3 out of 5.0, Reviewed Oct 18, 2016
During the contractual process, Vendor and third party vendor very involved. However, during the implementation and future upgrades, no communication from the vendor. In addition, when the company was acquired we did not receive any notification or communication on the merger with another company.
Ensure that tools that you buy are commonly available. In addiiton, make sure that there are resources who are experienced in this tool are available within the marketplace (not a niche field)
Call Center Capabilities
Very hard to find resources who know this product or this technology.
Communicate, Communicate, Communicate
Probably look to well established companies with resources who have experience in this toolset.
3 out of 5.0, Reviewed Oct 17, 2016
Solid technology. However, the on-premises version has a very complex data model of which our reporting teams had difficulty understanding. The user interface though working is clearly not modern. The supervisor tool is not intuitive - feels like the nineties. Customization with handlers and the like require special skills. It's clearly not intended to be a platform.
Seriously consider cloud deployments. Ensure the business stakeholders and contact center leaders understands how their processes need to change.
Vendor responsiveness to issues and concerns.
Complexity. Dated feel.
Go to a cloud solution instead. Don't just plop this product in the same place as your old system without rethinking your unified communications and contact center processes.
The vendor is responsive. Both sales reps and tech leads are knowledgeable.
5 out of 5.0, Reviewed May 12, 2016
Good experience with the product
The application does not have administrative interface to logout agents who are connected.
Well integrated and has workforce management solution as well.
None so far.
Review the licensing contract more closely with regards to concurrent license and negotiate something more practical based on the shift worker scenario.
Licensing needs to be closely monitored, the concurrent license limits would apply even when the total count exceeds for a minute. Sometimes it could be due to the nature of shift work at certain organization.
Provides monthly reports on the support statistics.
Integrated with Case management system using API's.
4 out of 5.0, Reviewed May 10, 2016
All in one integrated platform.
It uses multiple in house infrastructure components.
Ease of use.
The cost of licenses.
Change the location of the annual conference.
3 out of 5.0, Reviewed Oct 5, 2015
Vendor makes you rely on 3rd parties and there is often dissension between vendor and 3rd parties on best course of action in any given situation.
Even a simple upgrade can have negative impacts if vendor and support provider aren't on the same page.
Runs on low cost servers.
Vendor now competing with microsoft instead of partnering.
I wish the vendor cared about existing customers more.
Force all parties to sign off on a very detailed plan.
Deployment suffers from vendor and third party lack of cohesion.
1 of 1 peer(s) found this review helpful.