MiVoice Business is a unified communications platform from Canadian Mitel Networks Corporation, for businesses with 5 to 65,000 potential users.
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Sprinklr Service
Score 8.0 out of 10
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Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand on their preferred channel for a consistent brand experience. Empowers agents with unified/360 customer view and…
As a phone system, MiVoice Business is absolutely fantastic. It's equipment and even virtual appliances are extremely stable. Simple auto attendants and making/receiving calls is where the strength is. Where is needs help is the Windows-based software. Upgrading this can be extremely difficult and it frequently fails for no reason. Services stop running and needs frequent reboots. The client has improved greatly with newer releases but can be buggy. Sadly, the old ways of a traditional desktop phone is dying and I think MiVoice Business isn't as good as some other options that provide more. The end user client just isn't as stable as something like Microsoft Teams or Zoom Voice that can provide a more stable soft phone experience.
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
I've used MiVoice Business at multiple employers. Once of them was moving from a very old Avaya PBX, another was with an NEC phone system that was slightly newer. MiVoice was far more easier to setup phones, setup users, manage voicemail, ETC. While we had consultants perform any upgrades with Avaya and NEC, MiVoice we did more collaborative with our support partner but we ran into far more issues with upgrades of MiVoice. My last 2 companies have discussed moving their phone system to Microsoft Teams and my current position they've already done that. All the issues with MiVoice relating to upgrades and issues with the Connect client are not existant with Teams. Teams is the bar, sadly MiVoice Business - while a very good product - falls short. They just haven't yet resolved issues that have long existed and in a pre-covid world it was OK. Now that people are displaced, the office environment has changed and end users are not isolated to a desk with a physical phone. MiVoice Business needs to catch up.
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
Improved self-support. Many customers are able to find answers to their questions without even posting to our community
Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
