CRM Customer Engagement Center (CEC) Reviews and Ratings

Setting up Zoho Desk was intuitive and pretty quick. They had very helpful videos online to guide and assist and it took only a few hours to get used to it. The ZOHO desk is much easier to navigate than some of the other products and the pricing is very competitive. Being able to integrate incoming customer inquiries from all different channels and stay on top of them is really important. New tools like AI-assisted answers and easy work flows help the day to day business. We are a small company without an IT department and we were able to get this suite up and running and all our associates trained in no time. Customers love that responsiveness and we can monitor the inquiries even when the store is not open.

I cannot recommend Zendesk enough, it's simply the best of it's kind out there. Myself and all my user base love it.

We've been utilizing FreshDesk for the better part of 6 years - and it has been a lifechanger for our platform support team. Previously we were using an email inbox, and spreadsheets to manage all customer interactions and we now save considerable time with automations, canned responses, and team handoffs.

We are extremely satisfied with the functionality provided by Service Cloud. With a lot of features coming out of the box, setting up a customer support portal is fast and convenient and doesn't require a high cost of product implementation. At the same time, the ability to extend Service Cloud functionality with custom features like quick actions, declarative and programmatic automation means that this product was able to complete all our requirements we envisioned for customer support.

Sugar provide a very efficient CRM platform. As sometimes we have longer sales cycles, this platform makes tracking progress and sales very simple. They have also worked very hand in hand with us as an organization to help customize the platform to what best fits our needs.

We've been using Oracle Service, in conjunction with Oracle Sales for just over 2 years. We utilized a consultant for our initial implementation and our go live was pretty painless. It's also been relatively easy to maintain and update since then. We've successfully onboarded additional offices on our own and have experienced no significant issues pre or post deployment. The most difficult part of implementation was dealing with dirty data and user adoption/training. With that said, overall, we are happy with the tools the application provides, specifically designed to enhance the user experience, both internally and externally. We are currently utilizing the automated Service Request functionality for the creation and assignment of inbound email requests, Knowledge Management tool to surface relevant content to Service Agents, and similar Service Requests functionality to identify similar issues. We've enabled Live Chat functionality on our website that enables our customers to connect with experts in the moment. In addition, we are an early adopter of AI functionalities and have started testing the capabilities of Oracle Service and are actively sharing feedback with the Oracle team. Lastly, through a streamlined agent experience (Service Center) and the improved, user-friendly interface (Redwood), our users are empowered to resolve customer inquiries quicker and seamlessly.

When we were looking to replace our existing CRM multiple vendors came to the table, there was an organizational push to try and centralize our different systems and since ServiceNow was something that was going to be used by ITSM in the future, it made sense to go with them for the Call Center. Stability has been exceptional and the team has been willing to work and support us well into our release. We did not feel abandoned by the company after the initial contract signature and go live. They have done an excellent job of integrating with our Telephony provider and overall has proven to be a good "Single pane of glass" for our agents.

Microsoft were amazing in supporting us throughout the journey, from their account management, CSAM and FastTrack teams who fully supported us at every juncture. Provided invaluable technical leadership ensuring we got the most out of the product, but our implementation vendor was held to technical account. Cannot Fault MS at all and would highly recommend the product and them as a partner.

eGain customer support is top notch. Their managed services team always is responsive and can provide insights to help improve your customer experience. The Implementation team when you add on to you product is very helpful and will handle any issue no matter the size or scope. Their customer support from our account manager has been helpful in identifying new areas we can improve our customer experience.

Wonderful tool to manage customer relationship management in any organization with effective monitoring and control. We were already using SAP ERP and were pretty satisfied with it therefore decided to go for SAP CRM and amazed to see the results. it not only helped us in managing our complaints, queries and interactions with customers but also helped us in integrating all modes of communication with customers

Vtiger help desk help small and medium sized organizations for maintaining good customer support. The user interface is also good. And it has very good features such as its self-service, as it has a knowledge base portal to reduce the workflow of tickets.

Working with Pega as an Architect has been an exciting experience with multiple opportunities to learn.

The Creatio support team is great to work with, this site has everything you need all in one place instead of having to use a bunch of different websites/platforms.

Great product to support customer service of major utilities

Overall experience of the tool is fantastic. It's a tool which gives the smooth experience and is very easy to use.

Working with Oracle has been relatively straight forward and smooth, and they have always made an effort to build deep and lasting relationships with us. An example of this can be seen with several proof of concept initiatives that were jointly created with Oracles help and resources. Siebel and Service cloud software have both been very stable and easily adaptable. Some challenges exist with certain cloud features not being customizable as business would like. Integration with Cloud and on premise systems has been straightforward. Oracle Premier Support has provided strong support & access to product updates and enhancements, as well as technical assistance, with weekly support calls.

Core Verint KM works well for us and we have good levels of contact with the support team. It would be good to see how we benchmark against other similar companies and where we can improve.

I love EPC, it is very functional and easy to use. I wouldn't change a thing.

Amey's product Fusion CX is an excellent help desk omnichannel interaction support software in the market. I and my team have experienced outstanding experience in building the best CX for our customers.

Drift is great as a sales bot! That's their bread and butter. We've been using Drift for over 4 years now and we like it.