Google Hangouts (Classic) vs. OpenText CX-E Voice

Had I completed this review a couple years ago, I would have given a rating of 9 or 10 as Hangouts (Classic) is an excellent product. However, now that Google Chat has succeeded Hangouts, I would not recommend that any new users begin using it where other more modern options are available. Android users who want an internet based instant messaging that also supports calling and video calling could benefit from using Hangouts (Classic) as Google Chat requires the user to also have Google Meet installed to make video calls and there is no voice only calling option.

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OpenText CX-E Voice has been a solid and reliable application and a valuable component of our voice infrastructure. Support has been consistently excellent.

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• Google Hangouts (Classic) is embedded within Gmail's scheduler, so setting up the link is as quick as a click of the button. It's a one-step process.
• Google Hangouts (Classic) is user-friendly and [has] features to share screens easily.
• Google Hangouts (Classic) is much easier to use than its competitors.
• Google Hangouts (Classic) have [a] good connection time and there are few glitches.

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• Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
• IVR is another well thought out tool.
• Ability to distribute calls is top notch.

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• I would like to see improved video support, so that saved videos can be sent back and forth via Hangouts more easily, without having to start a separate meet chat
• More pronounced notifications of messages would be helpful; pop up notifications are good, but once there is one, additional messages do not pop up
• Custom muting times would be great, so that if I am in a 90 minute Zoom meeting, I can set it for that time; right now, it is 1 hour or 2 hours. Easy to forget.

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• Pricing Tier
• Glitch during call sometimes.
• Regular enhancements for every release.

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The tool is almost self-implemented. It is likely to be available in every pc or mobile device a user or potential user might have, and all you need to do is adding the company's account and you are done. Once you are setted up, you have almost all actual communication methods available in one tool

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Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

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Google Hangouts works great and does not require a lot of work to troubleshoot. Everything is simple and easy to use. Google provides all of the tools that one requires to utilize Google Hangouts and any information can be found in the built-in help tools. There is also a forum for users to report issues and typically, Google responds well and will try to work out any issues.

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Google is the white cotton socks of the conferencing world. It’s a great ad-hoc tool, but not too much more. If you are not looking to spend money or operate completely on WiFi (without data charges), it’s a great free option as well. The benefit of being free and open is also the liability. It doesn’t have a great integration story with other corporate tools, but [it doesn’t have to] if you aren’t looking for that. All in all, it’s as helpful and ubiquitous as a public payphone…without the pay…and with a video capability.

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We choosed OpenText TeamQ instead of acmatel CCS because of its simple nature. Acmatel CCS was having limited feature with call tracking support. Also, OpenText TeamQ is one of the better tool when you consider the fact of consistency in calling support. I am totally grateful that I had choosen this tool for our business demand.

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• I believe it was part of the google suite that was purchased. It was worth the cost as it was cheaper. I believe it is now free, but also becoming deprecated. It is much better to use Teams, Discord, Telegram, etc. Google does not provide enough support or features to make using hangouts worth it these days.

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• Supervision can work remotely.
• We do not need to invest in new computer telephony.
• Global employee can be connected to the same interface.

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