IFS Customer Engagement vs. OpenText CX-E Voice

There is genuinely not a lot to dislike about the application. Maybe it's due to legacy implementations and updates, but sometimes the request for service from the suppliers can take too long and is drawn out. IFS Customer Engagement is helping us to make sure we're able to get the right parts to the right resources with appropriate skills for each request. This saves time on resources in planning and optimization of routes. IFS has also allowed connecting to supplier APIs to be able to do real-time stock checks and order to enable us to reduce stock levels to the minimum levels whilst still hitting key targets.

Incentivized

Independently Invited by TrustRadius

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

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

Incentivized

Independently Invited by TrustRadius

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

• Strong Supply Chain Module.
• Asset Management Process is well addressed.
• IFS Manufacturing Module.

Incentivized

Independently Invited by TrustRadius

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

• 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.

Incentivized

Independently Invited by TrustRadius

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

• Quick response on emails is sought, chat staff sometimes takes time.

Incentivized

Independently Invited by TrustRadius

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

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

Incentivized

Independently Invited by TrustRadius

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

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

Incentivized

Independently Invited by TrustRadius

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

IFS Customer Engagement allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention. IFS Customer Engagement is working throughout the organization in different roles and it is being rolled out to additional countries as part of a replace and enhance strategy.

Incentivized

Independently Invited by TrustRadius

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 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.

Incentivized

Independently Invited by TrustRadius

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

• Increased the customer satisfaction.
• Increased the capacity and the effectiveness of the support agent team.
• Decreased the time of managing and administrating the call prioritizing.

Incentivized

Independently Invited by TrustRadius

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

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

Incentivized

Independently Invited by TrustRadius

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