CallShaper

Call center software for managing inbound and outbound calls

About CallShaper

CallShaper is a call center software designed to help businesses monitor inbound and outbound calls, track the performance of agents, and manage leads, telemarketing, and sales processes. The drag-and-drop interactive voice response (IVR) editor allows managers to transfer calls to third-party stakeholders and other recipients based on agents' availability, time, or type.

CallShaper lets call centers analyze databases to determine landline or wireless leads, Do Not Call list numbers, and call abandonment rates whilst maintaining compliance with Telephone Consumer Protection Act (TCPA) regulations. Supervisors can import leads by uploading files in bulk and agents can utilize call scripts to communicate and resolve client queries. Using predictive and preview dialers, marketing agents can automate call handling processes and review lead information before client interactions.

CallShaper offers APIs, which allow businesses to integrate the software with several third-party customer relationship management (CRM) systems. Administrators can also utilize the dashboard and analytical reports to gain visibility into the performance marketing campaigns, agents, advertisements, and sales.

Key benefits of CallShaper

-COMPLIANCE- Stay compliant with Federal and State regulations easily.
-NO IT SUPPORT NEEDED—You don’t need a programmer to set up and manage a campaign for you.
-EFFICIENCY & PERFORMANCE—We can beat any other dialer out there on these two things.
-Predictive, preview and manual dialing options
-Dynamic scripting with complex branching available
-Data capture and data validation can be built in
-Compliance requirements like abandonment, calling hours, caller ID, all built in
-Quality recordings, scorecards and reporting included
-Lead management and media tracking by source available in an easy to analyze format
-Export files with custom values and field names can be easily set up

Devices

Business size

S M L

Images

CallShaper activities
CallShaper campaigns
CallShaper IVR editor
View 4 more
CallShaper video
CallShaper screenshot: CallShaper activities CallShaper screenshot: CallShaper campaigns CallShaper screenshot: CallShaper IVR editor

Features

Total features of CallShaper: 68

  • API
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Answering Machine Detection
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Campaign Specific Caller ID
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Contact Management
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • FCC Compliance
  • FTC Compliance
  • IVR / Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Knowledge Base Management
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • List Management
  • Local Caller ID
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Center
  • Performance Metrics
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progress Reports
  • Progress Tracking
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Monitoring
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Reports
  • Status Tracking
  • Summary Reports
  • Third Party Integrations
  • Workflow Management
  • Workforce Management

Alternatives

MaxContact

4,7
#1 Alternative to CallShaper
MaxContact is a leading cloud-based contact centre solution provider, best for 10 - 1000 users plus. With unrivalled...

Five9

4,2
#2 Alternative to CallShaper
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution...

VICIdial

4,7
#3 Alternative to CallShaper
VICIdial is an open source call center solution with outbound predictive dialing and features for handling inbound or...

ChaseData CCaaS

4,8
#4 Alternative to CallShaper
ChaseData offers a cloud-based call center solution with both inbound and outbound calling facility and an interactive...

Reviews

Overall rating

4,9 /5
(15)
Value for Money
4,9/5
Features
4,7/5
Ease of Use
4,9/5
Customer Support
5/5

Already have CallShaper?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 15
Jason B.
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Easy to use

Reviewed on 2018/03/19

This program does what it is supposed to. If you need help their customer service team is awesome.

This program does what it is supposed to. If you need help their customer service team is awesome.

Pros

Very easy to setup and use. We used this product for a whole sale jewelry store and killed it. Loved the ease of use.

Kamille A.
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Feature Packed Yet Simple To Use !

Reviewed on 2017/02/02

I use CallShaper every day to manage my agents, which are all in different locations (Home Based)....

I use CallShaper every day to manage my agents, which are all in different locations (Home Based). It is so great to be able to monitor and whisper to my agents when helping the newer ones, even barging in to take over a call when they are struggling. I love the built in Scorecards so the agents can always see their quality scores. I can even run reporting on the Scorecards as well as any other KPI's that are important to the client which is a simple and non-cumbersome set-up. Support is fantastic and the built in Compliance features mean I do not have to worry about State holidays, Cell Phones or Abandon rates. What is really outstanding is the Scripting. It isn't HTML or other programming language. It is as simple as MS Word with rebuttal features. When I make changes, the agents see it on the next call. No need to have everyone log out and back in to see changes! The call quality is outstanding and there is no detectable time between the customer answering and the connection to an agent, so hang-ups are rare. Thanks CallShaper for making a product anyone can use!

Pros

Ease of use. Built in QA System. Top 10 Agent ranking for competition. Scripting tools. Real-time reporting. Recordings are kept for 5 years. Support is fantastic!

Cons

None that I can think of.

Response from CallShaper

Thank you Kamille for the kind words and praise. We are pleased you are making good use of the features that are standard in CallShaper's platform and are not add-ons where others may offer as a separate line item. Again, we appreciate the feedback as we always listen to the needs of our customers and continue to add abilities and features, operators would like to see.

Shoaib A.
Overall rating
  • Industry: Computer & Network Security
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Feedback About Call Shaper Services

Reviewed on 2017/01/19

So far. So good. The Customer Support is very impressive and very satisfying in particular....

So far. So good. The Customer Support is very impressive and very satisfying in particular. Functionality is quite user Friendly.

Recommended...

Pros

User Friendly and excellent Customer Support.

Cons

Dial Level options are limited...

Response from CallShaper

At CallShaper our top objectives are to provide superior support and maintain a user-friendly interface. We are pleased CallShaper is meeting and exceeding those expectations!

Our predictive dialer algorithm is designed to do what it takes to keep your agents busy while still adhering to all applicable regulations. With CallShaper you are not limited to a tiny 4:1 dialing ratio, nor will you need to babysit the dialer. Our platform constantly watches changes happening to your campaign and reacts accordingly, enabling management to focus on the quality and production of their agents without the distraction of possible variables needing IT intervention.

We are constantly improving the system based on feedback from our customers. We encourage you, as well as all our customers, to continue providing feedback so we can make improvements to a system that keeps setting itself apart from the competition.

Stanley B.
Overall rating
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent Customer Support, so easy to use with Great Features & Functionality

Reviewed on 2016/12/08

* Customer support is very friendly, willing to help and know what they are doing. They helped me...

* Customer support is very friendly, willing to help and know what they are doing. They helped me identify my issue and came up with a solution in a timely manner the few times I had to reach out to them. Which is excellent since time is literally Money.
* This software is so easy to use. I had both my Supervisor and QA in training using the software within their first few days in their new position. They were able to catch on quickly and even identify features I was not aware of. They both love this tool and rated it as 5 star I totally agreed with them.
* The Features & Functionality are awesome, it's like these guys know what clients are looking for and what contact centers need. My team and I were discussing some features we needed in a software like this one and as we went along using it we needed additional features based on the client reports and some of the features were there without us knowing (customer support took care of that and helped us out) but the other features we were able to get added so the reporting was exactly what the client wanted and we added some extra info in the report label we knew the client would have loved. My client was happy, therefore I was happy :-).
* With the piece of mind this tool gives to you, how it helps me impress my clients, allow both my agents and staff effectively and efficiently manage and help increasing profit, this software easily pays for itself based on the clients I worked with.
* Fantastic software!

Pros

- Easy to use.
- Has the features that matter most to me and my client.
- Great tool and is still improving.

Cons

- Price Per user is very High, which makes is harder for a start-up BPO/Center to use the tool.
- No Free trial (A free trial would allow one to see the awesomeness of the tool and don't want any other)

Response from CallShaper

Thank you for the review Stanley. When you state " it's like these guys know what clients are looking for and what contact centers need " That is because there were people from the Operations departments involved in it's creation. Much input was gathered and received on what the centers need and what clients look for. I think that is what sets us apart. Any function of the system can be handled by the Operations team and no need for IT or Support intervention, even with scripting or loading leads!

Nick L.
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Happy CallShaper Customer

Reviewed on 2020/07/09

I manage a small size customer service team of about 10 people, who use CallShaper. The scripting,...

I manage a small size customer service team of about 10 people, who use CallShaper. The scripting, IVR, and webhook features are all very robust and I have been completely satisfied. The reporting is great for recurring exports. You are able to fully customize exports with all existing data fields, plus custom data fields that you can add. The only improvement I would like to see is the ability to customize "ad-hoc" reports. If you have not set up a recurring export, you cannot quickly grab a customized report for already existing calls, you are limited to some pre-set reports. Their customer service is fast to respond and have never failed to help fix an issue including even working on software updates. I highly recommend.

Pros

Scripting, IVR, webhooks, exports, customer support

Cons

I cannot run a report that includes custom data fields for past calls that were not part of a recurring export. I would also like to be able to set whatever time frame I want for reports, often times it is capped at one month

Response from CallShaper

Nicholas, Thank you for taking the time to review CallShaper! We really appreciate your business and your feedback! We also love to hear that our support team is continuing to provide you with 1st class support! We will be sure to look into creating more capabilities around ad-hoc reports, and appreciate you bringing this up! Thanks again Nick!

Showing 5 reviews of 15 Read all reviews

CallShaper FAQs

Below are some frequently asked questions for CallShaper.

CallShaper offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Not Available

Contact CallShaper directly for pricing information.

We do not have any information about CallShaper features

CallShaper has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

We do not have any information about what languages CallShaper supports

CallShaper supports the following devices:

CallShaper integrates with the following applications:

Zapier

CallShaper offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for CallShaper.