OpenText CX-E Voice vs. OpenText RightFax

OpenText CX-E Voice has been a solid and reliable application and a valuable component of our voice infrastructure. Support has been consistently excellent.

Incentivized

[OpenText] RightFax is a great way to eliminate the need of physical fax machines and the need for analog lines to manage these faxes. When the Internet is down [OpenText] RightFax workflow becomes useless so a secondary network is required if you decide to eliminate physical fax machines completely. It the long run it saves time and money of paper/maintenance on physical machines.

Incentivized

• Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
• IVR is another well thought out tool.
• Ability to distribute calls is top notch.

Incentivized

• The customer routing inbound fax traffic
• Gateway to the new RightFax 2100 gateway
• Ability to verify Faxes

Incentivized

• Pricing Tier
• Glitch during call sometimes.
• Regular enhancements for every release.

Incentivized

• Reporting can be done a bit better. The current iteration is pretty powerful and can give you more than you need.

Incentivized

Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

Incentivized

OpenText Fax Support is wonderful! They really go the extra mile to support their customers. So far, they've been able to address simple and complex issues. A big plus is the fact that they are very pleasant on the phone. They do not get upset at the customer and have great follow up on any tickets opened.

Incentivized

We choosed OpenText TeamQ instead of acmatel CCS because of its simple nature. Acmatel CCS was having limited feature with call tracking support. Also, OpenText TeamQ is one of the better tool when you consider the fact of consistency in calling support. I am totally grateful that I had choosen this tool for our business demand.

Incentivized

I think Concord has better administrative dashboards and the cloud based system makes it easy to access from anywhere without requiring VPN connection. The Shared queue management in Concord is more complex and are not as easy to use as it is with [OpenText] RightFax. Concord cost more to operate.

Incentivized

• Supervision can work remotely.
• We do not need to invest in new computer telephony.
• Global employee can be connected to the same interface.

Incentivized

• I am not evolved in this info.
• It takes a lot of resources to manage this product.
• It is cheaper than other solutions.

Incentivized