# Loris Reviews **Vendor:** Loris **Category:** [Other Customer Service Software](https://www.g2.com/categories/other-customer-service) **Average Rating:** 4.8/5.0 **Total Reviews:** 11 ## About Loris Transform customer interactions into opportunities for insight, optimization & growth. Automate time-consuming customer service and conversation review processes without compromising accuracy, using deep customer experience domain expertise and a library of AI models trained on millions of real customer service conversations. - Customer Insights: Uncover why customers are frustrated, understand the needs hidden in every conversation, and create solutions to improve not only your customer experience, but also your company strategy. Instantly and all in one place. - Quality Assurance: Stop subjective assessment, listening to long call recordings, and juggling multiple systems. Create consistency at every part of your QA process, automating conversation scoring, streamlining agent coaching, and measuring performance trends at all levels of your organization. - Agent Co-Pilot: Guide agents in live customer conversations, using best practice workflows and real-time sentiment analysis to give the right answer, at the right time. Improve policy compliance, customer satisfaction, and agent ramp time with more predictable interactions, delivered by agents and powered by AI. ## Loris Reviews ### 1. Great Support & Customizable **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Loris?** We have received great implementation/on-going support from the Loris team. We have worked with Christina primarily and she is easily reachable and available for all kinds of requests. She has taken the time to do multiple walkthroughs and never makes you feel like you're a bother. She takes the time to understand the requirements and works to find the best solution possible and prioritize requirements as needed. **What do you dislike about Loris?** While the platform is customizable, it can be frustrating at times when having to wait for smaller requirements to go through. That being said, the team does keep you up to date with expected timelines and proper expectations. **What problems is Loris solving and how is that benefiting you?** Loris is currently helping support our QA process. It allows us to have our QAs complete their weekly audits and those audits be sent to our team leads and finally to our reps so they have visibility on how they are being assesed. The features within the platform help streamline and centralize the audits. It helps to have filters so that we can ensure only tickets with specific criteria are filtering in for audits. The system also has a dispute feature in the event the rep does not agree with how they were audited for a specific ticket. We are also using Loris to review all our email conversations. The platform provides us a sentiment delta to help us understand where conversations may start to go wrong so we can actively update responses to customers as needed if we find any common trends. The system also allows us to see which tags/types of conversations are generating the most volume within our team. The platform allows us to see how our team is trending overall and then break down into teams and then view specifics for a rep as well. We have not started using reporting within Loris as yet but we have sent reporting requirements and continue to work together with their team to get this pushed out. ### 2. Loris review **Rating:** 5.0/5.0 stars **Reviewed by:** Enis H. | Customer Ops, Head, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Loris?** n our business, we regularly deal with spikes in volume and we needed a way to handle that increase while also keeping our quality of service consistent. Loris helped us hit our goals by not only making agents faster, but also helping them communicate in a more empathetic way. The integration was super easy and the Loris Customer Experience team was very helpful during setup. **What do you dislike about Loris?** There isn't anything that we disliked about this software; it does its job well and hasn't faced any major bugs or issues until now. **What problems is Loris solving and how is that benefiting you?** Loris provides automated conversation guidance to our agents and allows our supervisors to have real-time insights into agents' performance. Team leads are using Loris to help with quality assurance by identifying coaching moments (both positive and negative) that they can focus on during 1-1 discussions. Loris is also helping us figure out the right amount to spend on appeasements, based on the customer’s scenario and sentiment ### 3. Collaborative solutions that work for fast paced, data driven companies! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2022 **What do you like best about Loris?** We were in the market to find a tool that would allow us to tag and categorize common cx trends happening within the contacts to our cx agents. Manually dispositioning contacts is no longer an efficient or effective method of gathering customer insights. Loris was able to offer a solution with intent tagging! Not only did they have this functionality out of the box, but were so receptive and open to finding solutions that would help us share insights not only within our cx space but also with our business functional partners to ensure they are seeing the impact that their initiatives have on our customers. **What do you dislike about Loris?** One downside that was discussed early on was the unique trends that our company faces that are not as easily identifiable via intent tagging as other online D2C retailers. The Loris Team has worked closely with us to find solutions to this by creating self-serve options for us that will allow us to decide and train their model on which experiences to look for and tag! **What problems is Loris solving and how is that benefiting you?** What are customers coming to our cx team about and what emotions are driving these connections? Might sound like a simple question, but getting qualitative and quantitive data across hundreds and thousands of contacts each month is no easy feat. ### 4. Engaging and full of insight! **Rating:** 5.0/5.0 stars **Reviewed by:** Ronny M. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2022 **What do you like best about Loris?** I love the easy access you get to the data on Insights, their is so much to explore and the visuals truly help in keeping it engaging, not only for the supervisors but for the agents! **What do you dislike about Loris?** I can't really think of anything I dislike. I wish I could to be able to provide some feedback! But truly love it! **What problems is Loris solving and how is that benefiting you?** It has helped us identify certain patterns of sentiment that a group of agents have! It allow us to swiftly look through conversations and identify areas of improvement and the with ease! ### 5. Awesome onboarding experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Tony L. | Communication/Care Content Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Loris?** The onboarding experience was by far the best in the industry. They provide all the support that you would need to have a successful launch with your agents and post-launch support to make sure that we are getting the most out of the tool. The Loris tool itself is amazing, and the reports/insights that it provides are something that we weren't getting in our current platform. Huge shout out to Christina and her team! **What do you dislike about Loris?** There was nothing to dislike about Loris. **What problems is Loris solving and how is that benefiting you?** Great help with our agent's efficiency when helping customers and lowering their AHT. ### 6. very helpful to see customer insights **Rating:** 4.5/5.0 stars **Reviewed by:** Alyssa G. | Advocacy and insights, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Loris?** Easy to use, and user friendly. Loris is a really great tool to see what your customers are saying **What do you dislike about Loris?** I'm new to using Loris, so I haven't run into any issues yet. **What problems is Loris solving and how is that benefiting you?** Loris is benefiting me by allowing me to see what customers are saying and search specific terms. ### 7. Strong partners & good tech for CX **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2022 **What do you like best about Loris?** The agent assist technology helps customer experience reps work more efficiently and maintain more consistent quality. The automated intent or category tagging takes that burden off the agent and contributes to our voice of the customer reporting and customer experience operational forecasting. The Loris team are great collaborative strategic partners as well. **What do you dislike about Loris?** It's not for every agent; you could expect some more tenured agents to find the technology disruptive to their workflow because they are more comfortable with their own tactics and macros. **What problems is Loris solving and how is that benefiting you?** Loris helps our team members connect with customers more efficiently and in line with our quality expectations. That helps reduce handle time and ensures a consistent experience. ### 8. Loris and the Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Loris?** Loris provides a high evel of support for support that is focused on delivering the best experience possible for customers. **What do you dislike about Loris?** I can't wait for the new features to roll out! Loris is evolving and taking into consideration the ever-changing landscape of the customer experience. I'm confident in the direction of this product. **What problems is Loris solving and how is that benefiting you?** It not only improves the relationship between company and customer but makes the lives of support professionals easier. ### 9. Great Tool That Supports CX Agents **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Loris?** Flexible and adaptable to what our business needs; the agent assistance tool neatly guides agents through our quality assurance guidelines **What do you dislike about Loris?** AI tool is still learning; agents at times feel the visible representation of customer sentiment is not always accurate **What problems is Loris solving and how is that benefiting you?** Working on making multi-chat management and response times easier for our CX team ### 10. The team and the start up process was fantastic. They made sure we were comfortable with the program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Loris?** The simplicity of it for our agents. Plus the checks and balances of adding new content. **What do you dislike about Loris?** Data is a great feature but will not replace your current BI tool set. **What problems is Loris solving and how is that benefiting you?** We had to many contributors to our canned responses. Now our agents pull from the same canned response making it one voice. ### 11. Great experience with Loris! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Loris?** Working hand-in-hand with the Loris team has been fantastic. When help is needed, they always provide quick turnaround assistance! The team is very generous and amazing. **What do you dislike about Loris?** Nothing to dislike from my experience. Everything has worked well. **What problems is Loris solving and how is that benefiting you?** They can guide our team of chat agents to detect the sentiment, which is essential to provide top-notch solutions. - [View Loris pricing details and edition comparison](https://www.g2.com/products/loris/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+07%3A43%3A24+-0500&secure%5Bsession_id%5D=d5914a75-3985-4c64-930f-ee9c44d39cf0&secure%5Btoken%5D=c79c65460d471cebcab07df9bdc27cd41926b55180f31ab2468aa1030ce7e1eb&format=llm_user) ## Loris Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement **Setup** - Integration - Maintenance - No-Code **Platform** - Health Score - Notifications **Generative AI** - AI Text Summarization **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Inbound Screen Pop - Persistent Data **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Support Automation** - Intelligent Routing - Transcripts **Data** - Security - Data Visualization **Predictions** - Service Quality Assurance - Analytics - Artificial Intelligence - Sentiment **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording **Feedback Sources** - Customer Service Channels **Analysis** - Automation - Named entity recognition - Keyphrase Extraction - Topic Analysis - Sentiment Analysis - Syntax/Part of Speech Parsing **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Customization** - Pre-Built Parameterization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Summarization ## Top Loris Alternatives - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - 4.8/5.0 (1,053 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,931 reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - 4.4/5.0 (3,995 reviews)