TrustRadius
Birst Review 38 of 95
"Birst Review"
https://www.trustradius.com/business-intelligence-biBirstUnspecified6.8178101
Martin Hollænder profile photo
February 14, 2018

"Birst Review"

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Birst

We use Birst as a value based SaaS platform for our contact center customers. We have more than 75 customers with 110 users on our Birst appliance.

They get a BI platform where they can enhance the value of the Miralix contact center solution.
Birst covers, among other things,
  • Queue performance
    • Workload per hour / quarter-hour
    • Lost call overview
    • Service level rate
    • Answer call rate
    • Customer wait time overview
  • Agent performance
    • Work time overview
    • Agent behavior
    • Department / address / region performance
  • The multi-tenant capabilities of the product is really great.
  • Its relatively easy go get started with the product.
  • The support is great.
  • Its fairly complex for "normal" users to master/use the product (normal being supervisors, IT professionals etc.).
  • The administration part of the product could be better, easier to use and manage.
  • Ability to meet corporate data standards such as scale and security
  • Ability to do ad-hoc analysis and scheduled reports
We manage to get a SaaS platform running for our contact center customers. However, we only have a handful of active users out of 110, so the user involvement is lower than we wanted.
Good multiple data sources features. However, the data connectivity tools need more work. It could be easier to manage.
If you need a end-to-end BI product with a lot of features and capability for making custom reports, Birst is great. However your company needs to be of a certain size and there are a lot of other similar products out there that are at least as good. An important note is to try different products, really be clear on that you need and not choose Birst lightly.

Birst Feature Ratings

Pixel Perfect reports
8
Customizable dashboards
8
Drill-down analysis
2
Formatting capabilities
10
Report sharing and collaboration
10
Publish to Web
8
Publish to PDF
8
Report Delivery Scheduling
10
Multi-User Support (named login)
10
Role-Based Security Model
8
Multiple Access Permission Levels (Create, Read, Delete)
5
Responsive Design for Web Access
8