Jive Software, part of the Aurea family of customer experience solutions, provides the gateway to an organization's most important assets – its knowledge and people. Jive's interactive intranet solution promises to connect people, information and ideas to help businesses outpace their competitors. The vendor says the product has more than 30 million users worldwide across every industry, and is consistently recognized as a leader by top analyst firms.
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Zoom Contact Center
Score8.9 out of 10
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Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
It's definitely worth considering Jive for the type of application we've developed i.e. a central shared repository for all employees to host and discuss information. I can't say I have ever used a superior tool, but they may exist. I'm just not sure I would want to use it exclusively for file hosting, though. It does integrate with various other tools, so perhaps it would be fine if used in conjunction with another tool for that purpose.
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. TR verified that a representative sample of customers was invited. More Info
At our company, we launch a new property project and receive many customer inquiries in a single day. Zoom contact center helped our team manage all calls and follow-ups properly without missing leads. It is very useful for handling customer communication. During peak hours, some agents face call delays, making it a bit difficult to track reports quickly.
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
Presence of Russian language (localization can be independently established)
You can configure several information tapes with different themes. One for work, the second for communication
A newly-arrived network user immediately receives a prepared block for beginners. After completing several game tasks, the user will receive the basics of using Jive.
There is a template for each scenario. There is even a template for planning R&D, and there are more than twenty of them.
Integrates with MS Office, Google Drive, Google Docs
There are all platforms (even Winphone and blackberry)
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
AI-powered self-service - customers can interact with our virtual agents and get answers to common inquiries, which ensures fast resolutions.
Better omnichannel support ensures our agents have an easy time managing customer interactions across chat, voice, and SMS.
With Zoom Contact Center in place, we have realized increased agent productivity thanks to its AI features and its ability to integrate with our CRM tool.
The advanced routing and insights ensure that customer issues head to the right customer agent depending on skills.
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 integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.
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
There are always external factors that can impact this decision but currently, the Jive platform is maintaining its lead in the market place in this area. If the innovation in this space by Jive continues, then this number will remain high. Integration with other systems and adaptability to changes in the market or in client needs will also make this decision hard to predict more then 6 months into the future
We are very likely to renew Zoom Contact Center because it has been a stable and reliable solution for our organization. It fits well within the broader Zoom ecosystem that we already use, including Zoom Meetings, Zoom Phone, and Zoom Chat, which creates a more seamless experience for users and reduces complexity. The product quality has been strong overall, and we have also had positive experiences with Zoom’s customer service. While there are still areas where reporting and certain features could improve, the platform has delivered enough value in usability, stability, and integration to make renewal likely.
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
It was harder to use that expected. The admin needs to be code savvy to truly customize the system. And users need to trained on the system and the setup. Trainings and monitoring need to continue to enforce use.
Usability is one of Zoom Contact Center's strongest selling points. It feels like a natural extension of the Zoom platform rather than a bolted-on contact center tool, which made adoption across our team noticeably smoother than previous system rollouts. Zoom Contact Center is clean, intuitive, and easy to navigate for both agents and administrators. For organizations already using Zoom, the learning curve is minimal.
Uptime was OK. But there was one day that the system crashed for a whole day. Our company was unable to operate. And all the plugins to word/excel froze causing those systems to freeze.
Jive posted a statement to the media saying all customers were up, but we were not.
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
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
They did an OK job when I needed them. Except for the one day the system went down. Jive pointed the finger at the hosting company, and the hosting company pointed the finger at Jive. No reliable information came to us.
We have had a positive experience with Zoom Contact Center support overall. Support has generally been responsive and helpful, and our interactions have given us confidence in the product and platform. In addition to the support experience itself, the product has been stable and reliable in day-to-day use, which helps reduce the need for frequent support involvement. When support has been needed, the experience has been solid enough to reinforce our overall positive view of the platform. For those reasons, we would rate the overall support highly, while still recognizing there is always room for improvement.
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
Jive online training is there. It is OK/average. I feel some other companies are doing better. It is not a piece that is required to have a successfully implementation, but it could be useful to improve it
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 implemented Zoom Contact Center myself, and overall the process was straightforward. The platform was relatively easy to configure, and it did not require an unusually large amount of internal support or complexity to get up and running. One of the advantages during implementation was how well it fit within the broader Zoom environment, which helped reduce friction and made the setup feel more familiar. In our experience, the implementation process was manageable and efficient overall. There is always some room for improvement, but the implementation was smooth enough that I would rate the experience highly.
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 had a Google phone number set up before and Jive was a lot better option than that. It is more consistent and can be configured much easier and with more advanced settings. Additionally, based on the pricing as well as working with the rep on our account, it was a perfect option for 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
This tool has enabled us to identify each user's needs across our various communication channels. It has also facilitated a direct point of contact with Zoom’s technical support team, allowing us to document and escalate any situation requiring specialized assistance, which is the primary reason we chose Zoom. I would recommend it to any colleague or company, as it offers a wide variety of tools, and—now, with the integration of AI—the level of service has improved significantly.
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
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
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
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
reduce amount of files/documents scattered & lost across shared drives
increased discovery, awareness and interaction of historically more separated individuals & team functions across the organisation
from an IT perspective, we've benefited from improved IT operations (e.g. troubleshooting info shared and easily searched/found with all team members - such that even junior team members can solve technical problems outside of business hours, lessening the burden for standby/call-in for more senior team members)
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
