Rasa vs. Zoom Contact Center

I have been using the platform for over 3 years and I have noticed a very good evolution, in an attempt to reinvent themselves. The support team is amazing, always available to work out with us in achieving the best results. About the technology, the algorithms available in the platform suits most of the cases. Being language agnostic is a very positive point for us, because some big tech platforms have little support for PT-PT language.

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.

• Rasa team has Top notch AI knowledge
• Greate customer support, by listening towards the clients needs.
• And building future proof solutions around client Business Requirements within dazzling timeframes

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

• Rasa CALM flows and Rasa domain could be made fully independent of the Rasa training process and dynamically retrievable from e.g. a graph DB. This would make the chatbot more flexible.
• Prompt templates, or at least paths could be referenced in Rasa config. Different policies in the Rasa config could then be configured without code change to use different prompt templates
• LLM configuration should rather be part of the endpoints, than model configuration.
• Rasa Studio could support all the functionality of Rasa Pro.

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

With the help of dedicated team - documentation and video resources it is relatively easier to build. We prioritized pro-code usage to begin with launch.

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

Rasa support has been very responsive, trying to fix any reported issues ASAP. They've also listened to many requests for improvement. The Rasa features and changelog are well documented

Incentivized

Glean - proprietary semantic search algorithms, no backend actions integration IBM Watsonx - complicated dialogue builder, poor separation of no-code and pro-code interfaces ELMOS (agent based) - all logic in code, no dialogue logic in no-code interface possible Rasa - transparent and simple sharing of objects between no-code and pro-code interfaces. Transparent LLM usage and restrictions. Simple backend integration via Rasa SDK

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

• Reduced Human Connected Calls Per active User
• Improved Calls disposed by Voice Agent
• Reduced call wait times

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.