Overall Satisfaction with Birst
We use Birst as a value based SaaS platform for our contact center customers. We have more than 100 customers with 130 users on our Birst appliance.
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
- IVR performance
- Cost-Benefit Analysis regarding ad-based campaign numbers
- Closed hours analysis
- The multi-tenant capabilities of the product is really great.
- Its relatively easy go get started with the product.
- The support is great.
- The flow of new features and improvements are constant.
- The customer success program is good.
- 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.
Logi Analytics are more easy to use and to make ad hoc. How ever it did not meet our criteria regarding multi tented capabilities.
Infor Birst Feature Ratings
Additional Questions on Birst Capabilities
Using Birst
4 - Support on a end user and supervisor level.
2 - We have a IT supporter to make sure the appliance server is running and a Birst consultant that makes sure the Birst connectors are running as scheduled.
- Are our customers callcenter performaning at a queue level
- Are our customers callcenter performaning at a agent level
- Get a structural overview at our customers contactcenter
- Birst have enabled our customers to send filter based reports, keeping the number of required reports low
- For our own CRM system
- On iOS and Android
- As embedded web page in our Contactcenter supervisor
- As a dashboard
Yes - A product named Infosuite, it has no multi tended capabilities and was very slow regaring to ETL, disk usages etc.
- Price
- Product Features
Multi tended capabilities.
Birst Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response | None |
No - I don't think it is a option.
Yes - Yes
One time I had a system meltdown in a weekend and the support guys in India was wery helpfull and eager the get us up and running again.
Using Birst
Pros | Cons |
---|---|
Like to use Easy to use Well integrated Consistent Convenient Feel confident using | Requires technical support Slow to learn Lots to learn |
- The dashboard V2 are very easy to use, drag and drop repporting.
- The admin interface
- Maintenance of the appliance
Yes, but I don't use it
Evaluating Birst and Competitors
No, having the choce, I don't think we would go with another vendor, Birst provide us with the features our costumers need.