Dixa

Dixa

Score 9.3 out of 10
Dixa

Overview

What is Dixa?

Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer...
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Recent Reviews

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Reviewer Pros & Cons

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Pricing

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Essential

$39

Cloud
per month per user

Growth

$89

Cloud
per month per user

Ultimate

$139

Cloud
per month per user

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.dixa.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $39 per month per user
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Product Demos

Experience Dixa, the next-gen customer service platform
03:07
Messaging for The Modern Customer | Dixa Messenger
01:50
Messaging for The Modern Customer | Dixa Messenger
01:50
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Product Details

What is Dixa?

Dixa is customer service software that aims to enable brands to improve the experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in a single platform to enable brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have context they can use to provide more effective customer service.

With customer recognition features, Dixa makes it possible to know customers the second they reach out. It displays each customer's conversation history with a business in a timeline as well as their order history. This ensures teams have the information they need to solve customer inquiries faster while delivering more personalized support.

According to Dixa, users pay for what they need and scale up or down without additional costs or effort.

All conversation types (phone, email, chat, Facebook Messenger, and WhatsApp) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting, and advanced routing.

Dixa boasts a simplified interface and setup to help enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers, and small businesses across the world, Dixa provides agents with tools to deliver better customer service, to drive a stronger bonds between brands and customers.

Dixa Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Dixa Screenshots

Screenshot of Conversations View: Add tags, write notes & transfer any conversation to another agent in seconds, regardless of channel (calls, emails, chats or Facebook messages).Screenshot of Conversations List: All conversations are updated dynamically in real-time so agents can see what a team is working on and which customers are waiting in queue without having to refresh. Utilize filters to sort by channel, assigned agent, and conversation status.Screenshot of Analytics: Analyze team performanceScreenshot of Organization: Add team members on the fly

Dixa Videos

Dixa: Product Demo
The all-in-one, relationship-driven customer service platform purpose-built to put agents and customers at the heart of CX.
Messaging for The Modern Customer | Dixa Messenger

Dixa Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll countries
Supported LanguagesArabic, Chinese (Simplified), Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer support for ecommerce and small businesses.

Dixa starts at $39.

Zendesk Support Suite, Freshdesk, and Gorgias are common alternatives for Dixa.
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Comparisons

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Reviews and Ratings

 (4)

Reviews

(1-4 of 4)
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Inés Prieto | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
This tool is allowing us to conveniently and efficiently serve all our customers through different channels, email, chat, and telephone. What I like is that it does not require any installation because it is cloud-based, so we can access the platform at any time and place with an internet connection.
  • It has the advantage of automatically creating new contacts, so we do not waste time creating them.
  • It has a very simple interface where you can easily locate customers and no communication is lost through any of the channels.
  • Its 14-day free trial has been great, as it had absolutely all the features, which convinced us to purchase the software.
  • I wish it had the option of call transcription so that you don't just have access to the recording.
  • We have had some problems when receiving calls, as they are forwarded instantly without allowing us to answer them.
  • We have also had problems integrating with social networks, we have not yet been able to integrate them.
This is software that has increased the performance of customer service employees because they work more comfortably with a simple to use software. There's almost no learning curve and has presented very few problems, so I recommend it.
  • It has call recording so as not to lose details of customer demands.
  • Its intelligent routing allows us to redirect calls to other agents and attend to more urgent calls.
  • It has ticket management to expedite customer requests and pass them quickly to the technical department.
Incident and problem management
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Self Help Community
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Multi-Channel Help
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  • Thanks to this tool we have been able to efficiently serve many more customers through different channels, making them much more satisfied with our services.
  • Customer service agents work in a much easier way, we serve the customer better and the calls and demands are resolved quickly.
Noah Miller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We have noticed numerous representative benefits in terms of updates and customer service since we first began using the software. We are confident that Dixa will continue to embrace the market with its daily enhancements, allowing us to continue to provide quality service and efficiency to our customers within the organization. In terms of business care, this software represents a complete shift in the demanding responses to customer needs. Programming in Dixa reminds me of programming in Visio; it was very simple because it didn't require a lot of technical expertise to implement a diagram that would show our customers an experience with the desired features.
  • We've been using Dixa software for over three years and are very proud to have it in our organization.
  • Because Dixa manages them all together, we can control the problems that arise when we find ourselves managing the existing sources of communication in the organization separately.
  • It can be difficult to communicate with some of the numbers in our customer data at times, but Dixa's response team has always been available to help.
  • Dixa's software is constantly being updated to meet the needs of its users, who are its primary source of revenue.
Dixa may be a more cost-effective cash flow program than other programs used in our organization. Dixa does not require us to change our phone number when using the application because it is adaptable to our current number; the Dixa team handles the interface by quickly adding our phone number to their system. Despite the significant additions and updates to Dixa, our company is very pleased with the results obtained so far.
  • When the need to communicate arises, we have everything at our disposal.
  • The cost of investment is very manageable for both small and large businesses.
  • They provide round-the-clock customer service to handle our complaints, inquiries, and problems.
Incident and problem management
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Self Help Community
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Multi-Channel Help
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  • We must pay close attention to the regular updates that are released so that their implementation does not become difficult.
  • You can be confident that you will achieve the desired results for your users thanks to the platform.
Dixa demonstrates that it is much easier to use than similar products; it also has a free license for testing before purchasing a product; Dixa currently seeks to cover market demands through daily updates, and it allows us to make an implementation by migrating the existing data on the platform used to Dixa without major conflicts.
Jason Terrick | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
It has made our job much easier when dealing with customers, either via chat or calls. It has an automatic call distribution system that allows us to respond to our users' requests more efficiently and without making them wait so long.
  • The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
  • The pre-recorded greeting is a good way to keep the customer waiting to be answered.
  • The chatbot feature is perfect for customers with simpler problems to be solved.
  • We have missed some calls and missed some customers, as the system does not inform us of these requests.
  • When we have requested help from technical support, they have not given us a timely response to the situation.
  • The program is not as intuitive as we would like it to be, although with a little practice we adapted to it.
In our company, we could notice how employees work faster and more fluently, how communications with customers improved enormously and how problems and claims could be solved without inconvenience in record time, thanks to the many tools and functions that Dixa has.
  • A very efficient chatbot that helps us solve common problems faster.
  • Call-to-text recording function, so that no detail of the customer's requests is lost.
  • Integrates all channels into a single software so that no important information or request is lost.
Incident and problem management
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N/A
Self Help Community
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Multi-Channel Help
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  • We can say that the staff works much better, more efficiently and faster, responding to customer requests and handling a greater number of calls.
  • The investment that was used to purchase the software has been worth it, as we have kept more customers happy and more have come through the use of the software.
Kevin Tucker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Dixa is our omnichannel contact center software and CRM system. We use it to support our channel partners and consumers. We use telephony, chat, and email channels. We utilize Elivio knowledge base to enable consumers to self serve 24/7. Our consumer and channel partner experience has improved due to Dixa abilities. The inside sales team gets the channel partners they support 85% of the time due to the way we can identify and route the inquiries to the ISR who primarily supports that channel partner. The consumer experience improved by implementing callback that has reduced the abandonment rate by 10%. Routing of email by keyword search and queue and agent priority gets the inquiry to the best resource. First reply time has improved 25%.
  • Programming the system is like doing a visio flow chart
  • Everything we want to implement is supported by the system
  • Only 2 short outages in the last year.
  • Analytics leaves a bit to be desired but you can export metrics and manipulate in [Microsoft] Excel
  • Everything else is working great
Any contact center. When you do not want to invest in a CRM system Dixa will allow you to capture contacts and the history bar gives you a view of all interactions with that contact. When you want to enable your website to help customers 24/7. When you want to support all channels your customers want to use.
  • Ease of programming. Special project can be programmed, tested, and implemented in under an hour.
  • Put your consumers and channel partners in control with the flexibility you have with the tools in Dixa
  • The support staff is tremendous. You can give feedback and it is acted upon quickly.
Incident and problem management
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Self Help Community
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Multi-Channel Help
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  • Improved consumer experience
  • Improved channel partner experience
  • Agent productivity and lower stress
Value proposition was by far and away the best. Any other system that had the features was much more expensive. The ease of programming made start up cost almost non existent. You have the ability to modify programming easily and do any special projects that invariable need to be accomplished by customer care.
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