Item: Call Center Studio
Rating: 10
Author: Cigdem Kizilkaya

Use Cases and Deployment Scope

we can tell that across the whole company but mostly use for our call center. but it is also in use for marketing and product depts to make product researchs etc. it is easy to manage users, ivr and reports.

Pros and Cons

User friendly. It has dashboards for each team also able to see all users at the same time.
Good account management. We can directly reach our account manager through her mobile. Very fast response for urgent issues.
Even the defaults reports fine enough we can always ask for some spesific reporting formats.

Dashboards can not be pin to the screen.

Return on Investment

I think the most positive effect of CCS is; it is a cloud based application. During the covid period whole our company started working remotely. We didn't need to make any invesment to deliver service to our customers.

Alternatives Considered

SENTRY Enterprise 911 from Avaya

cloud based and more flexible.

Key Insights

Do you think Call Center Studio delivers good value for the price?

Yes

Are you happy with Call Center Studio's feature set?

Yes

Did Call Center Studio live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Call Center Studio go as expected?

I wasn't involved with the implementation phase

Would you buy Call Center Studio again?

Yes

Likelihood to Recommend

+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey.

- I would like to see the dashboard pinned on my agents desktops.

Already ready to use

Overall Satisfaction with Call Center Studio