Podcast Test-20250520_103955-Meeting Recording

Emily and Jess discuss call center platforms Concert and Orem on Tech T. They highlight the balance between automation and human connection. While platforms offer AI-powered features, they caution against relying solely on them for success. They emphasize the importance of leveraging tools like Concert for coaching and real-time insights. The key is to use these tools effectively without neglecting the human touch in sales. They recommend focusing on strategy and targeting rather than solely relying on technology. Ultimately, they stress the importance of maintaining a balance between automation and personal connection in sales practices. Welcome back to Tech T, where we spill the truth about what's hot, what's hype, and what's just plain sucks in the world of enterprise tech. I'm Emily. And I'm Jess. And today, we're diving into something near and dear to our daily grind, call center platforms. Specifically, we're throwing some shade, some praise, and some questions at Concert and Orem. Buckle up, folks. If you've ever managed a sales team or SDR crew, you know the name of the game is volume, dials, connections, and ideally, conversations that don't end in, not interested, thanks. Platforms like Concert and Orem promise to make that magic happen. Right. AI-powered paralleled dialing. Voicemail drops, live conversation tracking, sounds like SDR heaven, right? Yeah, but here's the thing. These platforms can be game changers. Orem's lightning fast parallel dialing and AI-powered conversation detection, incredible when it works. But there's a fine line between automation and alienation. Exactly. We've seen reps crush it and call fatigue because they're firing off 300 calls a day, which is barely a human connection. It's better to have 20 actual conversations or 20 clicks that lead nowhere. And let's not forget, platforms like Concert are only as good as the data feeding them. Garbage in, garbage out. You can't just buy a list and pray Orem or Concert will close the deal for you. This is still human first tech. What I do love is how these tools start integrating and coaching and call scoring. That's where I think platforms like Concert shine, giving managers real-time insight so reps can grow, not just grind. Yeah, and while Orem markets itself like Tesla of dialing tech, fast, slick, and a little smug, Concert feels like more dependable Honda that just gets you results, less flash and more function. So what's our take? Use these tools, leverage the heck out of them, but don't think that they replace strategy or targeting. Let's be honest. A talented rep who knows how to listen more than pitch. Amen to that. And hey, if your reps are burning out, maybe it's not the platform's fault. Maybe it's your KPIs need a reality check. Well, we said what we said. That's it for today's episode. DM us on your horror stories, wins, and wild moments with Concert and Orem or whatever cold call cowboy platform you're writing. And don't forget, automation is a tool, not a substitution for connection. Keep dialing, keep questioning, and always keep your coffee strong. Transcribed by https://otter.ai