Flexible CTI solution
Overall Satisfaction with ContactWorld for Service
We were looking for a CTI solution for a resource call center we are setting up. A few project requirements, such as integration with Salesforce and allowing agents to work remotely with a flexible DID setup, led us to ContactWorld.
Pros
- Cloud-based, flexible DID set up, and works with Salesforce
- Easy call flow design
- Excellent customer service
- Flexible tiers of licenses that work for our budget
Cons
- Third party implementation consult
- British date format and time zone in U.S. market
- No one answers their 800 number on their website
- Report is not easy to read
- Calls that were not answered wouldn’t make it to Salesforce report
- Its standalone functionality allowed us to launch our call center on time while we waited for Salesforce implementation.
- Its applet workflow design allows us to operate our hours in a super flexible manner.
- Our agents can work from anywhere.
We were extremely particular in our requirements and budget that Contact world was really our only option.
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