Dixa vs. SAP Service Cloud

Dixa may be a more cost-effective cash flow program than other programs used in our organization. Dixa does not require us to change our phone number when using the application because it is adaptable to our current number; the Dixa team handles the interface by quickly adding our phone number to their system. Despite the significant additions and updates to Dixa, our company is very pleased with the results obtained so far.

Incentivized

It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.

Incentivized

• The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
• The pre-recorded greeting is a good way to keep the customer waiting to be answered.
• The chatbot feature is perfect for customers with simpler problems to be solved.

Incentivized

• SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
• It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
• The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.

Incentivized

• I wish it had the option of call transcription so that you don't just have access to the recording.
• We have had some problems when receiving calls, as they are forwarded instantly without allowing us to answer them.
• We have also had problems integrating with social networks, we have not yet been able to integrate them.

Incentivized

• Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
• Slow loading of the pages as compared to other consumer tech softwares we use
• Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

Value proposition was by far and away the best. Any other system that had the features was much more expensive. The ease of programming made start up cost almost non existent. You have the ability to modify programming easily and do any special projects that invariable need to be accomplished by customer care.

Incentivized

We went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.

Incentivized

• We must pay close attention to the regular updates that are released so that their implementation does not become difficult.
• You can be confident that you will achieve the desired results for your users thanks to the platform.

Incentivized

• positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
• negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.

Incentivized