FluentCloud vs. Unify Office by RingCentral, from Atos

I have tried a few programs over the years to record and track calls and this one is by far the best. Easy to use and more functions than I will ever use. I love the reporting options. There was one particular scenario that comes to mind where I was glad to have FluentCloud. I had a client that was really really angry, cussing, yelling, threatening suit, etc. because he had gone to an appointment almost 2 hours away and when he got there the woman told him that we forced her to schedule the appointment, that we were pushy and rude and she just wanted to get off the phone. Thankfully I found the recording and was able to prove to him that she DID schedule the appointment but she also picked the day and time, answered all of the questions and took absolutely no persuasion at all. Basically it was an easy close. The client couldn't believe it and still to this day he is my client.

Incentivized

If you are looking for a tool for Teams to use where they can keep everything together, then this will work really well. A complete package than tools such as WhatsApp or Skype for Business when it comes to documenting handling and more polished than the likes of Slack or HipChat for the team working and communication element.

Incentivized

• FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us.
• Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly.
• Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user.

Incentivized

• The mobile use of the platform is very powerful. To be able to answer a video call on your phone and them simply swipe when you get to your desktop to have a seamless transfer is impressive.
• The simple interface makes it easy for new users. There is nothing to make them feel overwhelmed.
• Keeping all the information in the threads of conversations makes it easy to find. There is also a search tool, so as long as you know what you need, you can look accross all your conversation to find the information you are looking for.

Incentivized

• There are times when calls are really garbled, there was a couple months there that we couldn't listen to any of the recordings because they were not decipherable.
• They changed something recently where now when you are listening to a recording and you hit pause it takes you back to the beginning when you start again rather than just continuing where you left off. That is a pain in the butt because I have to pause quite often for interruptions.

Incentivized

• We would like to see the ability to break out to Group video conferencing systems. We understand that this is on its way in a software update in the near future.

Incentivized

At this time there our research has found that feature for feature there isn't a better solution for our needs at this cost point. We have had great success and don't foresee a need to change

Incentivized

I have used others besides what is listed below but FluentCloud is by far the best I have used, especially when it comes to tracking and reporting call volume and production of our calls. Being a call center that is production based on call volume having something like FluentCloud is essential.

Incentivized

Each of the tools above does something well. We have found that the Unify solution simply does a better job of combining all the features of the other services. \easy to start using, while remaining a powerful tool is a tricky task to pull off, but Unify have done this and they have done it well.

Incentivized

• FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable.
• The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use.

Incentivized

• A shortening of timescales as information is not stuck on an internal server somewhere - we can include it as part of the thread. This also applies to updates and revisions. You automatically know which the latest revision is, as it is the most recent in the timeline.
• The relative cost of implementation is low and there is a wide range of solutions for phones and clients, from software based solutions running on desktop and smartphone or quality hardware to make your desk phone a powerful tool in itself.

Incentivized