Contact Center as a Service Reviews and Ratings

My experience with Genesys Cloud has been truly exceptional. As someone who has worked with various contact centre platforms over the years including legacy systems, this platform stands out for its versatility, reliability and innovation. Since transitioning to the platform, I have found that it meets the demands of modern customer experience management while remaining adaptable to future needs. The user interface is intuitive, making it easy for agents to manage interactions across all digital channels like voice, SMS, chatbots and social media. From and admins perspective, building and deploying IVR's and bots is streamlined thanks to the platform's robust integration and flow building capabilities. Real-time reporting and analytics have significantly improved over time our ability to make data driven decisions and optimise customer interactions. Support from Genesys has also been excellent with fast and knowledgeable responses to any issues or queries, Additionally, their continuous investment in new features such as AI driven agent assist tools and guided flows has demonstrated their commitment to staying at the forefront of CX technology. Overall, Genesys Cloud has not only enhanced operational efficiency but also significantly elevated the CX that we deliver. It is a platform that I would have no hesitation in recommending to any organisation seeking to modernise and optimise their contact centre operations.

I have used Talkdesk as both an agent and as an admin. I had a neutral view of TD as an agent, but once I became an admin I realized how much power and customization there truly was under the hood. We're taking advantage of everything we can get our hands on now and Talkdesk has greatly improved its offerings and reliability in the last couple of years.

My overall experience with Five9 has been great. The people and culture of the company sets them apart from their competition. Along with that, they are forward thinkers in ways to leverage technology to enhance a customer's experience while having an easy-to-use platform from both an IT and business perspective. Through the RFP process, contract negotiations, deployment(s) and post deployment(s) it has been a great partnership. Five9 is open to feedback on their product offerings, service levels, and any other subjects that have come up through the duration of our relationship. Their product continues to mature, and it is evident in the growth we have seen with it from a technical standpoint. There are opportunities around the service model, and Five9 has been receptive of feedback to improve our experience.

We have been a customer of NICE since 11 years. The initial onboarding process was easy and the training we received was exemplary. Throughout the years we have had many different experiences, different configurations and challenges as well. NICE has worked with us to achieve the best-in-class service that our clients rely on. We have brought large clients online in a very short period of time such as some of the surge during the pandemic where we had multiple clients that could not immediately meet the demand. CXone didn't just meet our expectations in regard to handling the influx of volume, it exceeded it. In other cases, we have had clients that have needed various integrations with other call center tools, which we have found that NICE CXone is often on the list of providers that tools integrate with. Our next major journey with NICE will be implementing the wealth of AI capabilities the system offers further. The future is bright and we're excited to be taking this major step with them.

i find it very easy to use, not just as a user but even for creating routing profiles, developing, etc

Its integration and deployment is very easy and with a very successful implementation throughout our company. Everyone in the company really likes the tool and we are literally thankful for this kind of product. It helps in smooth connectivity and the real time experience of the product is really good. If anyone wants to grow at a fast pace, one should give Vonage a try as it provides clarity and smooth functioning without any connectivity issues.

We use Dialpad Ai Contact Center for all telephony, call center, fax and SMS. It's our primary communication platform because call quality is great and cost effective compared to other traditional VoIP services. We had to switch to Dialpad to improve our call quality, reliability, and ability to adapt to changing business needs. We've experienced high quality and easy-to-use solutions for our clients. We also use Dialpad meetings to conduct interviews while hiring and training new employees. This will help my company improve and train new hires and aim for a greater client experience.

Webex Contact Center has benefited our firm with its ability to route omnichannel customer interactions to either one or more sites, teams or even outsource partners. The first notable aspect of this tool is its ease with deployment and operating, and it also has amazing customer support. Another major aspect is its superior AI-powered collaboration tools such as persistent chat messaging, white-boarding, video calling and spaces, all of which ensure that there is no gap in organizational communication or collaboration.Besides, it provides 24/7 support across chat, email, phone as well as the online support portal. In addition to the high-level Microsoft Teams integration, it also offers pre-built integrations with other top business apps including but not limited to JIRA, Slack, Microsoft 365 Google Suite and many more. A business also has the privilege to purchase its add-on capabilities such as Webex Devices, Webex Workforce Management, Outbound Campaign Management and Webex Workforce Optimization, depending on what fits the organizational needs. Our firm never goes wrong with this tool.

With its wide range of storm products, Content Guru offers virtually all the products currently required from a single source. The roadmap for further improving these products is very extensive. It is possible to use the products individually so that you have the option of adapting them to your own processes in the company instead of having to adapt the company processes to the product. If something is not customizable, they make every effort to find solutions or integrate feature requests. They can be uses directly for the German market, especially with regard to GDPR. More and more of the products are getting a modern interface with even more individuality for the user. The stability of the platform is excellent.

8x8 Customer Support is quick to reply to help resolve issues.

Nextiva has been an important and valuable solution for our company. Nextiva provides help articles, videos, and a customer support team that has assisted us whenever there is an issue or question.

Very good experience using Odigo, the tool is easy to setup and to use.

Zoom Contact Center works exactly as described. It is so easy to provision queues, users, and call flows.

Customer service has been excellent, and platform meets all our needs, but there are still a few areas of improvement.

Great all in one solution for managing end user contact - integrating social media, chat, AI response, and phone calls

The tool provide ability to connect our customers with support agent very quickly and improve the NPS. Without the need of costly upgrades, this tool is a cost effective.

We are pleased with the tool, because it's innovative and is enabling us to servel all Quality clients well in the Service Desk. Its too also bringing innovations, such as the Agent Virtual IA, that is very important for us clients.

I have been using the platform for the last 20 years. We have done some amazing items for the companies we have installed the platform in. We have lowered their average call handle time and routed calls more efficiently.

My job is to program and develop for our in house Genesys applications. Our company is fortunate to use many various products that Genesys has. We have inbound voice, outbound, chat, email, iWD, and WFM. Along with those we have the full reporting suites as well for real time and historical reporting. One of the things I love most about Genesys is how their products interact with each other so well. It is very easy to associate a chat with a voice customer. Or to associate a Workitem with someone who has emailed us before. This kind of central integration leads to a better picture of how the customer interacts with our business. I also really enjoy the variation in products they provide. Like I started in the Title of the review, they really are an all in one solution. They have the traditional voice routing, but now they have much more complex ways to route work to employees. For example, iWD can be used to route back office work. This takes reporting metrics to a whole new level. I also appreciate their support. My role is to do actual development. I run in to issues periodically and need to open a support ticket. Their support is top notch. They are usually able to resolve my issue in a day or so and that is greatly appreciated.

Wolkvox is a company that has facilitated our integration with different channels within our internal processes. From our experience, we recommend this company because they handle a wide variety of services. In the implementations we have done, our clients satisfaction is guaranteed in the results. The products and services they offer are innovative and of high quality.