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1.0 out of 5.0 (1 ratings)

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  • 1 out of 5.0, Reviewed

    Product(s): OpenScape Contact Center Enterprise

    Implementation was a nightmare.

    Overall Comment

    Vendor was not an expert with the product.

    What one piece of advice would you give other prospective customers?

    Request the vendors top experienced resources.

    What do you like most about the product or service?

    Product has more reporting features.

    What do you dislike most about the product?

    Does not sync with physical phone system when adding new ACD agents.

    What one thing do you wish the vendor did differently?

    Educate themselves with the product.

    If you could start over, what would your organization do differently?

    Request trained Vendor resources with the product.

    Service & support - overall comment

    Do not know the product.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
2.0

Ability to understand your organization's needs

(1)
2.0

Timely and complete response to product questions

(1)
2.0

Pricing and contract flexibility (pricing and terms)

(1)
2.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
1.0

How long did your deployment take?

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Ease of integration using standard APIs and tools

(1)
1.0

Quality and availability of end-user training

(1)
1.0

Ease of deployment

(1)
1.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
2.0

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(1)
3.0

Was the support package worth it?

Yes


Quality of technical support

(1)
2.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0

Architecture

(1)
2.0

Scalability

(1)
4.0

High Availability

(1)
4.0

Management

(1)
1.0

Open Standards

(1)
1.0

UCC Integration

(1)
1.0

Workflow

(1)
3.0

Multichannel

(1)
3.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Maintenance and Support

Rollout and Install


What other vendors were considered? Multiple responses allowed.

Avaya

Cisco

Genesys

NEC


Why did you purchase this product?

Cost management

Improve business process outcomes

Improve compliance & risk management

Improve customer relations/service


What were the key factors that drove your decision?

Reduce external IT costs

Reduce other non-IT costs


In which region(s) did your deployment take place? Multiple responses allowed.

Asia/Pacific

North America