Collab OneContact CC vs. OpenText CX-E Voice

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.

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OpenText CX-E Voice has been a solid and reliable application and a valuable component of our voice infrastructure. Support has been consistently excellent.

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• Call Flow, ACD and IVR.
• Dynamic platform with the possibility to integrate with the client existing solution.
• Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.

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• Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
• IVR is another well thought out tool.
• Ability to distribute calls is top notch.

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• The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
• The email module needs a little more work.

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• Pricing Tier
• Glitch during call sometimes.
• Regular enhancements for every release.

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Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

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CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching). OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution. Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.

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We choosed OpenText TeamQ instead of acmatel CCS because of its simple nature. Acmatel CCS was having limited feature with call tracking support. Also, OpenText TeamQ is one of the better tool when you consider the fact of consistency in calling support. I am totally grateful that I had choosen this tool for our business demand.

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• It has a low initial CAPEX
• It has low maintenance
• The manufacterer support can be a considerable cost.

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• Supervision can work remotely.
• We do not need to invest in new computer telephony.
• Global employee can be connected to the same interface.

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