The software itself is very easy to use. It tracks where calls come from, the time in which they came, and helps you better understand customer needs. The filters you can use allow you to easily collect and interpret data, and then synthesize that data into useful information and action steps for other businesses. The quality of the recorded call is always incredibly crisp and clear, making it easy to understand the conversations you listen to.

CTM is easy to use and to train Supervisors and Agents navigate. Implementing / setting features is fairly straightforward. Good resources available when you need to update or change queues.

1. Their customer service and knowledge is TOP NOTCH. Everyone from leadership, and product experts, to their actual developers knows the product in and out and is always willing to hop on a call or share a personalized guide on how to achieve something if it hasn't been created yet via email. 2. Their features and capabilities. No one else in the market (we did A LOT of research and come from years of experience using other platforms) can do what they do. 3. Their vision. The team's industry expertise is reflected in the architecture (functionality/capability) and their road map is going to keep them as a leader for years to come I believe. 4. The pricing. It's fair and they don't penny pinch on things like tracking form fills for example.