A contact center solution that had a good foundation but has struggled since the acquisition
Rating: 8 out of 10
IncentivizedUse Cases and Deployment Scope
Usage: Primary contact center solution for Inbound call volume.
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
Scope: We hand approximately 250K inbound calls per calendar year.
We "feel" like we have a fairly complicated phone tree (flow) that allows for features like:
- Auto-forward/transfer caller to an external number
- Provide self-help options and then disconnect caller or allow caller to return to previous menus
- Route to a customer service or technical support teams with their phone tree options for various speciality
- Outage alerts
- Overflow agents being added to queues
- Salesforce case lookup prior to caller being connected with agent
- Callback option for caller without loosing place in queue
Pros
- Phone tree options #1-9, plus # and *
- Recording 100% of voice audio calls
- Use of re-usable flows
- The integration of Skylight agent toolbar within Salesforce and the CxEngage phone system
- Setting custom SLAs at the tenant and queue level
Cons
- Unable to set SLAs on Groups of users, which is necessary when there are 3rd party vendor agents involved who are held to a SOW metric standard different than the home company agents who share the same skill/queue coverage
- v2 Historical Reporting does not feel like a step forward. Timeout issues, lag, inability to find reports/analysis nor who owns them when troubleshooting dashboards/analysis or what shared folder they are stored in. It's a big, unorganized mess on top of the crappy performance (I shouldn't have to run a 12 month report 4x, once per quarter, in order to avoid timeouts...especially for under 500K interactions)
- Knowledgebase is often outdated and articles are no longer applicable...data dictionary is a good example of outdate or missing information.
Likelihood to Recommend
CxEngage can handle some more complex flow options that other vendors don't seem to be able to do.
The integration for voice calls with Salesforce is a huge plus.
The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support.
Chat using Salesforce Live Agent worked fine enough.
The integration for voice calls with Salesforce is a huge plus.
The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support.
Chat using Salesforce Live Agent worked fine enough.
ER
Erik R Van Asch
Program Manager in Information Technology at Savvas Learning Company (1001-5000 employees)
Vetted Review
6 years of experience