#1 most frequent
United States of America
57.1%8 installations of 14
What is Dixa?
Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer support for ecommerce and small businesses.
Categories & Use Cases
Media
1 / 4
Screenshot of Conversations View: Add tags, write notes & transfer any conversation to another agent in seconds, regardless of channel (calls, emails, chats or Facebook messages).
Who Buys & Uses Dixa
#2 most frequent
Germany
14.3%2 installations of 14
#3 most frequent
Sweden
14.3%2 installations of 14
As a result, low-cost software with high communication efficiency is produced.
Use Cases and Deployment Scope
We have noticed numerous representative benefits in terms of updates and customer service since we first began using the software. We are confident that Dixa will continue to embrace the market with its daily enhancements, allowing us to continue to provide quality service and efficiency to our customers within the organization. In terms of business care, this software represents a complete shift in the demanding responses to customer needs. Programming in Dixa reminds me of programming in Visio; it was very simple because it didn't require a lot of technical expertise to implement a diagram that would show our customers an experience with the desired features.
Pros
- We've been using Dixa software for over three years and are very proud to have it in our organization.
- Because Dixa manages them all together, we can control the problems that arise when we find ourselves managing the existing sources of communication in the organization separately.
Cons
- It can be difficult to communicate with some of the numbers in our customer data at times, but Dixa's response team has always been available to help.
- Dixa's software is constantly being updated to meet the needs of its users, who are its primary source of revenue.
Most Important Features
- When the need to communicate arises, we have everything at our disposal.
- The cost of investment is very manageable for both small and large businesses.
- They provide round-the-clock customer service to handle our complaints, inquiries, and problems.
Return on Investment
- We must pay close attention to the regular updates that are released so that their implementation does not become difficult.
- You can be confident that you will achieve the desired results for your users thanks to the platform.
Alternatives Considered
Zendesk Talk
Other Software Used
Jira Software, Zoom Phone, Cisco Adaptive Security Appliance (ASA) Software
Dixa is the best in customer service
Use Cases and Deployment Scope
This tool is allowing us to conveniently and efficiently serve all our customers through different channels, email, chat, and telephone. What I like is that it does not require any installation because it is cloud-based, so we can access the platform at any time and place with an internet connection.
Pros
- It has the advantage of automatically creating new contacts, so we do not waste time creating them.
- It has a very simple interface where you can easily locate customers and no communication is lost through any of the channels.
- Its 14-day free trial has been great, as it had absolutely all the features, which convinced us to purchase the software.
Cons
- I wish it had the option of call transcription so that you don't just have access to the recording.
- We have had some problems when receiving calls, as they are forwarded instantly without allowing us to answer them.
- We have also had problems integrating with social networks, we have not yet been able to integrate them.
Most Important Features
- It has call recording so as not to lose details of customer demands.
- Its intelligent routing allows us to redirect calls to other agents and attend to more urgent calls.
- It has ticket management to expedite customer requests and pass them quickly to the technical department.
Return on Investment
- Thanks to this tool we have been able to efficiently serve many more customers through different channels, making them much more satisfied with our services.
- Customer service agents work in a much easier way, we serve the customer better and the calls and demands are resolved quickly.
Dixa is excellent at serving customers in a timely manner
Use Cases and Deployment Scope
It has made our job much easier when dealing with customers, either via chat or calls. It has an automatic call distribution system that allows us to respond to our users' requests more efficiently and without making them wait so long.
Pros
- The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
- The pre-recorded greeting is a good way to keep the customer waiting to be answered.
- The chatbot feature is perfect for customers with simpler problems to be solved.
Cons
- We have missed some calls and missed some customers, as the system does not inform us of these requests.
- When we have requested help from technical support, they have not given us a timely response to the situation.
- The program is not as intuitive as we would like it to be, although with a little practice we adapted to it.
Most Important Features
- A very efficient chatbot that helps us solve common problems faster.
- Call-to-text recording function, so that no detail of the customer's requests is lost.
- Integrates all channels into a single software so that no important information or request is lost.
Return on Investment
- We can say that the staff works much better, more efficiently and faster, responding to customer requests and handling a greater number of calls.
- The investment that was used to purchase the software has been worth it, as we have kept more customers happy and more have come through the use of the software.
Dixa Omnichannel Contact Center CRM software easy to implement and improves customer experience
Pros
- Programming the system is like doing a visio flow chart
- Everything we want to implement is supported by the system
- Only 2 short outages in the last year.
Cons
- Analytics leaves a bit to be desired but you can export metrics and manipulate in [Microsoft] Excel
- Everything else is working great
Most Important Features
- Ease of programming. Special project can be programmed, tested, and implemented in under an hour.
- Put your consumers and channel partners in control with the flexibility you have with the tools in Dixa
- The support staff is tremendous. You can give feedback and it is acted upon quickly.
Return on Investment
- Improved consumer experience
- Improved channel partner experience
- Agent productivity and lower stress
Alternatives Considered
Zendesk Chat (formerly Zopim), Zendesk Explore, Zendesk Guide, Zendesk Talk, Freshdesk, Salesforce.com, NICE CXone (formerly NICE inContact) and Aspect CXP Pro
Other Software Used
Infor M3 (formerly Lawson Intentia), Qlik Analytics Platform, A2 Hosting
