Best Cloud calling tool
June 30, 2022

Best Cloud calling tool

Nithin Rao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with MiContact Center

MiContact Center really helped in setting up the contact center for the outsourced process. There have been no major updates from the team from inception but the product works great. The centralised CRM concept from MI is worth the overall price point. We have been using the tool for 2 years and it is one of the best.

Pros

  • Good Backend support
  • Good COnnectivity
  • Analytics

Cons

  • Can be little economic
  • Hustle to find the right analysis
  • Support can be improved
  • Overall Support system
  • Great NPS score
  • No dropped calls
- Great Tool for contact center who would like to have all the processes under single roof
- Premium features and best analytics to understand the process metrics
- We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

Do you think MiContact Center delivers good value for the price?

Yes

Are you happy with MiContact Center's feature set?

Yes

Did MiContact Center live up to sales and marketing promises?

Yes

Did implementation of MiContact Center go as expected?

Yes

Would you buy MiContact Center again?

Yes

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

MiContact Center Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
9
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
8

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