3 reviews
Overall rating
4
/
5
Value for Money
4,3
Features
4
Ease of Use
5
Customer Support
3,7
67% recommended this app
3 reviews
Bilegt T.
Industry: Banking
Company size: 5 001-10 000 Employees

Complete implemetation of the system to banking industry

Used Other for 1+ year
Reviewed on 2020/09/22
Review Source: Capterra

We have implemented the system to 5 departments, integrated with over 10+ channels. These include Collection, Telesales, Inbound, Social channels etc. The case management with 700+ rules, 550 physical sub-branches, 80+ HQ departments. The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements.
The project team worked effortless, satisfying all the requirements. The implementation phase was 12 months, going live 7 separate times (for each stakeholders)

Pros

1. Secure
2. Customizable (IVR)
3. Good support
4. Omni-channel (Integrated with FB chat, post, Website chat, Email, voice channels)
5. Integrated with most core banking systems.
6. Able to create workflow with over 700+ rules, 550 branches, 80+ departments, 1000+ users. Excellent case management system.
7. Integrated with CRM system
8. VoIP technology with softphones.
9. Both On-premise or cloud solution is available.

Cons

1. Flexibility when creating ticket did not fulfill our requirement. There are dependent fields available. However, you cannot setup different combination of fields to show up depending on previous field selection. This is for very complex use case. For simple ticket creating, this is no problem.

Besides above specific cons, there are not significant downside.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Adil N.
Industry: Retail
Company size: 51-200 Employees

Best CX Experience - All in One Solution

Used Daily for 6-12 months
Reviewed on 2020/09/22
Review Source: Capterra

Pros

All features , single window 360 degrees Customer Experience , ticketing , omni channel

Cons

IVR should be easy to configure by customer IT team

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Rohin G.
Industry: Financial Services
Company size: 51-200 Employees

Good product but need to improve a lot

Used Daily for 6-12 months
Reviewed on 2020/09/22
Review Source: Capterra

Pros

easy to use.. user friendly...Reporting structure

Cons

Lot of bugs.. every now or then we are facing some or the other issue.

- Support team should be more knowledgeable

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10