AvidTrak vs 800response: Which is a better fit?

Jon L.: My name's Jon, I'm an IT manager. I would give 800response four out of five stars, and for more reviews like this, click the link below. Prior to using 800response, we really had no way of recording our phone calls and then going back and listening and monitoring how our customer service agents were performing, and using that to get really good data from our reporting tools and everything. And now, once we started using 800response, now we can go in, and we've actually solved that problem and can actually have tangible data on how our customer service agents are performing as they interact with our customers, the ability to go back and listen to what they're saying. We chose 800response just because of the level of detail that we get using their platform, because not only does it record calls, because we could've gone anywhere to just get a recording platform, but it also provides us with data on who our agents are actually talking to. It provides us with a lot of metrics using their own proprietary system around the actual customer, that we know a lot about them before we even actually speak with them, just based on demographic data associated with their phone number. 800response has a dedicated team that really helped us to integrate and onboard through a series of video calls with their staff. They were very, very helpful, super responsive whenever we had questions. It did require a little bit of set up on the back end because we had to sort of link in with our existing phone numbers and assign them to different people to be able to listen at various access levels and things like that. But as long as we were good with what we were submitting them, they were very, very quick to turn that around and make that work for us. So it was a very easy overall onboarding process. My recommendation to anybody who is getting into 800response is pretty simple. Take your time. Take your time with it. This is a very robust platform, there's so many things that you can get into, but take your time with it. Learn the system, learn about all the intricate data that you can get from it. You could even customize reports that come out of it, but you don't want to dive in head-first and think you're just going to do all that on day one. So take your time with it, learn the platform, and it'll work out well for you.