MiContact Center vs. Socialtext (discontinued)

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.

We use Social Text as a platform to air our issues with different departments. We voice our concerns and suggestions so we can help find a solution to the problems we incur on a daily basis. We need to have social text as an app so we can communicate in real time not only during work hours.

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• Version history - Always keeps the edited versions and one can revert back any time
• Creating and Editing an article is very easy and intutive
• Sharing the articles with peers

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

• Search needs a ton of improvements. It was very slow a year ago
• Search result quality was also not that good
• I know they have improved their UI recently but when i used it last year it did not really have any design elements which could be used to make the articles look more presentable. It was important for us as we used it for external communication as well.

We have a lot of info in Socialtext already. It would be hard to get all that info out and port it to a different system

- 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.

I frankly like Confluence better than socialtext because of the speed and the quality of search. They also have better design elements which can help make the articles pleasant to the eyes.

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

Incentivized

• We get solutions to concerns much faster
• We promote interactions with the other depts
• We listen and have discussions