websites or accept real-time feeds from lead vendors. Leads posted in real time are immediately available for dialing and each real-time source can be tracked separately. Users can import leads from a database or from vendor files.

CallShaper offers real-time reporting that enables users to measure agent, campaign and lead performance. Users can run reports to view historical data or apply filters to analyze specific views of campaign data.

Other features include predictive dialing, answering machine detection, call monitoring and custom scripting. A color-coded interface allows supervisors to monitor agent activity and identify potential issues. Internal chat can also be used to send announcements or directly message agents.

 

CallShaper - Capture
 
  • CallShaper - Capture
    Capture
  • CallShaper - Dashboard
    Dashboard
  • CallShaper - IVR example
    IVR example
Supported Operating System(s):
Web browser (OS agnostic), Windows 10

10 Reviews of CallShaper

Showing 1-10 of 10

 

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Tom from WASI

February 2017

February 2017

Great Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been a user of CallShaper for the last 2 years. They provided a great product when we signed up and have continuously worked on enhancing more features and benefits as our clients needs have changed. Solid Company!

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: February 2017

February 2017

 

Great to hear that you are benefiting from our Hosted Contact Platform Solution! Please continue to provide feedback on what you would like to see as we keep a list of innovative additions and are tirelessly committed to serving our customers with simply the best solution!

 

Jordan from GoHealth360, LLC

February 2017

February 2017

Best of Class Dialer

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Callshaper is simply put the best dialer for those looking for a simple and easy to use predictive dialer with just the right amount of features but not overly complicated to setup. It provides great functionality and it's dynamic scripting allows even the most basic user to configure it properly. A typical campaign could be up and running in a matter of a few hours

Pros

Easy to setup
Great agent scripting tool

Cons

More IVR functions

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: February 2017

February 2017

 

Jordan, we are so pleased our solution has met, and obviously based on your comments, exceeding your expectations. We understand how customers who change their technology are always a little anxious regarding change and how that might affect productivity. Your comments reflect our mission to 'demystify' the heart of the Contact Center and allow Operations to fully enjoy the abilities of the Solution w/o getting overwhelmed with the interface, Looking forward to continue to work with you and of course our famously wonderful Support is always there to help if needed.

 

Kamille from ByteSuccess
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Feature Packed Yet Simple To Use !

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I use CallShaper every day to manage my agents, which are all in different locations (Home Based). It is so great to be able to monitor and whisper to my agents when helping the newer ones, even barging in to take over a call when they are struggling. I love the built in Scorecards so the agents can always see their quality scores. I can even run reporting on the Scorecards as well as any other KPI's that are important to the client which is a simple and non-cumbersome set-up. Support is fantastic and the built in Compliance features mean I do not have to worry about State holidays, Cell Phones or Abandon rates. What is really outstanding is the Scripting. It isn't HTML or other programming language. It is as simple as MS Word with rebuttal features. When I make changes, the agents see it on the next call. No need to have everyone log out and back in to see changes! The call quality is outstanding and there is no detectable time between the customer answering and the connection to an agent, so hang-ups are rare. Thanks CallShaper for making a product anyone can use!

Pros

Ease of use. Built in QA System. Top 10 Agent ranking for competition. Scripting tools. Real-time reporting. Recordings are kept for 5 years. Support is fantastic!

Cons

None that I can think of.

Advice to Others

If you want a system that does not need IT for deployment, lead loading or scripting, this is for you.

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: February 2017

February 2017

 

Thank you Kamille for the kind words and praise. We are pleased you are making good use of the features that are standard in CallShaper's platform and are not add-ons where others may offer as a separate line item. Again, we appreciate the feedback as we always listen to the needs of our customers and continue to add abilities and features, operators would like to see.

 

Shoaib from PremierBPO
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

Feedback About Call Shaper Services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

So far. So good. The Customer Support is very impressive and very satisfying in particular. Functionality is quite user Friendly.

Recommended...

Pros

User Friendly and excellent Customer Support.

Cons

Dial Level options are limited...

Advice to Others

Keep working and adding more functionality and value added features...

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: January 2017

January 2017

 

At CallShaper our top objectives are to provide superior support and maintain a user-friendly interface. We are pleased CallShaper is meeting and exceeding those expectations!

Our predictive dialer algorithm is designed to do what it takes to keep your agents busy while still adhering to all applicable regulations. With CallShaper you are not limited to a tiny 4:1 dialing ratio, nor will you need to babysit the dialer. Our platform constantly watches changes happening to your campaign and reacts accordingly, enabling management to focus on the quality and production of their agents without the distraction of possible variables needing IT intervention.

We are constantly improving the system based on feedback from our customers. We encourage you, as well as all our customers, to continue providing feedback so we can make improvements to a system that keeps setting itself apart from the competition.

 

Stanley from SB Global BPO

December 2016

December 2016

Excellent Customer Support, so easy to use with Great Features & Functionality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

* Customer support is very friendly, willing to help and know what they are doing. They helped me identify my issue and came up with a solution in a timely manner the few times I had to reach out to them. Which is excellent since time is literally Money.
* This software is so easy to use. I had both my Supervisor and QA in training using the software within their first few days in their new position. They were able to catch on quickly and even identify features I was not aware of. They both love this tool and rated it as 5 star I totally agreed with them.
* The Features & Functionality are awesome, it's like these guys know what clients are looking for and what contact centers need. My team and I were discussing some features we needed in a software like this one and as we went along using it we needed additional features based on the client reports and some of the features were there without us knowing (customer support took care of that and helped us out) but the other features we were able to get added so the reporting was exactly what the client wanted and we added some extra info in the report label we knew the client would have loved. My client was happy, therefore I was happy :-).
* With the piece of mind this tool gives to you, how it helps me impress my clients, allow both my agents and staff effectively and efficiently manage and help increasing profit, this software easily pays for itself based on the clients I worked with.
* Fantastic software!

Pros

- Easy to use.
- Has the features that matter most to me and my client.
- Great tool and is still improving.

Cons

- Price Per user is very High, which makes is harder for a start-up BPO/Center to use the tool.
- No Free trial (A free trial would allow one to see the awesomeness of the tool and don't want any other)

Advice to Others

Keep working on making in better than Awesome :-)

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: December 2016

December 2016

 

Thank you for the review Stanley. When you state " it's like these guys know what clients are looking for and what contact centers need " That is because there were people from the Operations departments involved in it's creation. Much input was gathered and received on what the centers need and what clients look for. I think that is what sets us apart. Any function of the system can be handled by the Operations team and no need for IT or Support intervention, even with scripting or loading leads!

 

Christie from Byte Success Marketing
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Awesome technology!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I love being able to set up my own scripting and export files without having to wait for a programmer to do it for me! It is also great being able to have the dialer cost be variable so that I am only charged for what I need each month. This makes it extremely cost effective for me. The productivity is excellent, and the reporting allows me to manage my business down to the rep or media source detail so I can optimize performance.

Pros

I love the fact that it is so easy to program, I don't need a programmer's help to set up a campaign. The reporting is great, and you can drill down to the rep or media level and listen to the calls. My efficiencies and performance has improved dramatically since I started using CallShaper.

Cons

None for me...

Advice to Others

This dialer is better than any other dialer I have used. It is extremely cost effective. And you don't need programming staff to support it, so it saves you on IT costs as well.

Review Source: Capterra
 

Enrique from Transparent BPO
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2016

November 2016

CallShaper Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been using this platform for about 5 years now and it has made life much easier when looking at the live stats and looking at agent and program performance in one place. It is very user friendly and provides a support menu that allows you to read up on the different features while in the platform. Most features give you a quick view of what they do if you hover over the option. The admin feature is great you are able to do many things other platforms would need IT intervention like blocking a number, creating posting strings, state blocking and a host of other things.

Pros

I like the easy navigation and the support system that is on the platform as well as the capability to download almost all reports that are available and the admin tools.

Cons

It is still a fairly young system and while it is very sophisticated and provides many of the current needs in our field their may still be some features that might be needed for company specific programs.

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: November 2016

November 2016

 

We at CallShaper thank you Enrique for your years as a valued customer. We are glad you appreciate the simplicity and ease of use that has been the driving factors behind the design of our cloud based platform. Our CEO is committed to always finding ways to improve on the system and we welcome input from our customers to aide in the constant evolution of a product we are proud of. You are also spot on regarding support. Denise is one of those rare individuals who is never satisfied until you are. Her efforts in creating the library has resulted in possibly the most user friendly resource I have seen in my 20+ years in the industry! Again, thank you and we are always here for you!

 

Ali from Glades Drugs
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Amazing Auto Dialer and Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

CallShaper has been great! The support, access to stats and just the overall layout of everything. This is a great system and one of the best features is the customization script on the fly making it really easy to make changes to existing scripts and the logic is easy to understand.

Pros

Script customization

Cons

Some of the stats are a bit tough to comprehend

Review Source: Capterra
 

Carl from American Benefit LLC.
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

CallShaper Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using CallShaper for a few months now. CallShaper has been a very useful tool for our Sales Support Team and our Sales Team. I have found the user guides by Denise are easy to follow and use when it comes to set up and creating the scripts. If I have any questions the live support is always a phone call away and very quick to respond. The Support and Sales Teams have found CallShaper easy to use and feel it has worked very well for them.
Thank You CallShaper!

Pros

Ease of use.

Review Source: Capterra

  Response: CallShaper, CallShaper

Date: November 2016

November 2016

 

Thank you for the kind words Carl and we at CallShaper are always happy to hear what you admire about our system. We agree Denise has put together one of the most easy to use, read and implement user guides I have EVER seen or used. One thing it allows, is you to use the cloud based dialer to its full capability, something people hardly ever do with their current systems. So many times we want all the bells and whistles on a system, only to be overwhelmed and confused by the layouts and never are truly happy with the core components we need for daily use.

As always, Bob Weinholt, our CEO, never rests on his laurels and is always trying to add features and abilities that customers request in ways that are not only easy to use, but without so many of the extra charges other companies require for each 'add on'.

 

Scott from ByteSuccess

October 2016

October 2016

Ease of Use, Super Reporting and Fantastic Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

When running a campaign, nothing is more important than uptime. We have never experienced any downtime to date. The interface is simple in design and easy to deploy for our virtual agents and supervisors have a variety of tools to improve agent skills. Leads are easy to load and the owners seem to always be adding improvements to what has proven to be a great system already.

Pros

Ease of use, ease of deployment, supervisor tools, scorecards, monitoring, ease of recording location. Lead and Agent skill sets

Cons

Would love to see more inbound reporting

Advice to Others

Great choice for small and medium start-ups and centers looking for solutions for seasonal influxes of work.

Review Source: Capterra