Overall, we have had a great experience with the company.

This program helps us to make better marketing decisions by allowing us to have the opportunity to track where our customers are calling us from. We are able to hold vendors accountable for their leads because we can track what lead source the customer actually called from. Excellent tool for a business looking to increase their ability to attribute leads.

One downside is that we had two outages within the last year where all of our tracked numbers weren't working due to a system wide outage. We were quite frustrated that no one from CallSource told us about this outage and even more so, that it happened in the first place. It took far too long to get working again. The only other downside to the software is there isn't a mobile friendly version that is easy to use. We have difficulty accessing the recorded calls on the cell phone and most of the times that we need to listen to a call are on an urgent basis and usually after hours.

The service has been challenging, one year we were overcharged by 30%, another year, we had over 10 % of our numbers ringing to the wrong lines, lines ending to late and getting charged more, lines getting cut off to early. See the list below for more: Telephone lines not working When we get a new rep for Call Source there are issues, so our client ends up feeling it For example last month the phone rang at our location instead of to the voice mail as it was supposed to. Billing has been a challenge, over charged on several occasions

It is intuitive. It is easy to get around and is just plain logical.

It feels like the software is fine, its just the human aspect that is challenging, the way things are set up or not set up. The response and the response time.

Negative.....

It records the conversations so I can listen in on potential deals in detail

It shows up as Spam on customers phones and it uses a 800 number. Also it drops call constantly

Overall solid platform for what we use it for: tracking the quantity and frequency of phone calls per marketing source. Great customer service and support staff.

the tracking numbers and related data to marketing sources

the full package is too expensive yet the middle packages have stark inefficiencies

7/10 - For what it is, it's not a bad system. Both the Customer Service and Marketing teams use the system with a degree of ease. Looking forward to future incarnations of a more developed product.

It's easy to use and the TPA is a solid dipstick indicator of how the team is doing overall. Sharing the calls is easy and so is finding them when it's necessary. The additional services they offer are attractive.

It isn't very customizable. Two teams use this software and we both use it very differently. It would be nice if, upon booting up, the system automatically set itself up instead of having to click through so it's functional for us. Additionally, we've had issues with a CSR who's voice isn't recognized and the fix was "tell her to do things differently" even though she follows the script like the rest of the team. The refusal to find fault in the system was less than impressive. It's also hard to adjust calls that have been recorded incorrectly. Currently, I have to contact a member of the support staff and hope/wait for them to address it. Not great when the bonuses are dependant on the numbers and numbers change daily.

We are saving deals with Deal Saver and we are connecting with more prospects with text.

The text platform is excellent. We use the texting platform daily.

Self provisioning of phone numbers would be a positive.

My overall experience is a positive one. When adding users I had a challenging time getting it done. Too many hoops to jump through unfortunately.

Ease of use is important to me. This product is easy to learn and use daily. The ability to hear calls is extremely useful and I can usually find calls I'm looking for quickly.

There is nowhere that I know of in this platform for "review" of calls. A place where I can put notes that other department heads and the ownership can read. This is where this tool is a valuable asset but falls short of being able to be utilized as a training resource. I use it mainly for record keeping. I review calls and act of calls that need immediate attention. But because its just me doing this, I don't have enough time to take action on more of the calls. So a notes feature would help immensely. If one exist please let me know and I would be happy to use it. Thank you.

The level of support is excellent, I'm able to put in a request and get an answer immediately. The requests are followed through with detail and I will receive ticket updates as needed.

Sometimes I feel as though there is lack of transparency for what numbers are associated with which call tracking numbers on dealers sites.

Overall experience has been very good. The Dashboard value is exceptional, particularly if you want to measure and understand how your team is doing at individual and organizational levels.

Suite provides real-time access to our call campaign status, rates calls and provides automated reports. Dashboard gives us performance metrics on our entire team for inbound call handling and call conversion to appointment rates.

Occasionally have had report related issues.

It's pretty good, but could be better.

Listening to calls, knowing how team is converting

The software is not user friendly at all. Additionally, those that listen to calls make mistakes on scoring quite often

The report features, hands down. Information is everything, and it's important to know where and how your marketing dollars are being spent. CallSource helped with call tracking and even monitoring our customer service. The reports we export from CallSource were tailored to our needs.

Recording only stayed saved for a month.

I like that the whole product is very user friendly.

The recordings take a while to download/playback

It is easier to list problems - inaccurate reporting, slow speed

Provisioning and Reporting should not be separate logins

Happy with the information and training this provides me for my office staff.

This software is great for training purposes and tracking for marketing purposes. New dashboard is easy to navigate.

Dashboard wont let you print certain portions of data in a format that you can see all data. I end up doing a lot of snipping and pasting to word document. Old portal was easier for printing purposes

I use it primarily to monitor our incoming sales calls. The Dealsaver Alerts are great. They are a great resource to make sure that we don't miss an opportunity, but also a great training tool for the sales staff. The intergration with our CRM (eLeads) is great. have the call logs also give opportunity to measure direct sales results from incoming calls.

Ease of use and the intergration with our CRM

Reporting was a little hard to learn, but once I got it; became a piece of cake.

Overall, I believe that CallSource is definitely valuable to both my team and the company as a whole. The CallSource team has been professional and responsive with any concerns we have had.

I appreciate the focused training with my dispatch team that has resulted in increased conversion rates and revenue. I also appreciate the fact that missed opportunities are brought back to life with the Deal-Saver feature, though it does sometimes send over Deal-Savers that were nonconvertible for various reasons.

It seems that the value of the training diminishes over time, which makes sense as my staff improves. However, their improvement was not reflected in their scores, resulting in lower confidence in the product and somewhat demoralized staff that strove to put forth effort with no improvement reflecting in the reporting.

The data is recorded and easy to find, have used CallSource for a few years so when I had the opportunity to open a new branch, had to have it with me!

CallSource is easy to implement, use, and monitor. Great reporting. Outstanding customer service!

I cannot think of any dislike of CallSource.

Helps identify areas for training, customer support, and areas we can improve as far as missed calls.

Call Source has so many option to help improve productivity, training, and customer service. Very impressed with the various ways I can improve our business.

To many options to use--only have tried the ones I know!!!

The layout is easy to navigate and user friendly.

They don't listen to every call and the AI software isn't always reliable.

Our business likes the ease of use and hands off need to operate the tracking systems. Being able to easily migrate numbers into different marketing areas on the fly allows us to quickly analyze areas of need.

reporting backend can be a little finicky at times.

Overall number provisioning, call tracking and scoring is good. Data integration into our systems is good.

Website interface is pretty weak and cumbersome to use. Very difficult to run reports out of the system. It run really slow.

We have been using Call Source for years and are very happy with the product. It has helped us track our marketing more than we ever were able to and see what our return on investment is for each campaign. Our marketing budget has gone down while our call volume has gone up. It has also really helped us be able to get better pricing as we can show exactly how many calls we are getting for each campaign.

Reporting is sometimes hard to follow, wish it were a bit more streamlined.

It's an excellent resource and tool.

How it identifies the calls and assigns them accordingly, with times as well missed calls dates and times.

Nothing it's overall information providing process has been very useful..

it's a great tool

It helps me train and correct issues in my department

would like more calls to use for training

Good experience over all, always have an account rep to contact, always receive answers to any support requests

It does what we require, is easily accessible as a web app

Nothing that I don't like about most software as in never enough time to admin it thoroughly, other users never as educated or experienced as could be.