Puntos a favor
User friendly, easy to learn
Always evolving, new functionalities add to business value
More visibility in reports and monitoring than before
Flexible compared to our previous system, highly customizable:
Script editor is one of the best I've seen
IVR editor is very ergonomical
Puntos en contra
Does not always support business logic
Some report interfaces miss some filters which would come handy in some cases
Minor functionalities (on nice to have level) are missing, but will be developed, hopefully!
Our call center is completely changed. Our customers never hear the busy tone and they never stay in a queue. And on top of that, everything runs perfectly smooth. And let's not forget about all the support and quick responsiveness that we always get from VCC Live Team.
Puntos a favor
Yet very complex, it is very easy to use and to implement (the team offers full support anyway and they are very responsive and extremely nice), the performance of the software, the continuity and the constant enhancements are extraordinary. 100% stable from the beginning, no bugs, no problems.
Puntos en contra
There's really no such thing. The software has everything you could wish for. If you hadn't wished for a thing yet, you will surely discover it in a new update. The VCC Live team will think of it anyway :)
Predictive dialer increased our Outbound department effectivity by 30%.
Database API, Webhooks, Embedded browser provide us an easy integration with our ERP and CRM systems.
Puntos a favor
Integration possibilities, like embed browser, gave us an opportunitiy to integrate our CRM web application in to VCC. This integration provide us to deploy only VCC software at our Call Centre Agents or Home Agents. No other software (CRM) installation needed beacuse it is integrated to VCC.
Puntos en contra
Call quality issues in CEE countries. Lack of Mobile device support for Supervisors and Agents as well.
Excellent customer support and limited maintenance costs. VCC is fantastic if you are looking for a simple solution to manage your outbound operations
Puntos a favor
Easy to manage even with distributed operations. Always-on. In 2 years of use we had probably less than a minute of downtime. Excellent customer support. Perfect for outbound telesales
Puntos en contra
Some of the functionalities are not so immediate and/or missing. I have never used the chat or Inbound module.
Puntos a favor
User-friendly, easy to use administrator platform. I can use complex settings in a few minutes by myself.
The User state log and it's drop-down-menus (quick search terms).
Customer Service and the dedicate contact are always there for help, inform us about news proactively.
Puntos en contra
The development request's implementation time length could be shorter.
A supervisor interface on mobile would be great.
We could get rid of other softwares. Our workflows have become easier. We can save time and money. We can ensure the business continuity in all case. Any statistics can be extracted.
Puntos a favor
Excelent support, flexible attitude. Easy to use. Access it from anywhere. It has so many solutions. Constantly evolving system.
Puntos en contra
We would like to extend it to all areas of customer service, so we are waiting for the perfect e-mail management module.
Puntos a favor
Intuitive user interface.
Easy to configure even if one is not an NASA engineer.
Very supportive stuff ready to listen and to understand your needs.
Constantly improving the system features.
Ready to develop custom features if needed.
Puntos en contra
You have to prepare yourself as this system is pre-paid. This can be effective for most users but not if you are company selling post-paid services.
Simple to install, simple to use and get perfect experience and functionality.
Puntos a favor
Simple to use, you can make changes without any difficulties. This software has so many call center solutions and functionalities that I've never seen before - perfect.
Puntos en contra
For Inbound projects there is one bad thing. If we make new contact and it's in database and if the same customer calls the same contact mask is open and last disposition is saved. And on sales projects there is problem if we choose success disposition and if customer calls after 1 week for info about delivery there status is changed. So agents have to be very careful to make a new contact or choose the same status. If not there are not the right results/statistics.
Puntos a favor
Each contactcenter process can be easily and flexibly handled. Excellent for both outbound sales and incoming customer service tasks.
Puntos en contra
In many cases, manual intervention is needed for certain reports. Lack of Web and Mobile Surface.
In addition, it is characterized by reliability.
Puntos a favor
Their flexibility is the most positive attitude. Furthermore, I could raise up the accurate knowledge of customer relationships, about their clients.
Puntos en contra
Which is the least well organised that, currently there is no mobile version yet, this is mostly absent from supervisors sides.
Regular daily/weekly/monthly reports.
Puntos a favor
Lots of report options.
Puntos en contra
The menu system is complicated a little bit.
The sound quality is not the best, the line is echoed many times.
Puntos a favor
Ease of use - both for the admin and agents
Extensive reporting options
Value for money
Responsive customer service
Puntos en contra
Line quality issues - not fault of the software
Too many updates
Overall the software has no issues, nothing more to add
Puntos a favor
Easy to use
Easy to access it from anywhere in the world
Easily managable for Admins and Supervisors
Puntos en contra
Lack of event notifications (Change and update logs)
Weak customer service
Too much updates in short period of time
Puntos a favor
reliable, ease of use, constantly evolving, user-friendly, effective support, professionally key account manager
Puntos en contra
manage incoming calls, customer service
Puntos a favor
We are talking about a reliable software, it can be handled easily by everyone including both Supervisors and Operators. It is easy to extract reports from the system. Customer Service is always ready to help.
Puntos en contra
Based on our experiences everything works well in this software, it is one of the best softwares we have ever used. Nothing we can suggest or mention.
Easy to use, efficient work.
A very innovative call center solution, which is accessible and user friendly. It shows that it has been developed with user and business needs in mind. Continuous innovation and development of new functionalities help the business grow and/or become more effective. The staff is open for discussion and give professional support and advice through understanding our business. I would recommend it everyone still using on-premise solutions!