If you have a highly bureaucratic organization that is heavily focused on procurement, Emptoris can provide some value. It seemed to be very good at linking the contract information to procurement for better spend control. If you are trying to implement a standalone contract management solution that allows you to easily create contracts and store them in a central location, this isn't the tool for you. There doesn't appear to be a simplified implementation. In general, when a SaaS solution has a complicated and expensive implementation, I am very skeptical. This does not show that the vendor is trying to move customers forward on a single code base. If that many things need to be done during implementation, you are starting to customize the solution for every customer. This hurts the vendor's ability to scale and make improvements in the future.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
Document protection - the Check Out contract feature is a great way to allow external parties to make modifications to contract language without the ability to accept those changes. Those redlines can then be imported back into Emptoris and reviewed or further modified as needed.
Notifications & reminders - you can trigger an email manually from within the system, or you can configure automated notifications andreminders to alert users when a new task is received or has aged a given amount of days, etc.
Interview wizard - there is a lot of value in the interview wizard. Administrators can configure screens with selecting options via check boxes, radio buttons, or typed-in values. Variables and conditions can be used to selectively populate fields within the contract or apply other options, making for a quick and convenient method to generate contracts conforming to corporate standards.
Field customization - administrators can customize a list of options for various fields including contract substatus, address type, and user created business term variables.
Approvals - many different options are available to configure approvals to trigger automatically upon presenting and/or executing the contract including specific individuals, one or more approver groups, or based upon various criteria including terms within the contract, type of contract, or the contract's owning organization.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Reporting, Emptoris comes with standard reports which can not always can be fit into our business. This needs to be improved. I hope Emptoris is addressing this issue in their latest releases.
Though the feature of editing language in MS word is excellent, loading MS word takes time.
There are a lot of new, exciting products coming out in every field and I believe that there is always something better right over the horizon. If it was my choice, I would review my usage of Emptoris and other software periodically to make sure I'm using the most efficient software possible.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The above rating for the overall support from Emptoris is for their product / product support, roll out training and refresher training / ongoing training, which is not only good but superior. There is no major or reconizable bad review that can be given to Emptoris at this point in time, from where is stands.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I am a fan of Ariba to be used for the entire lifecycle of Sourcing. From RFX's to cutting PO's. I feel Emptoris misses the boat on the idea of a "One Stop Shop" for all of your Sourcing/Purchasing needs
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable chat widgets to fit your brand, mobile responsiveness for all devices, and canned responses for common questions. The platform can also start chats based on visitor actions, like time on a page or exit intent. A real must for any leading company
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We won the 2005 Baseline Magazine Award for best ROI related to a technology implementation with an ROI 5544% (see 2005 Baseline ROI Awards, GlaxoSmithkline).
We always felt we could do "two times the work, with half the people and deliver double the savings".
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
