Call Recording Software

There will be a learning curve since communication intelligence is quite unlike conventional sales analytics.

The team must be educated on how to correctly analyze the signals while not considering the findings as final conclusions.

Moreover, I would like to have some automated prioritization and workflow automation features for large sales companies. In case there are many communications available, the management must find a quick way to understand what should be done immediately. Review collected by and hosted on G2.com.

Substrata brings another dimension of intelligence into our revenue organization’s sales communications.

Our sales team can leverage Q for email to enhance their written communications. Managers can leverage Signals and communication insights for their deal reviews and coaching sessions. The leadership team can leverage Performance & Team Q for gaining insights into overall communications and performance trends. Account teams can leverage their relationship and engagement insights to uncover potential problems.

The most significant advantage is that we can no longer measure the performance of our sales team based solely on their CRM activities, pipeline progression, and revenue generated.

We have another dimension of intelligence regarding how people communicate, build relationships, engage with each other, and how these factors influence sales.

Recommendation: I highly recommend Substrata for B2B sales teams and especially enterprise sales teams, revenue teams, and businesses that have a more complex relationship with their customers. If your sales team requires more intelligence around sales communication, sentiment, engagement, authority, relationships, and performance of their team members, then you should consider Substrata. Review collected by and hosted on G2.com.

AI Theme Spotter is really powerful, but there’s some nuance to using it and the credits are limited. Because of that, we’ve kept access fairly locked down so people don’t burn through credits too quickly. It would be great if broader, self-service usage were easier, while still giving admins strong guardrails and controls around credit consumption. I’m also glad there’s now an MCP integration, since I didn’t love having to rely on Gong’s internal AI tool—I much prefer the Claude MCP. Review collected by and hosted on G2.com.

Gong is helping us shift from a primarily product-led motion to a more intentional sales and outbound motion. It gives our leaders clear visibility into what’s actually happening on calls, so they can coach foundational sales skills and spot behaviors that can improve overall performance. We also use it to investigate themes across customer conversations, instead of relying on anecdotes. Review collected by and hosted on G2.com.

When there is an outage or delay, it can disrupt our reps workflow since they spend so much of their day on the phone. When issues come up, we’ve received rapid support from the team, which we really appreciate. Review collected by and hosted on G2.com.

The Nooks team has always been helpful and open to listening to our feedback. They have been very responsive in adding capabilities, features, and filters our team has requested. Review collected by and hosted on G2.com.

It doesn’t work when the internet isn’t available, and this Workspace doesn’t have offline applications like Microsoft does. That’s one thing I don’t like. Also, if Gemini chat is free, then I don’t understand why Google doesn’t include Gemini in Workspace for all users. I don’t like that either. Review collected by and hosted on G2.com.

Google Workspace helps solve common issues such as scattered communication, inefficient collaboration, and poor file management by bringing tools like Gmail, Google Docs, and Google Drive together in one platform. It lets multiple users work on the same document in real time, which reduces version confusion and saves time. Because files are stored in the cloud, users can access, share, and manage them easily from anywhere. With integrated communication tools built in, there’s less need to switch between apps, which helps keep work moving smoothly and improves overall workflow. Review collected by and hosted on G2.com.

I think the AI transcription of meetings could be improved. It still makes a lot of errors, especially with multiple people on a call or when someone has a language difference or an accent, and it can take incorrect notes. I’d like better proofreading before the transcript is uploaded, so it can catch words that clearly don’t make sense, and better training for different dialects and accents. Review collected by and hosted on G2.com.

I can attend meetings remotely even though most of my work has to be in person, so I can still participate in meetings that are part of my professional and career development. Review collected by and hosted on G2.com.

My main dislike is that Teams can feel heavy and slow, especially at startup and with many chats open. Notifications also get overwhelming, and finding older messages or files through search is not always reliable. The many settings and overlapping channels, chats, and apps can also be confusing for new users. Review collected by and hosted on G2.com.

Teams solves the problem of scattered communication. Instead of juggling email, separate chat tools, and video platforms, my team has one place for messages, meetings, and shared files. This reduces back-and-forth emails, speeds up decisions, and makes it easier to collaborate with colleagues working remotely or on different schedules. Review collected by and hosted on G2.com.

Overall, I'm very happy with Fathom. If I had to point out areas for improvement, I'd say the AI summaries could sometimes offer more flexibility in customization, especially when it comes to adapting the structure and level of detail to different types of meetings. I'd also love to see even more advanced integrations with CRM and project management tools, making it easier to turn meeting insights into concrete actions.

That said, these are more opportunities for improvement than actual dislikes. The overall experience is excellent. Review collected by and hosted on G2.com.

Fathom solves one of the biggest challenges in my daily work: keeping track of multiple meetings, conversations, decisions and follow-up actions without losing focus on the discussion itself.

As someone managing strategic partnerships across different markets and working with multiple internal and external stakeholders, I attend a large number of meetings every week. Fathom automatically records, transcribes and summarizes these conversations, making it much easier to capture key information, revisit important discussions and ensure nothing falls through the cracks.

It saves me significant time on note-taking and meeting follow-ups, improves communication and alignment across teams, and helps me stay organized and focused on building relationships and driving business forward. Review collected by and hosted on G2.com.

I’d still like to see more advanced reporting and analytics available directly within the platform. Having more flexibility to build custom dashboards, visualize trends, and drill down into QA data without having to export it and work on it separately would make the reporting experience much stronger. Review collected by and hosted on G2.com.

It helps us in reviewing random Intercom conversations and Freshdesk tickets. We generate a weekly report using the scorecard to improve the overall quality of the Support we offer. Review collected by and hosted on G2.com.

The only thing I am not too fond of is we integrate with Jobber. Every single phone call is now a request. I wish there was a way to make the text messages port over to Jobber, but it’s really not that big of a deal. Review collected by and hosted on G2.com.

Quo is helping solve the disaster our previous phone system was. It is so easy to transfer calls to other members of the company or to turn the call into a task. People are actually getting their messages and able to respond to customers in a timely fashion. Review collected by and hosted on G2.com.

While our overall experience with Orum has been positive, there are a few areas where I'd like to see more flexibility.

One of the biggest is voicemail customization. Having the ability to easily select different prerecorded voicemail messages during power dialing, particularly when reaching out to English- and Spanish-speaking prospects, would be a significant improvement.

We also noticed some limitations with individual list views and customization, especially with HubSpot being integrated into the system, which could make managing assigned prospects and campaigns more challenging for larger teams.

None of these were dealbreakers for us, but they're areas where I believe additional flexibility would make an already capable platform even better. Review collected by and hosted on G2.com.

One of our biggest challenges has been the ability to distinguish between call activity and actual productivity. Our previous dialer provided basic metrics, but lacked the depth of reporting necessary to fully understand campaign effectiveness, identify coaching opportunities, and make informed operational decisions.

Orum addresses several of these challenges by combining more efficient outbound dialing with comprehensive analytics and AI-driven coaching tools. Instead of relying primarily on call volume, we can examine conversation outcomes, recurring objections, connection trends, and individual performance to better understand what's actually working.

Another significant benefit is the reduction of repetitive administrative tasks. Automated call summaries, CRM integration, and centralized reporting allow our marketers to spend less time on documentation and more time engaging with prospects. From a management perspective, this also creates opportunities to streamline quality assurance, identify training needs, and provide more targeted coaching. Review collected by and hosted on G2.com.

My biggest frustration is the long wait time when calling customer support. It can take a very long time just to get connected to the right person or department, which is especially frustrating when I need help with an issue. If response times were improved and it were easier to reach the appropriate support team, the overall experience would be much better. Review collected by and hosted on G2.com.

Nextiva helps bring business communications together in one place. Its calling features, automated call handling, and AI tools make it easier to manage day-to-day communications while supporting a more organized workflow. Overall, it’s a useful platform with practical features that can help businesses communicate more efficiently and keep everything more streamlined. Review collected by and hosted on G2.com.

An advocate can provide accurate information and follow procedures correctly but still receive a lower survey score because of factors outside their control, such as benefit limitations or claim outcomes. Review collected by and hosted on G2.com.

A major goal is improving whether the customer's issue is resolved during the interaction. Internally, SQM recognition programs are tied to "world class calls," where the customer's issue is resolved and the customer reports being very satisfied. Review collected by and hosted on G2.com.

There are only a few minor limitations, such as occasional call quality issues depending on the internet connection and some features taking a little time to get familiar with. Overall, these are manageable and do not significantly affect the experience. Review collected by and hosted on G2.com.

CloudTalk helps solve the challenge of managing customer calls efficiently in one place. It makes it easier to handle a high volume of calls, keep track of customer interactions, improve team productivity, and maintain better communication. This saves time and helps provide a more consistent and professional customer experience. Review collected by and hosted on G2.com.

Only when the numbers are sent to spam and, because of this, they no longer respond. Review collected by and hosted on G2.com.

It helps me a lot to maintain contact with my prospects. The interface is user-friendly and allows me to navigate the system without getting lost. The AI also helps me a lot to summarize calls, so I don't have to read everything from start to finish. Additionally, it helps me not to forget things: since it records my calls, I can listen to them again and review exactly what I said, word for word. Review collected by and hosted on G2.com.

What I like least about SuccessKPI is that some features are not very intuitive for new users, which requires an adaptation period. At times, navigation and the way to locate information could be simpler and more direct, which would facilitate daily use. Additionally, I feel that some reports and filters could be more flexible, better meeting more specific needs. Nevertheless, I consider the tool useful for both tracking indicators and performance management. Review collected by and hosted on G2.com.

SuccessKPI has helped me deal with challenges related to performance tracking, information consolidation, and result analysis. With the platform, I can visualize indicators more quickly and organized, which facilitates the identification of trends and improvement opportunities. This brings more agility to decision-making, increases efficiency in daily activities, and contributes to better results, both for the team and the operation. Review collected by and hosted on G2.com.

At times, Webex Suite feels a little complicated to navigate, especially when switching between meetings, messaging, and other collaboration tools. Occasional connectivity issues can also interrupt important editorial discussions. I would like to see a simpler interface, smoother performance, and more seamless integration with commonly used editing and productivity tools. Also, a feature to keep it online for a few minutes of wifi outage would be a gold feature. Review collected by and hosted on G2.com.

Webex Suite helps me overcome communication and coordination challenges by making it easy to conduct virtual editorial meetings, discuss story ideas, and collaborate with colleagues remotely. Its screen-sharing, meeting recording, and messaging features save time and keep everyone aligned. This allows me to focus more on editorial planning, content quality, and timely delivery of assignments. A must-have tool for the industry. Review collected by and hosted on G2.com.

Provisioning was fairly challenging at first. Setting up multilevel auto attendants and delegating calls meant navigating several layers of administrative submenus, and there wasn’t much training available to guide the process. The automatic AI transcription feature also sometimes misidentifies regional accents and industry jargon, so I still need to manually verify the text before it can be used in official client documents. Finally, the tier-based pricing can feel expensive, especially when you’re quickly adding user licenses for a growing number of team members. Review collected by and hosted on G2.com.

Before implementing this system, our biggest challenge was fragmented communication. That led to delays from missed client calls, chat records being siloed, and the need to log calls manually. After rolling out RingEX, we gained unified visibility into team availability and real-time response times. The call routing and AI call summaries run quietly in the background, helping prioritize important messages and filter out spam calls so staff can act on what matters right away. By eliminating manual call logging, our frontline team saves roughly three to four hours each week. Although we ran into some SIP integration issues during the first month and needed help from tier-two customer support, the overall reliability and improved workflow connectivity have delivered clear benefits that make the investment worthwhile. Review collected by and hosted on G2.com.

At times, I’ve run into crashes or generally buggy days, but that’s honestly to be expected when you’re working with any recording platform. Review collected by and hosted on G2.com.

Over the years, they’ve evolved in a way that now covers almost all of my podcasting needs. I can do pretty much everything from one platform, and I really love that. Review collected by and hosted on G2.com.

One thing I’ve found frustrating at times is that setting up more advanced workflows and AI agents can take longer than expected. Since every business has its own requirements, getting the automation to handle real-world conversations properly often involves a fair amount of testing and fine-tuning. I’d love for the setup process to be more intuitive, so businesses can get up and running faster without needing so much hands-on configuration. Review collected by and hosted on G2.com.

One of the biggest challenges we faced was keeping track of customer conversations and making sure inquiries didn’t slip through the cracks when things got busy. SalesCaptain has helped us bring our calls, messages, and follow-ups into one place, which makes it much easier to stay on top of everything. The ability to automate routine interactions has been especially useful because it saves time without needing someone on the team to manage every conversation manually. Overall, it’s made our day-to-day communication more organized and has helped us handle customer inquiries more consistently. Review collected by and hosted on G2.com.

Transcription accuracy still struggles when dealing with heavy regional accents, noisy background environments, or domain-specific technical jargon. Because downstream automated scoring depends heavily on the transcript, noisy audio can occasionally trigger false positives in QA scorecards. Additionally, initial rubric calibration and moment configuration take substantial upfront engineering and operations time to tune properly. Review collected by and hosted on G2.com.

It eliminates the blind spots of traditional 1–2% manual QA sampling and standardizes how we evaluate support and operations calls. We can immediately pinpoint compliance gaps, recurring customer friction points, and agent coaching opportunities without adding QA headcount, while automated PII/PCI redaction keeps our call logs compliant. Review collected by and hosted on G2.com.