Smaller teams, given big power.
July 18, 2022
Smaller teams, given big power.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with OpenText TeamQ
As a small team, call center solutions aren’t easy to come by and OpenText TeamQ solves exactly for that. Before softwares like this, you had to manually write down a lot of details and make sure the team was on the same page. But OpenText makes sure that the team is aligned no matter how big or lean we get.
- Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
- IVR is another well thought out tool.
- Ability to distribute calls is top notch.
- The UI is old and clunky, could get on with the times not a major problem.
- My personaly suggestion would be to offer more personalisation. Different tones for different users, and status ability etc.
- It would be nigh impossible to function without this. So yes, it has brought us a positive ROI.
- Agents now have a simpler interface to see what’s happening. Without this, they could get lost in the hundreds of calls they would get without great organisation.
- We have records, and the ability to give feedback based on these records. It creates a better service, and in lieu of that, a better business.
Do you think OpenText CX-E Voice delivers good value for the price?
Yes
Are you happy with OpenText CX-E Voice's feature set?
Yes
Did OpenText CX-E Voice live up to sales and marketing promises?
Yes
Did implementation of OpenText CX-E Voice go as expected?
Yes
Would you buy OpenText CX-E Voice again?
Yes