Prodigal Reviews

The Prodigal team is always willing to discuss and work through various requests that we have made of them. My team is ever evolving, and as a result of that, we must ensure that our vendors are able to keep up with the requests that we make of them. We are heavily data driven, and that desire results in our requests for detailed analytics which allows us to properly train and/or make staffing decisions. Prodigal consistently works to satisfy our requests and does so in an efficient manner.

Understanding that we are dealing with a machine as it relates to the handling of speech analytics, it can be frustrating attempting to correct certain behavior and not seeing true change. As an example, despite our efforts to create statements to look for, Prodigal is unable to properly respond to questions related to demographic updates, proper closing of calls where it is unnecessary or unable to have occurred, and will attribute a Profanity tag where a party's name or address has any semblance of what it believes to be profane.

Prodigal assists with providing an efficient means of reviewing thousands of calls handled per month. It allows for us to get a proper view of areas off opportunity and strength for the agent handling the call.

Provided different functionality that helps us to be more productive and resourceful,

not really dislike, it is more on enhancement. I suggest to give an accurate results data based on the call audits.

It helps us to prevent violations since it provides a way to filter some of the FDCPA that help us to fix the issues.

I work as a call monitor and use the platform all day every day. The tagging system is perfect for me to be able to filter the calls that I need to listen to, thus saving time and energy. Without it I would be manually weeding through thousands of calls daily. I was even able with the assistance of my Prodigal Team customize the the key words and phrases for each tag to better suit my needs. Any time there is an issue theTeam is quick to respond and correct the problem. I have met and or spoken to over the phone many of the Team members and all have been friendly and very helpful. Having the transcript available with the tags also helps for someone like me who can sometimes just scan the call or go directly to a part of the call rather than listen to the entire call. Over all my exerience has been great and the platform itself is pretty user friendly.

There's not much I don't like. However, when the platform crashes or has technical issues (which happens with all tech) I'm unable to perform any of my job duties. But with that said the Team is quick to get me up and running again as soon as possible.

Mitigating Risk.

My experience with the Prodigal speech analysis platform over the last year has been excellent, and I am satisfied with its functionality and efficiency.

The conversational analysis is made simple with the help of the Prodigal speech analytic platform. Features like topic modeling, keyword recognition, and sentiment analysis are examples of what it can do for conversation analysis. The system also offers helpful visualization tools like heat maps and word clouds for analyzing conversations.

The dependability of the system is also excellent. It's been over a year of usage, and I've never had a problem with it. We've been able to better understand our customers' habits and provide better collection service thanks to this new resource.

There is little to dislike about a platform that helps you detect un-human viable things. Still, the platform will continue to evolve in tandem with the ever-changing restrictions we face in the Collection industry.

Businesses may get more out of customer interactions using Prodigal, a speech analytics platform. This tool allows organizations to monitor customer feedback, spot trending issues, and zero in on service improvement opportunities.

Business owners may better understand their customers' wants and requirements and provide better service by utilizing the Prodigal platform to analyze customer discussions. This may lead to happier customers, stronger brand loyalty, and more money in the bank.

Firstly it is the ease of use; the application is very user-friendly and can be understood/navigated by front-line staff and back-end nerds. It is much easier to use than Call Miner, and as Prodigal does all the heavy lifting (creating scorecards and tags), it does not require much expertise on the user's end. They have a whole suite of products that enhance call centers' ability to improve both the agent's and the customer's experience. Pro-Notes - reduces wrap and allows the agent to focus on servicing instead of updating systems, ProAssist - prompts agents to always ask the right questions and stay compliant and would be fundamental to provide real-time training assist with new hires. - Cant wait to try these out

All in all, the system is great. However, there are some items, such as real-time call monitoring; instead of batching calls and allowing for the searching of tags on review Scorecard/aggregate scorecard pages would be beneficial

This has given us the ability to provide targeted training based on scores etc., from the scorecards that have been created. It has allowed our frontline management more time to focus on improving agent performance instead of wasting precious time listening to sample calls. - They now get every call scored - It has allowed us to be more proactive when we spot negative trends, show the agent his improvement based on the reports that are generated, and also allow us to recognize positive performance and quickly reward the individuals that make it happen. Clients are getting a better picture of how we impact their brands and how our people represent them

There are a lot of features I like about prodigal. One thing that made me interested in using it was the script that goes along with the call recording. As a Quality Analyst, one of the challenges I find difficult is understanding or capturing what the agent or the customer stated on the call, especially if there is a connection issue. The script helped me determine the statement provided on the call. We must be accurate in every monitoring, which helped me a lot.

I understand that the prodigal team is currently working on ingesting calls. I would appreciate it if we could have real-time ingestion of the calls. It takes time for the Prodigal to consume calls which limit me in doing my audits. Also, it would be beneficial to have an additional feature, such as a video recording where we can see what the agent was doing during the call. It will help us determine the cause of action done during the call.

Currently, Prodigal is working on ingesting the calls and working on the call tags. The tags help us a lot! Having that feature saves us a lot of time in searching for calls. I believe they will get everything straightens up, and we can enjoy using Prodigal more. :)

Prodigal is an all-in-one program that will help your agency/firm grow faster than you could have imagined. There are three main programs that we use through Prodigal which would be Pro Voice, Pro Notes, and Pro Assist. As we are in the onboarding stages of Pro Assist, we have confidently rolled out Pro Notes and use Pro Voice Daily.

Pro Voice is a great compliance companion that allows communication between yourself and the agents on your floor. With an easy interface it allows agents and supervisor to maneuver through the program efficiently. Agents are allowed to review their own scorecards and calls with silence cut out to improve time for listening. Pro Voice also allows agents to send messages to their supervisors on specific calls, so it cuts out the time it takes to locate the file. Truly was a thought-out program that allows the call auditing process to move in a timely manner.

Pro Notes has also been a great addition to our team. We currently are in the testing phase but have 7 total agents using the program. From the beginning we used off the shelf scenarios to generate notes for our agents once they were off the call to represent the conversation. Although the notes were not tailored towards our type of collections, we worked directly with the Prodigal team on creating and updating the noted to where they have been increasingly more accurate.

Lastly, working with the Prodigal team has been outstanding. They have constant and great communication with our firm and ensure we are satisfied with the product. They take the time and pay attention to each little detail to tailor our needs for the program. I could not have asked for a better group of individuals to work with!

There have been some bumps in the road with the AI taking longer than expected to increase and retain the knowledge for implementation. However, those issues have been resolved by the Prodigal team with open communication so not too much of a concern once you get things going.

Internal there can be missed opportunities with our collectors to obtain funds from our consumers. This problem is tied to the issue of our agents having to notate on call and make sure their notations are accurate. Pro Notes allows our agents to focus more with the consumer and interact with them which increasing conversion rates and overall satisfaction of the consumer.

Pro Voice helps contribute towards our compliance aspect of call auditing. It allows direct communication between the agent and the supervisor and help the point out areas of opportunity on calls. It can take awhile to locate and call and especially make notations on and as we all know can get lost in our email. Instead, this program allows an efficient use of the call auditing process and increases the number of calls that we can listen to.

With Prodigal, our agents can now use ProNotes to focus on doing their job rather than note taking. And importantly, our compliance teams can do higher end work rather than just listening to call after call. With ProAssist, agents can focus on the phone call itself and get prompts to ensure compliance and make the most of their time on the call. It's a real game-changer.

I do not have any dislikes at this time.

Prodigal is solving the problem of optimizing our call center and quality assurance agents' time and effort.

We worked with Prodical to develop some new software that helped our company out tremendously. They are a great partner. It wasn't (and isn't) a customer/vendor relationship, but a true partnership that benefitted both parties. We look forward to doing more work with them in the future.

I dislike that they aren't part of my internal organization.

Prodigal Pronotes frees up our agents to spend more time interacting with our customers and less time documenting notes. A true increase in productivity where it matters.

Not only is Prodigal's product as good as advertised, their team is one of the best in the industry - very easy to work with, and always available.

There is nothing we dislike about the product. In fact, as we work with them, and come across any areas that we think can be approved, they are very quick to respond and add those features / make those changes.

ProNotes has been extremely beneficial to our team - it reduces the need to "talk and type," which the agents love. It also improves the accuracy of our documentation, which both our clients and our compliance team greatly appreciate.