Cisco Business Edition 7000 (discontinued) vs. Pop vs. Sprinklr Service

Cisco business edition are well suited for the environment where we need regular communication as they are easy to dial and has got great features. The product is well suited for both small business and large enterprises. Speed dial, good voice quality are key features of Cisco phones. They are not well suited in scenarios where we do not have LAN connectivity or internet. Sometimes we may face latency and jitteriness which is not good.

Incentivized

• Pair development
• Knowledge Shares
• Bug-reporting and explanation
• Audio/voice integration WITH video share
• Makes gaming very fun
• Copy/Paste works flawlessly from my computer to another screenhero users computer.
• Screenhero works with screen-recording software, so not only can I pair-develop, I can take video of a pair development session.
• I can't think of any reason why Screenhero wouldn't be suited for any situation. I would say that they need to bring back the option for a native app capability outside of the slack app like they did during the Slack merge transition.

Incentivized

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• The platform supports up to 5,000 users connected at the same time in voice and video calls.
• Everything is virtually deployed on Cisco servers with reliability.
• Intuitive configuration and user-friendly web interface.
• It has several types of IP phones and is compatible with legacy and multi-brand hardware with SIP protocol.

Incentivized

• EASY! A simply to use and understand UI cannot be understated. I needed no additional training and did not need to reference and support documentation to pick up and use Screenhero with my team. It's easy to add new folks to connect with, easy to call them, easy to end the call, and so forth. I would liken the UI to a more sleek Yahoo Instant Messenger (for those who remember that service!).
• Painless. I rarely ever had connectivity issues or grainy audio/video quality. When I did occasionally encounter that (rough guess maybe 1 in 20), it usually cleared itself up after a few seconds. I think it's only ever "locked up" on me twice, meaning I had to disconnect and reconnect in order for the issue to be resolved. Overall, a painless experience.

Incentivized

• Automated routing to appropriate teams
• Automated notifications for certain types of content or posts from certain users
• The reporting options are fantastic.
• We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.

Incentivized

• More cloud based services need to be added to the default service package.
• Companies frequently require a small contact center within the UC environment. It would be nice to see a build it contact center in the box.
• It would be nice to see some advanced AI based services (IVR voice recognition service) in the BE7K application list.
• Call recording should be also built in.

Incentivized

• I'm not sure how to sign up right now. I guess until it's integrated into Slack as a full-blown feature it'll stay like that.
• Most probably it'll be monetized as an extra feature.
• This is true for most of the remote management solutions: security concerns. Slack had some break-ins in the past, giving remote control to your computer can be dangerous.
• Another issue which is problematic for similar product too: watch out if there's an extra remote server is involved. Say you and your client you want to guide with Screenhero both log in to a remote server through RDP. Both the RDP and Screenhero capture hotkeys, and depenfing on if your other peer logs into screenhero on the server itself or his machine, things like copy-paste won't work because the RDP is interfering with the remote management software.

Incentivized

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.

Incentivized

I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

Our customer support team went through in-person training. I am not unable to rate.

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

Looking at the feature sets and customer experience overall it's a good investment to make. It provides insights and also gives needed reports and statistics.

Screenhero being acquired by Slack was honestly the primary reason we selected it over TeamViewer. Our organization is heavily invested in Slack's enterprise solution, so choosing Screenhero was a pretty easy decision. On top of that, Screenhero delivers very well on its core competencies, so there doesn't seem to be a very good reason to not use it given its relationship with Slack.

Incentivized

First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr

Incentivized

• It has allowed for mostly smooth communication from department to department/office to office.
• It allows for saved phone # / last contact to appear quickly.
• It has allowed for safety warnings/announcements to emerge all across every office so that everyone within the organization is on the same page about events when they occur.

Incentivized

• Easier way to have conversations! It's quick and simple.
• Skip the toneless slack conversation and hash it out over ScreenHero!
• Screen sharing has been very beneficial.

Incentivized

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized