When evaluating Contact Center Platforms, what aspect do you think is the most important to look for?

PeerSpot users compared the pricing plans of various Contact Center Platforms, but only after considering other key features: the highest ranked considerations included open standards to allow for simple integration, user-friendly interface usability, and number/quality of features. Reliability such as call drop rates and security also ranked high as features that should be included in a quality Contact Center Platform. Intuitive call routing, customization, and reporting were also mentioned...

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reviewer1900206 Works at ULTATEL · Answer 1 · 2022-06-29T13:54:34Z

reviewer1900206

Works at ULTATEL

Vendor

Jun 29, 2022

Price, features, and reviews on the platform.

reviewer1511307 Marketing Specialist - Gcr at CloudTalk · Answer 2 · 2021-02-16T15:03:51Z

When thinking about call center software, there are several aspects important to any business I would highlight:

#1 Great call quality

#2 Possibility to choose phone numbers from different countries (according to markets I operate on)

#3 Integration with my existing CRM and helpdesk system is a must

#4 Well-working features like call recording, IVR, call routing, user-friendly call flow & workflow automation builder, etc.

score 0 · Answer 3 · 2016-04-08T15:11:34Z

it_user419148

Sr. Manager, Head of Customer Interaction Management Europe at Cognizant

Real User

Apr 8, 2016

Customer needs

score 0 · Answer 4 · 2016-04-06T11:48:37Z

it_user419241

Manager Nederland at a tech services company with 51-200 employees

Consultant

Apr 6, 2016

The need for real omnichannel with integrated reporting for integrated customer-historry and customer experiences.

Waqas Amin Sr. Cisco Collaboration Presales Engineer at IST Networks · Answer 5 · 2016-01-25T13:03:25Z

WA

Waqas Amin

Sr. Cisco Collaboration Presales Engineer at IST Networks

Consultant

Jan 25, 2016

1- Open Standards (for integration) 2- Usability 3- Price 4- Security

it_user371628 Senior SAP CRM Consultant at K2 Partnering Solutions · Answer 6 · 2016-01-18T07:13:34Z

1. Reliability (Call drop rates etc.), 2 effiency and Usability (queues, Hot/ cold transfer , hold , supported channels etc. ) ,3. Reporting and ease of Integration .

it_user361701 QC/QA lead at a comms service provider · Answer 7 · 2016-01-13T01:59:31Z

it_user361701

QC/QA lead at a comms service provider

Vendor

Jan 13, 2016

Intelligent calk routing features, user interface, customized ability, integration, price.

it_user363888 CEO & MD at a tech services company · Answer 8 · 2016-01-01T18:49:11Z

Integration capability, customisation ability, user friendliness, lightweight application , price per license

score 0 · Answer 9 · 2015-12-11T04:31:42Z

it_user354648

Managing Principal - Global Director at a consultancy with 51-200 employees

Consultant

Dec 11, 2015

User-Interface is #1. Customization ability #2. Integration #3. Price #4.