Atos Unify OpenScape Voice vs. MiContact Center

We have used 3rd party companies who have set up Unify for our customer sites and often it goes well. From a network perspective we often don't need to get involved too much and the set ups are often straight forward. This prevents us having to allocate engineers to new implementations.

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

• Good integration with other system
• Smart features and web applications
• Good cloud and non-cloud options

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• Phone application could be improved
• Troubleshooting can be difficult
• Can rely on a solid network and internet connection

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

Clients seem to understand new feature sets early on and we don't have to allocate too much time to training. This creates a low learning curve across the board which can be essential when implementing new communication methods. The call quality and application support is generally very good and we don't have many calls logged for issues.

As we predominantly have a cisco environment we have used Cisco VOIP solutions in the past, which obviously integrate very well, however Unify does an excellent job at integrating into our networks with out problems and doesn't require too much manual configuring or changes.

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

• Ease of use gives clients peace of mind
• Easily customisable
• Administratively very convenient

• It keeps all side of our company connected
• Helps facilitate remote work

Incentivized