Item: MiContact Center
Rating: 9
Author: Nithin Rao

Use Cases and Deployment Scope

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 and Cons

Good Backend support
Good COnnectivity
Analytics

Can be little economic
Hustle to find the right analysis
Support can be improved

Return on Investment

Overall Support system
Great NPS score
No dropped calls

Alternatives Considered

(EOL) Cisco Cloudcenter

- 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.

Key Insights

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

Other Software Used

Ozonetel, Zoho Analytics, (EOL) Cisco Cloudcenter

Likelihood to Recommend

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.

Best Cloud calling tool

Overall Satisfaction with MiContact Center