We have been using Engaged Voice for several months now and there are some areas that engaged voice does provide adequate services. It still may be to new.... we are currently having an issue with an anonymous caller and we can not block an anonymous caller in engaged voice. So this caller continues to tie up our queues and is wearing out our specialist. I called engaged voice and they said they would have someone call me back the next day - well that was last week.
I was also told that in order to stop this caller, Ring Central would have to build an IVR for me - I am thinking that to build an IVR, it's going to cost us. But than again, they have not called me back, so I am assuming they don't know how to solve our issue. We may be looking for a new service.
Also, Engaged Voice is missing some of the little options, like making the softphone ring louder -
I have contacted several agents at Engaged Voice and I will have to tell you that the customer service agents that I have dealt with have been awesome and very friendly and professional. Tier 1 and Tier 2 agents try to assist. It's when it goes beyond what they can do, I find it difficult to find answers or difficult to communicate with.
Just my experience...
I have been using Engage Voice before it was Engage Voice. This is the most dynamic platform built by Contact Center Managers and not PBX folks. It is geared specifically to be different from a PBX and functions very differently. It can save you a lot of time and money if you are familiar with the plethora of features. It does take some time to build and test different scenarios, but it is a very powerful system with lots of features to automate routine tasks and provide high visibility on queue and agent performance.
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