Convirza vs. NICE Engage Platform

If you want to track specific campaign responses via phone this is the perfect solution, especially if you don't want to wait for someone in IT to program a number for you. There are better sales coaching and monitoring packages and this doesn't try to be that, but it does provide some valuable feedback in that arena.

Incentivized

If you need a customer communication tool that has almost all the functionality out of the box this program is for you. However now that other services have more AI capability we are changing to a new service that will reduce the workload on our agents and allow us to automate many customer interactions. The pricing of another service is also more varied based on usage and our current inflow is lower than before so our cost should drop with that decreased communication

Incentivized

• Allows clients to track & even listen to all the calls that come in through call-tracking.
• Once you understand how it works, the interface is very easy to navigate to pull up client reports.
• It is an excellent tool to keep track of the response advertisers are getting when contacting them for resigns.

Incentivized

• Great call recall and review tools.
• The dashboards are simple to set up and monitor
• Data is readily available for all interactions

Incentivized

• Dynamic call tracking

• Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
• The cost is more expensive that some comparable options
• Texting functionality is somewhat limited and seeing the text history is also lacking.

Incentivized

The tools for managers are very straightforward but the useability for the agents could be simplified or put into more common terms. Some of the setting phrases could use some explanations or reorganization. There is also little troubleshooting ability we can do when and agents has an issue besides force logging them out and having them log back in

Incentivized

Convirza has all of the features that I need, and I'm not paying a premium for features that I do not want. It is more affordable and easier to implement than the other solutions I have tried. Customer service has also been better--you don't feel like you are just sending a ticket to an anonymous employee.

NICE Engage Platform has way more functionality than Simpletext and it allowed us to have calls and texts handled by one system rather than having to use two separate tools. NICE Engage Platform also allowed us to launch web chat functionality for those visiting our website. There was also no way with Simpletext to see what agent was responding to each text. It was a freeforall in the inbox. No integration into our CRM either.

Incentivized

• It's allowed me to show value to my clients ensuring good, lead-generating campaigns are being continued by my clients.

Incentivized

• Documentation of our communication was much improved compared to our previous service
• The ability to distinguish interactions between departments had a large impact on response times for customers.
• We have 15,000 customers and were able to handle roughly 3,000 interactions per week with them as well as future customers.

Incentivized