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Whether your customer service organisation has 50 or 5,000 agents, EvaluAgent offers a complete and scalable solution that will empower you to evaluate, coach and engage your front-line agents.
Businesses of any size who want to better connect with their customers.
The ease with which I could create my own scorecards and how flexible they were. Reporting is good as well, and easy to present and gives good oversight.
Unable to edit the headings on a completed evaluation, if you have made a mistake.
The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that.
Because I really have to pick one. I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck).
We have not installed the product as yet, but from the support I have received from executives, I am confident that I will be in good hands and supported in the future.
No real dislikes really, maybe more enhanced reporting, (i’m not sure if this is a limitation of the free trial).
Great that agents have their own login and dashboard. Love the constant new features (self-evaluation is a favourite of mine as gets real buy-in from the team).
The tool is embedded in our culture where multiple departments now use the tool. Real-time feedback to out agents is vital, any problem can now be remedied in real time.
The overall experience was wonderful. I had a great salesman and a great implementation specialist.
The phone system was with a lot of technical problems. Auto attendant not working, CRM not working, SMS not working.
We have been nothing but happy with our Nextiva service. They have provided a complete VoIP solution with every option we wanted, and then some, at an amazing price.
I spent days asking to fix things but each time more problem and more things did not work. We were running in circles with the problems.
I love the ease of use and the ability to have crystal clear calls. It makes the experience that much bettter.
Service is spotty, Calls get dropped, Phones disconnect from service, Voice Packets get lost. Forever ongoing contract auto-renewals without notifications to the client.
The system's reliability is outstanding, with minimal downtime, ensuring that we can always stay connected with our clients and team members.
We didn't even let users know they could login--it's that bad. The cost of their service just cannot compete with the rest of the market.
Sully: Hi, my name's Sully and my rating for Nextiva is a three. We're a web development company with seven people worldwide, four in the US. We used Nextiva up until about a year ago when we moved offices, and the new office required a different telephone company, but we were using them for VoIP services. The pricing was competitive with every major carrier, so I did like that. Nextiva's interface, and I believe that they have updated it since, but at the time, was very, very clunky and difficult to do. I really needed their support in setting up our auto attendance and hunt groups, and it was not possible, for instance, to manage the busy lamp fields on the phones at all with their system, you had to use the manufacturer's interface, and really the support for that interface wasn't very good. Like I said, I understand about a month and a half after I left that they switched that interface, I haven't seen the new one, but if it's anything like the old one, the old one was awful.
Prioritize real-user-identified key features according to your needs to find your best fit.
EvaluAgent
Nextiva
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