Contact Center as a Service Reviews and Ratings

Genesys has been a great provider, who is always willing to provide support and resolution, and provides excellent resources to assist in our growth and use of the system. Being involved in the G-Summit opened our eyes to the full breadth of what the platform is capable of, and showed that we have only scratched the surface. We have been able to takeaway and plan for the functions we will implement in the future to continue to improve our services.

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.

Had an easy time transitioning into the administrator role for the product with the support NICE is able to offer. Provided documentation on configuration that enabled reconfiguration so that the product can be fully utilized. The user group and the support personal from NICE really do help to elevate and ensure that each organization feels supported. There are several online resources to assist with day to day functions and administration and the support personal (account manager etc) are always available and willing to provide assistance as needed to ensure you are tracking to overall operational goals.

We have been using Vonage Contact Center for over 6 years with minimal issues with quality or connection. However, when an issue does arise the support team is extremely responsive and goes to great lengths to fully understand the reported issue. In the rare case that a case is pending for several days, due to further investigation, the team will make contact daily with a status update. The work that I appreciate the most is the post-mortem that the team will deliver to help us understand what the issue was, the root cause of the issue, and how the issue was resolved.

The AWS team supporting our Amazon Connect implementation journey to accelerate our Contact Center migration over 6 months has been exceptional.

Great product and personnel with all of the latest and greatest contact center functionality!

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.

Webex Call Center, a part of the broader Webex Contact Center suite, is generally praised for its comprehensive set of features, reliability, and integration capabilities. Here are some common comments on the overall experience: 1-Robust Feature Set: Users appreciate the wide range of features offered by Webex Call Center, including inbound and outbound calling, call routing and queuing, IVR (Interactive Voice Response), agent monitoring and coaching, real-time analytics, and integration with CRM systems. These features enable organizations to efficiently manage their call center operations and deliver high-quality customer service. 2- Reliability: Webex Call Center is known for its reliability, with minimal downtime and consistent performance. This reliability is crucial for call centers, where uninterrupted communication is essential for serving customers effectively and meeting service level agreements (SLAs). 3- Scalability: Webex Call Center is scalable, allowing organizations to easily add or remove agents, adjust capacity, and expand their call center operations as needed. This scalability makes it suitable for businesses of all sizes, from small teams to large enterprises. 3-Integration Capabilities: Users appreciate the seamless integration of Webex Call Center with other Webex collaboration tools, such as Webex Meetings and Webex Teams, as well as with third-party CRM systems and business applications. This integration streamlines workflows, improves data sharing, and enhances overall productivity. 4-Ease of Use: While feature-rich, Webex Call Center offers an intuitive and user-friendly interface that makes it easy for administrators and agents to navigate and use the platform effectively.

8x8 has a very robust call center with great reporting and IMO a very easy to configure call center.

Odigo has been the central tool in handling the contact central flows with the plus point in terms of intergration and pricing. The customer support has also been great. Overall, Odigo is very balanced product in a competitive market.

Cloudtalk has been great till now. This tool allows to connect not just with customers but also with the team and making the work very effective.

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

Nextiva has been a game changer for my team of inside sellers. I have been doing this for awhile as both a seller and a leader and used to wrestle with systems that sounded like some teacher on a bad day. Calls dropped, customers for mad and hitting our metrics felt like climbing Mt. Everest in flip flops. Enter Nextiva! This amazing platform is as reliable as a swiss watch and the call quality...crystal clear. My sellers can now connect with customers like they are chatting in person and that makes all the difference. No dropped calls or fuzzy connections. Just smooth sailing. Nextivia isn't just about clear calls. The features on the platform are like little productivity cheerleaders. We can track calls, analyze performance and even set up call routing so the right seller gets the right lead. Since being with Nextivia, our sales team has been on fire! Metrics are being smashed, customer satisfaction is soring and the team morale is high. Nextiva has helped us create a winning environment where clear communication and powerful features translate into sale success.

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.

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.

Zoom has gone above and beyond to help us build our new Zoom Contact Center.

In the beginning we had a few theething problems as some functions were not yet implementet as we needed them. However, Avaya took our feature requests seriously and implemented them promptly. There are also regular updates now. Avaya is constantly integrating new functions into the product in order to keep up with the latest technological developments. The co-operation in the prject and also the training and product support with Avaya work very well. Overall, the CCaaS product and the manufacturer Avaya are highly recommended.

Sprinklr has impressively handled our complicated requests, ensuring a seamless process and contributing to an outstanding CX