MiContact Center vs. Rakuten Viber

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

As mentioned previously, it is easy to use and access since the you can chat, send voice memos or stickers in a conversation. So in overall it's very entertaining. But throughout that, the audio quality can seem to be a bit off. (Could be personal headset issue) Overall that is the only issue that is present or consistent.

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• Call forwarding
• Voicemail
• Detailed contact list

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• Viber is a cross platform product. It does not matter if someone uses Android or iOS device, it will work exactly the same.
• Also the desktop version is very good. You can switch between the desktop and mobile versions within a conversation and see updates right away.
• It's a very international product. It has been available for very long time, which makes it very wide spread - it has a good user base.
• You can see the status of your messages.

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• Can be little economic
• Hustle to find the right analysis
• Support can be improved

• When someone sends a file in Viber, the program automatically saves it in your phone memory. This means that you must delete them manually and it really annoys me, as it takes a lot of time to do that.
• It contains enormous amounts of adds.
• There is file sharing limit.

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I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.

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- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

End-to-end encryption scrambles my messages and delivers them as a scrambled code to my friend's device, whether mobile or desktop, so that only their device can decode them into plain text. If my friend's phone is turned off or they don't have access to the internet, my message will be stored on Viber's servers (for a limited time) until their device is ready to receive it.

Because Viber can't access or read my private conversations in the first place, Viber can't sell them.

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• It keeps all side of our company connected
• Helps facilitate remote work

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• Viber saves me financially since I am now able to communicate with my international clients for free.
• Viber helps keep my clients engaged by the fact that I can so easily share photos, which is important as a freelance photographer.
• Viber allows me to make my messages to clients appealing in a visual way, which I have noticed helps drive actions of my clients, such as remembering to book their next session or pay for their photo order.

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