Smaller teams, given big power.
Rating: 7 out of 10
IncentivizedUse Cases and Deployment Scope
As a small team, call center solutions aren’t easy to come by and OpenText TeamQ solves exactly for that. Before softwares like this, you had to manually write down a lot of details and make sure the team was on the same page. But OpenText makes sure that the team is aligned no matter how big or lean we get.
Pros
- 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.
Cons
- The UI is old and clunky, could get on with the times not a major problem.
- My personaly suggestion would be to offer more personalisation. Different tones for different users, and status ability etc.
Likelihood to Recommend
When you have a small team, this works best. because you can't pay like a big organisation but still need the same features. OpenTeam brings us the best features of call-centre software, but at a cut price that we can afford and create revenue upon. This is an essential software, if anything.
Vetted Review
2 years of experience