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.
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