Siebel Contact Center Competitors and Alternatives

Read reviews of Siebel Contact Center competitors and alternatives
Add trevorl
Real User
Salesforce certified system admin at a cloud provider with 51-200 employees
Aug 03 2017

What is most valuable?

Multiple editions available and all cloud based. Have recently began working with the new interface called Lightning and feel that its a great improvement to the "classic" version.

How has it helped my organization?

* The entire organisation is now on the same page, with one source of truth. * Forced people to become compliant in reporting and updates - if its not in Salesforce it did not happen. * No more "versionitis", data, reports all in once central... more»

What needs improvement?

The only time I have ever been upset with Salesforce was when I failed my certification exam. I thought to myself "Why do they make the exam so hard ? Why is the training so expensive ?" Now that I have passed I am grateful that it was a... more»
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Freshworks
82224efe efb1 4141 a339 45a2fb8539d3 avatar?1446803386
Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
A18c3d87 f566 47ba 9bae 99ecfb85cad4 avatar?1453898002
Real User
IS Manager at a manufacturing company with 501-1,000 employees
Jun 27 2016

What is most valuable?

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

What needs improvement?

* I would like better tracking of cases with SLA overdue (including "soon overdue"). * Emailing from the product has its limitations. * In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below: * No ability to paste pictures from clipboard.... more»
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vtiger
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Reseller
Director of Operations at Armada Cloud
Nov 22 2016

What is most valuable?

Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend.

How has it helped my organization?

We've centralized our CRM, asset management, and ticketing into one interface that includes user portal access.

What needs improvement?

The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules. However, modules and plugins fix a lot of these issues. Users these... more»

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