Call Center Studio Reviews & Product Details

I have been affiliated with the call center industry for a long time. I have used various CS support portals overtime and in my understanding the best systems are which gives the leaders, managers the ample visibility on their day to day operations, having vibrant demographics on supervisory portals to keep the interest going. easy accessibility to pin point key indicators / factors to make quick and long lasting improvements. I have found these factors on CCS and it has improved controls on teams. Review collected by and hosted on G2.com.

Having answered the last question, this is important that i should share that what should CCS have from my perspective and understanding of these systems. The chat platform is a bit restrictive in terns of the freedom that should be there to best facilitate the customers, for instance (and it is truly an important one) - the capability to allow any CS chat staff to pick any chat from the queue (along with usual FIFO method) of chat assignment, why ? because in our aviation industry there can be times where we need to answer to some queries more critically then others, depending upon their nature and financial implication from customer's standpoint, it is important to mention here that airline industry operations are excessively detailed and time consuming that that of banking or logistics industry, hence our average chat response time expanding to 15 minutes, this situation make it more desirable to have chat selection scenario. this feature should be enabled by CCS team for more convenience for teams like ours .

Search criteria on Chats should be more accessible, an example would be incapability to search a chat having order ID, (only caller ID allow the chat search) which is kind of a restriction on a platform of CCS caliber. Review collected by and hosted on G2.com.

What I like best about Call Center Studio is its cloud-based flexibility, easy-to-use interface, and powerful features like real-time monitoring, detailed reporting, and seamless integrations. It helps improve agent performance, simplifies management, and provides a reliable, scalable contact center experience. Review collected by and hosted on G2.com.

There is nothing as specific which i could considered as draw back of using this product.

However, just want to mention that being the loyal client, i still waiting for the positive feedback for backup solution in pakistan for infra :) Review collected by and hosted on G2.com.

I like that Call Center Studio is easy to use and brings calls and messages into one platform. The system centralizes all calls and messages, reducing missed interactions and improving tracking. I appreciate the real-time monitoring, call recordings, and reports, which make it easier to manage the team. It has become an essential tool in our daily operations, helping us stay organized, responsive, and productive. Also, switching to Call Center Studio has been beneficial as it serves as a more useful omnichannel compared to using WhatsApp and Facebook platforms separately. The initial setup was incredibly easy. Review collected by and hosted on G2.com.

If the reporting could be better than the version we have and it could be downloaded as an excel instead of CVS it will be easier and more helpful. We want to have a basic tracking number, a place for search by phone number or customer name. And download the file as an excel with all the chat and tracking details. Review collected by and hosted on G2.com.

I use Call Center Studio as the main platform to manage call operations for our Nigeria and Turkey teams. I appreciate how it integrates our telecom operator's call center numbers with our agents, allowing for more efficient call routing and agent distribution. I like the ease of use and the strong support team. It's valuable for managing multiple teams, and I can manage both the Turkey and Nigeria teams from a single panel. The initial setup was easy, with a well-structured onboarding process, and the support team was always available throughout the setup. Review collected by and hosted on G2.com.

The dashboard and reporting features could definitely be improved, especially in terms of flexibility and detail. Review collected by and hosted on G2.com.

It’s a cloud-based system that can be accessed from any device using only a web browser. Review collected by and hosted on G2.com.

Internet connectivity needs to be stable, which can be a challenge in countries like Pakistan. Review collected by and hosted on G2.com.

I appreciate Call Center Studio for its omni-channel capabilities, which integrate voice, text, email, and social media into a single platform. I enjoy the robo calls feature that automates our outbound calls without relying on human agents, which enhances efficiency. The predictive dialer is also a standout feature as it saves agents time by engaging them only when a customer picks up the call. Review collected by and hosted on G2.com.

We face significant issues when we integrate our inhouse CRM with their solution using APIs. The behavior is not consistent, and at times root cause analysis is not that concrete. Review collected by and hosted on G2.com.

Their support team is always available and responds quickly, which makes me feel confident and supported whenever I need help, the solution interface is very friendly and easy to use Review collected by and hosted on G2.com.

Nothing significant to be mentioned, as I have said, they have a wonderful team and special thanks to Mine for her continues and endless support Review collected by and hosted on G2.com.

CCS system built is strong and there are no down times Review collected by and hosted on G2.com.

Cant think of any. CCS team is professional Review collected by and hosted on G2.com.

The product does everything that they said, easy to use and manage and support teams are responsive Review collected by and hosted on G2.com.

No complaints thus far from using the platform and the changes and additions we have asked for Review collected by and hosted on G2.com.

Price, support, new interface, API, possibility of many settings Review collected by and hosted on G2.com.

MFA is not possible to enable one by one person.

There is only possibility to allow MFA for all at once. Review collected by and hosted on G2.com.