OpenText CX-E Voice vs. OpenText RightFax

When you have a small team, this works best. because you can't pay like a big organisation but still need the same features. OpenTeam brings us the best features of call-centre software, but at a cut price that we can afford and create revenue upon. This is an essential software, if anything.

Incentivized

We are currently having a lot of issues with this product with being able to get it to work in our environment with out having to reboot the [OpenText] RightFax server multiple times a week. I know a lot of this is due to our complex environment with multiple systems.

Incentivized

• Allow callers to leave a message or callback number and automatically reroute calls based on queue length and waiting time.
• We can build teams and use remote workers at the same time from different time zone.

Incentivized

• Can easy transfer faxes between end users
• Faxes can be sent straight to email
• Very easy to setup and manage

Incentivized

• Provide more transcription service options. Specifically AWS.
• I think reports are severely lacking. Provide a mechanism for customers to create custom reports or allow odbc access to the database.
• Provide better API documentation.

Incentivized

• Being able to upgrade this product
• Make it easier for users to verify the faxes
• Working with support could use improvement.

Incentivized

Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

Incentivized

OpenText Fax Support is wonderful! They really go the extra mile to support their customers. So far, they've been able to address simple and complex issues. A big plus is the fact that they are very pleasant on the phone. They do not get upset at the customer and have great follow up on any tickets opened.

Incentivized

OpenText CX-E Voice voicemail is significantly easier to deploy and maintain

Incentivized

I think Concord has better administrative dashboards and the cloud based system makes it easy to access from anywhere without requiring VPN connection. The Shared queue management in Concord is more complex and are not as easy to use as it is with [OpenText] RightFax. Concord cost more to operate.

Incentivized

• Excellent Consistency
• High Scalability
• Complex to handle

Incentivized

• The staff has been able to send faxes anywhere.
• Using SIP, we've been able to scale up the faxing channels without having to install additional POTs lines.

Incentivized