my company has just recently started using Five9. We moved away from pulling recordings and scoring them in an Excel spreadsheet, which has been an amazing jump in our productivity. So far, I seem to like it a lot. What systems are you using?

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My company is currently using the NICE CX one, we started using it to review calls at the beginning of April. So far it's not bad, it took time for me to adjust to using the forms within it. Prior we were using AWS to randomly listen to calls, but we had created an Access Database to document and record what was missed.

I know this is an old post, I just wanted to comment that we are still using verint despite it’s dated software abilities. I pitched the idea to change our software but the company decided to cheap out and use three different software to monitor, score, and track calls. Making productivity slower, even if it does save $100 a month at the very least. But we’re still paid half the salary that the average employee is paid in this position.

We use SKPI which often has bugs, etc. It has improved overtime somewhat but I still think there may be better software.

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