OpenText CX-E Voice vs. Zoom Contact Center

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

Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.

• 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

• Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful.
• Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing.
• Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls.

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

• The Teams dashboard for monitoring agents needs some customization options.
• Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
• Point flows at flows would be nice, instead of flows to queues only.

Incentivized

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

Incentivized

First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them.

Incentivized

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

Incentivized

Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable

Incentivized

• Excellent Consistency
• High Scalability
• Complex to handle

Incentivized

• Intuitive, Easier and almost effortless to maintain.
• Lesser Operational Expenses that the alternative we also have
• We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers.
• It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow.
• It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters.