Omni Intelligence

Overall Opinion: Using it mainly for our wallboards and supervisors. The combination of real-time and historical reports are awesome. As a platform, it's user-friendly and very intuitive. As a company, the great support you can have with them to grow or improve, always willing to help.

Pros: As a platform, it's user-friendly and very intuitive. As a company, the great support you can have with them to grow or improve, always willing to help.

Cons: No doubts for now

Overall Opinion: Very powerful with an extensive tool kit available to help you. You can "crawl" an IVR and map the entire Call Flow to confirm your documentation. Ability to build Test Case suites and load your sample data you would like to use to test with

Pros: We solved a lot of scalability and ease of growth by interacting with the platform.

Cons: For the time of usage, I can say that the tool is very reliable when it comes to all the data that I need.

Overall Opinion: Automatic IVR mapper helps save time and money on being up to date with the IVR changes. Using realtime and historical queue and agent information to run our call center. Now we can provide evidence to our clients that we continuously meet the service level agreement with them.

Pros: Deliver continual change and improvements to the CX initiatives at pace through automatically generated, easily editable test scripts for the IVR apps.

Cons: We do not have a subject that we dislike, the tool is stable, support team is responsive