- Integrated survey tools and reporting: wide selection of included reports and ability to customize
Logging all channel interaction in the same place gives us the ability to better determine FCR.
Ability to export records for archiving, or to query the DB directly.
I have used it for Three years.
We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again.
The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this.
We have not encountered any scalability issues; we are expanding its use to other divisions.
Customer service is very good. However, Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account.
Technical support is very good, especially once you learn the right language to get your requests heard.
We previously used a different solution. We switched because we needed to be able to offer omni-channel support and integrated knowledge.
Initial setup was complex because we needed extensive integrations with an outside system. The admin setup is straightforward.
A vendor team implemented it, in coordination with in-house SMEs; 9+ out of 10 for the vendor.
We underestimated how many seats we would use, because more teams requested access.
Being active on their forums is very helpful to innovating and problem solving.