Compare Shadow CMS vs. Shadow Tracker

CallTrackingMetrics is the only SaaS platform that uses call tracking and conversion intelligence to inform contact center automation--resulting in a more personalized customer experience. Find out which marketing campaigns are generating leads or conversions and use that data for automated call flows and to power your contact centre. Our phone, text, online, and live chat tools allow you to unify communications across your organization. CallTrackingMetrics is trusted by more than 100,000 users worldwide to manage communications for their sales, marketing, and service teams. Call tracking features include reliable dynamic numbers insertion (DNI), for session-level attribution, local and toll-free tracking numbers, and omnichannelattribution across calls, texts and form fills. Contact center features include a browser-based softphone and smart routing options.

Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations. Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention. Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount. QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations. API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.

Insightful is a Work Intelligence platform that helps organizations understand how work actually happens across people, processes, and AI, so they can improve performance, optimize workflows, and reduce operational waste. When work is spread across people, locations, and tools, small gaps add up fast. Time goes missing. Work slows down. Problems surface late. Insightful brings this together in one platform, built to help organizations optimize People, Process, and Technology through three core capabilities: 1. Workforce Analytics: Measure workforce productivity, utilization, and performance with real-time visibility into how work gets done. 2. Workflow Optimization: Identify bottlenecks, eliminate inefficiencies, and optimize workflows across teams and processes. 3. Work Intelligence: Measure AI adoption, usage, and business impact to maximize the ROI of your AI investments. With Insightful, you can: • Understand how work happens across teams, processes, and AI • Spot drops in utilization and output early • Track AI adoption, usage, and business impact • Arrange a custom layout with widgets to surface the KPIs and insights most relevant to your role • See where work slows, stalls, or creates rework across workflows • Compare performance across teams, roles, or locations • Use real activity data to review work and resolve disputes • Automate time tracking and reporting This is not just another monitoring tool. It’s a precision Work Intelligence for actionable bottom line impact. You get clear data you can use in weekly reviews, planning, and day-to-day decisions. Teams choose Insightful because it delivers strong visibility and control without the cost or complexity of heavier tools.

Caller ID Reputation is a service designed for businesses to oversee their caller IDs across various major telecom carriers, call-blocking applications, and aggregator APIs. This service offers instant visibility and management over the presentation of calls to clients, aiding companies in recognizing problematic caller IDs and significantly decreasing the incidence of flags by as much as 95% within the initial month. With its intuitive dashboard, users can efficiently handle numerous business lines at once, ensuring that their calls avoid being categorized as spam or scams. Furthermore, Caller ID Reputation provides real-time alerts and comprehensive dashboards for ongoing monitoring, which allows for swift action on any flagged numbers. By fostering a strong phone number reputation, companies can enhance their connection rates and maintain the integrity of their brand. A significant concern is that blocked calls can prevent you from reaching patients, meaning they may remain unaware of any attempts to contact them, whether by phone or text. Therefore, ensuring that your calls are delivered successfully is crucial for effective communication with clients and patients alike.

Pipefy is a low-code Business Orchestration and Automation Technologies (BOAT) platform designed to act as a modern middleware layer for the enterprise stack. Rather than replacing existing Systems of Record (SORs) like SAP, Oracle, or Salesforce, Pipefy wraps them in an agile orchestration layer. This architecture allows technical teams to modernize legacy operations and extend the life of core systems without the risks associated with "rip and replace" projects. Pipefy provides the infrastructure to sanitize data inputs, manage complex business logic, and orchestrate API calls between fragmented endpoints. Technical & Architectural Highlights: • Adaptive Governance Framework: Pipefy solves the "Shadow IT" problem by establishing IT-sanctioned "Safe Zones." Business users can build workflows within these guardrails, while IT retains control over critical data, integrations, and permissions via a centralized console. • Agentic AI Engine (BYOLLM): The platform features a governable AI Agent Studio. Unlike "black box" solutions, Pipefy supports a Bring Your Own LLM approach, allowing enterprises to integrate preferred models (Azure OpenAI, AWS Bedrock) securely to automate document analysis (OCR) and decision-making. • Robust Connectivity: Built with an API-first philosophy, Pipefy offers a GraphQL API, Webhooks, and enterprise-grade iPaaS capabilities to ensure seamless data interoperability across the stack. • Security & Compliance: Engineered for regulated industries, the platform is ISO 27001, ISO 27701, and SOC2 Type II certified, supporting compliance with GDPR and SOX standards. Pipefy empowers IT leaders to eliminate technical debt and clear development backlogs by safely delegating low-complexity builds to business units.

In 60 seconds, activate your international phone number. You can choose from over 120+ countries or 1,000 cities. Forward your calls to any number worldwide. You can route your calls according to the hours and days of your business with robust scheduling options. You can route your calls to your main office during business hours or to voicemail during nonbusiness hours. You can instantly view detailed information about calls to your TollFreeForwarding number. To make informed decisions about outbound sales, and follow-up, learn about your customers' call patterns. Record all or part of your calls to keep track of them. Call detail records are a place where recordings can be stored. They can be downloaded or played at any time.

Transform your contact center operations with CallTools—an innovative cloud-based platform that unifies inbound and outbound dialing for maximum efficiency. Enhance agent productivity and foster stronger customer relationships with robust features like predictive dialing, call recording, and integrated multi-channel campaigns for email and SMS. Gain a holistic understanding of team performance through comprehensive analytics and real-time reporting tools. With flexible integrations, streamlined queue management, and customizable IVR options, CallTools simplifies workflows and delivers superior call outcomes. Optimize your connection rates using advanced data targeting and dynamic caller ID tools. Designed with an intuitive interface, CallTools empowers teams to handle even complex tasks with ease.

Assembled combines AI agents with advanced workforce management to give support teams the speed, flexibility, and control they need to excel. Our platform streamlines staffing for both in-house and outsourced teams, delivers forecasts with over 90% accuracy, and automates more than half of customer conversations. Whether it’s chat, email, or voice, Assembled orchestrates every interaction, allocating work between AI and human agents in real time. Leading brands like Stripe, Canva, and Robinhood rely on Assembled to boost performance and turn support into a growth driver. Key capabilities include scheduling, forecasting, live performance monitoring, vendor management, AI-powered chat, voice, and email agents, plus an AI Copilot that provides instant guidance, suggested responses, and rapid action tools for agents.

Squaretalk is a powerful contact center solution that transforms how modern sales teams connect with prospects and customers, convert sales opportunities, and grow their operations. It offers AI Voice Agents, omnichannel communication (including voice, WhatsApp messaging, SMS, and email), powerful call-handling features, and affordable scalability without additional complexity or costs. Squaretalk combines powerful communication tools with intelligent automation to help teams work more efficiently and deliver better customer experiences. Advanced call handling, automated transcripts, and sentiment analysis provide greater visibility into every conversation. The built-in contact management system keeps interactions organized and ensures no lead falls through the cracks. Flexible workflows can be customized to match specific operational needs, while advanced reporting tools offer actionable insights into team performance and business outcomes. Internal chat streamlines collaboration through instant communication, simplified mentoring, efficient escalations, and the consolidation of internal and external conversations within a single platform. Backed by enterprise-grade security, Squaretalk ensures that customer data remains protected and compliant. With local numbers in over 150 popular and niche destinations, we enable businesses of all sizes to establish and maintain a local presence, build trust, support their global expansion, and shorten sales cycles. Discover how Squaretalk’s cloud contact center platform can enhance your team’s connection rates and performance.

The ecosystem of NovusMED includes a call center, administrative applications, driver applications, client/clinic booking apps, and more. NovusMED is a platform of choice for medical transportation services. It includes configurations for brokerages, providers, seniors, community and home health programs. Manage calls and patient data accurately. Monitor performance in real-time and adjust capacity to meet changing service demand. Manage will calls in real-time, as well as confirmation calls and recurring trips/standing order. Improved mileage calculators and cost calculators for managing multiple contractors, funding sources, multiple providers, and volunteer drivers programs. Credential management for drivers and vehicles. Manage subcontractor outsourcers with provider mobile, bidders for trips, and trip offers. You can see the nearest vehicle and make immediate bookings.