Review Time
I used Call Tools as a dialer for about a month.
When I signed up, I chose it because I was under the impression it was a reliable 10-line dialer. That was the main reason I picked it over other platforms that only offer three lines.
After getting into the system and going through their training, I learned that they actually recommend not using more than four lines. I also saw other reviewers saying the same thing. If I had known that upfront, I would have chosen a different, more user-friendly platform with fewer lines.
Before signing up, I made it clear that I only wanted to try the platform for one month. They told me they had a 30-day cancellation policy. I notified them before my renewal, and I was still charged.
The training session was also disappointing. It’s basically someone playing a pre-recorded video. If you think scheduling a live training session matters, it doesn’t. You could just watch the video yourself and get the same experience.
Based on my experience, I would recommend looking at other platforms before committing.
I used Call Tools as a dialer for about a month.When I signed up, I chose it because I was under the impression it was a reliable 10-line dialer. That was the main reason I picked it over other platforms that only offer three lines.After getting into the system and going through their training, I learned that they actually recommend not using more than four lines. I also saw other reviewers saying the same thing. If I had known that upfront, I would have chosen a different, more user-friendly platform with fewer lines.Before signing up, I made it clear that I only wanted to try the platform for one month. They told me they had a 30-day cancellation policy. I notified them before my renewal, and I was still charged.The training session was also disappointing. It’s basically someone playing a pre-recorded video. If you think scheduling a live training session matters, it doesn’t. You could just watch the video yourself and get the same experience.Based on my experience, I would recommend looking at other platforms before committing.
UPDATE: After the review, I got connected with a solid guy who actually knows how to use the software vs just what the docs say. They dialed me in and are working to help me perfect the system.Honestly, this software feels dated. If you’re a high-volume call center doing one specific task and don't need anything unique, it might work for you. But if you’re a small business with fewer than 10 active agents, I’d look elsewhere. They aren't actively improving the platform, and they don't seem to listen to feature requests.A major recent issue is that reps cannot be in two campaigns at once. Our use case requires the ability to hit "hot leads" immediately when they come in, while keeping reps busy on outbound dials during the downtime. This might not be a dealbreaker if you have thousands of leads flowing in every day, but for a small business with 20–30 leads a day, we need our reps to be active in two campaigns simultaneously to stay productive. To hit leads fast, we need to be dialing leads when they come, not having reps switch back and forth between campaigns like Calltools suggested.We also ran into a bug where call dispositions intended to be campaign-specific simply wouldn't show up. We were forced to use account-wide dispositions as a workaround. It took the team three months just to fix that one bug.Overall, just not my favorite. Probably won't be renewing after my one-year contract is up.
Was very surprised by how comprehensive CallTools is compared to more expensive solutions. It even includes features that ALL dialers should have but almost none have. Staff, account manager, and support staff has been amazing. Ask for Will, he'll take care of you!
I had a technical issue with my Call Tools setup, and Airam Gablinez went way above and beyond to help me get it resolved. He spent real time walking me through every possible setting, ran live tests with me, and didn’t stop until the problem was fixed. He was patient, professional, and genuinely cared about making sure everything worked.
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Outsell your competition and amplify your prospect and customer experience with the fully-fledged contact center solution from CallTools.com. Unite your inbound and outbound agents on a single powerhouse platform. Keep in touch with prospects and customers through calls, email, and SMS messaging, directly from the system. Monitor agents, provide training, and track results in real time. Integrations with CRM and other third-party softwares simplify your daily processes. Domestic, in-house customer support makes onboarding and operation seamless and simple. Find out how CallTools.com can upgrade your contact center experience.See more
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