Likelihood to Recommend 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.
Read full review Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
Read full review Pros 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. Read full review Fairly simple GUI designer tool to define the Contact Flows. There are only a few elements, but they aren't many Design Widgets types, but just enough to get you started to the majority to the use cases you might encounter. There are plenty of opportunities to improve and enhance, but considering how "young" the product is, I think Zoom did a good job to provide a good Contact Center solution for the entry-to-medium level customers/users without needing to have a dedicated Contact Center resident expert to take care of the solution. The way the Queues are define, embeds in a fairly simple matter many of Call Handlings Contact Flows design like Timers, Overflow handling, Callback keeping the position in the Queue handling, etc. These things are defined directly into the queue so you don't have to build the logic for it into the Contact Flow design itself. That includes in many cases prompt handling and timers. Their Low-Code/No-Code motto comes handy when it comes to embed Chat Engagement Channels into Web Pages, where embedding a simple "iframe little piece of XML definition to call a JavaScript Applet" into a Web Page is all that is needed. Having the "Contact Center App" just embedded into the Existing Zoom Client App is another plus I see: Agents that are force to wear "multiple hats" handling regular phone calls and Contact Center calls, don't have to waste time switching apps, other than the productivity ones so it is one less App the Agents and Supervisor need to worry about. Read full review Cons 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. Read full review The Teams dashboard for monitoring agents needs some customization options. Friendly names, I would like to be able to name a number and when it rings you can see the name of the number. Point flows at flows would be nice, instead of flows to queues only. Read full review Alternatives Considered 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.
Read full review There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons
Read full review Return on Investment It has a low initial CAPEX It has low maintenance The manufacterer support can be a considerable cost. Read full review We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us! We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc. We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software. Read full review ScreenShots