Overall this is a great product and they are headed in the right direction. They still need to improve reporting and language support but they do a great job and making sure when they do release new products and features they do the right way.

The speech analytics and capturing moments is truly game-changing. It's incredibly easy to set up and start using. The speech analytics is very accurate. If you use it correctly, this will pay for its self easily. Now that they have QM to grade agent calls it's even better. There reporting and analysis around call grading is also great for a newly released feature.

Reporting leaves a lot to be desired. There are really only single value charts and they don't display any comparisons. This makes it difficult to see trends with your calls. They also only support English and Spanish at this time.

Overall it is user-friendly, and integrates seamlessly.

I like how automated it is. I will score my calls with pre-defined moments and attributes I am looking for.

It is more pricey than other tools, and support is sometimes lacking.

Im not fond of it but i feel with improvements on the main issues listed above it can be useful.

I like that its easy to find a call in it and provide coaching to an agent. I like that there are different ways to search for information within the application and also how its easy to follow along with the audio recording in the same application versus having to pull it from elsewhere.

I dont like that the speech portion doesnt match the audio being said at all. I feel this needs to be improved as well as the moments terminology, i wish it was more user friendly and easier to understand on how it applies to a call.