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LCM Upgrade: .i
What do you like best about the product?
The Acqueon team, easy to deal with, Expert knowledge and is very professional, and always available, I find their support to be one of the best in the business, and i work with a lot of 3rd parties
This upgrade was seamless with Acqueon support, we had to upgrade our OS and also upgrade LCM versions, the project team in Acqueon have a wealth of experience in all areas, professional, dedicated and always available to answer question and also give best advice on the product. Our business leads couldn't operate without the rich features built in to theApp
This upgrade was seamless with Acqueon support, we had to upgrade our OS and also upgrade LCM versions, the project team in Acqueon have a wealth of experience in all areas, professional, dedicated and always available to answer question and also give best advice on the product. Our business leads couldn't operate without the rich features built in to theApp
What do you dislike about the product?
There was nothing i didnt dislike - the time difference between location wasnt a problem with Acqueon to get the project over the line in time on time and within budget.
What problems is the product solving and how is that benefiting you?
This was an upgrade plan - we have a newly updated application with built-in features that doesn't require ANY custom config
With Cisco Webex CC there have been not enough features available like more dialing modes etc.
What do you like best about the product?
Responsive and comitted people doing a good job
What do you dislike about the product?
Postponing dates late in the process as this was part of a solution to sell
What problems is the product solving and how is that benefiting you?
Outbound capabilities for Cisco Webex Contact Center
Acqueon Implementation
What do you like best about the product?
I like that the product is in the cloud.
What do you dislike about the product?
There were challenges in understanding a difference in terminology between Acuqeon and our company.
What problems is the product solving and how is that benefiting you?
Acqueon is replacing our outdated call campaign management application.
Acqeuon was very responsive to our needs
What do you like best about the product?
The Acqeuon LCM application is a very easy to use tool and the resources that assisted on helping us get it set up were very responsive to all questions and inquiries we had.
What do you dislike about the product?
The only dislike we have for the LCM application is that there is no easy way to see the contact list that is ready to be dialed other than going into the uploaded file directly. We're hoping this may get resolved with a future patch.
What problems is the product solving and how is that benefiting you?
Acqueon has provided a very efficient way of managing outbound contact campaigns with a very easy-to-use tool. Creating new campaigns is a breeze compared to the tools we have used in the past.
Acqueon LCM with Cisco UCCX
What do you like best about the product?
The Acqueon LCM product is the perfect enhancement to the Cisco UCCX auto-dialer. It provides the needed flexibility to effectively and strategically manage campaigns. The implementation team was very thorough in gathering the information needed for a successful deployment. We implemented the system in September 2020 and changed how we use the system dramatically in November 2021 when new federal regulations required we change the way we auto-dial certain customers. We engaged their pre-sales engineers to devise a way the system could be altered to meet these requirements. At first, we weren't sure the LCM system could be used as we needed but this engineer went above and beyond to find a solution. Because of this, we were able to meet the federal regulations deadline for these changes.
What do you dislike about the product?
It's not a "dislike" but areas of improvement and I think there are a few that could be addressed.
Regarding the system, (1) they seem to have a dot release about every 2 weeks. It would be beneficial to have a customer portal to review the release notes and timelines. This would help the customer know if a bug they have may be addressed with one of the releases and let the customer decide if they should do the upgrade or wait. (2)During the implementation with UCCX 11.5, we determined the Informix db was being hammered by LCM requests and we had to alter the timeframe the LCM communicates with it. This was a customization that possibly should be standard.
Regarding operations, (1) a customer portal for submitting and tracking tickets would be nice. Also, there is no phone number to call for urgent matters. Everything is done via email. While they are responsive to emails, sometimes it would be nice to get on a phone call and explain the issue. (2) Likely related to my specific configuration as I'm in a hosted infrastructure environment where both my UCCX and Acqueon servers are hosted by a 3rd party. Granting support access to my server requires me to RDP to the server and they access it by controlling my PC via a Webex session. You can imagine that any support call where this access is needed requires me to be without a PC for the duration of the call as they are controlling my PC. Hopefully, other customers don't experience this frustration.
My last area of improvement would be training. Pre and/or Post-implementation training would be beneficial. The system is very robust and having admin training to understand the system better would benefit both Acqueon and their customers. We may be able to use the system differently but going thru the admin guides to figure it out isn't the way.
All in all, their support staff is friendly, helpful, and knowledgeable.
Regarding the system, (1) they seem to have a dot release about every 2 weeks. It would be beneficial to have a customer portal to review the release notes and timelines. This would help the customer know if a bug they have may be addressed with one of the releases and let the customer decide if they should do the upgrade or wait. (2)During the implementation with UCCX 11.5, we determined the Informix db was being hammered by LCM requests and we had to alter the timeframe the LCM communicates with it. This was a customization that possibly should be standard.
Regarding operations, (1) a customer portal for submitting and tracking tickets would be nice. Also, there is no phone number to call for urgent matters. Everything is done via email. While they are responsive to emails, sometimes it would be nice to get on a phone call and explain the issue. (2) Likely related to my specific configuration as I'm in a hosted infrastructure environment where both my UCCX and Acqueon servers are hosted by a 3rd party. Granting support access to my server requires me to RDP to the server and they access it by controlling my PC via a Webex session. You can imagine that any support call where this access is needed requires me to be without a PC for the duration of the call as they are controlling my PC. Hopefully, other customers don't experience this frustration.
My last area of improvement would be training. Pre and/or Post-implementation training would be beneficial. The system is very robust and having admin training to understand the system better would benefit both Acqueon and their customers. We may be able to use the system differently but going thru the admin guides to figure it out isn't the way.
All in all, their support staff is friendly, helpful, and knowledgeable.
What problems is the product solving and how is that benefiting you?
We needed a way to slice and dice campaign lists and implement the best time to call/right party contact functionality. The vanilla Cisco UCCX dialer doesn't have that ability so we started looking for a tool to allow this and Acqueon was highly recommended by our hosting vendor and other Cisco customers we talked to. We also wanted better real-time and historical reporting functionality.
Enterprise Contact Center Architect
What do you like best about the product?
The robustness of the LCM solution and the ability to support customization for the complex campaign management. The team we worked with on our implementation was very knowledgeable and had in-depth expertise on how the solution worked to advise us of the best way to implement our requirements.
What do you dislike about the product?
Even though LCM supports complex customization, when troubleshooting or issues arise, it is difficult for Tech Support to be knowledgeable enough to resolve them.
What problems is the product solving and how is that benefiting you?
Our organization needs the flexibility to send out large volumes of appointment/billing/other reminders. The solution offers a robust delivery capability. We have been able to reduce dependency on 3rd party vendors that provided this capability which is a huge cost savings.
Recommendations to others considering the product:
LCM solution is very flexible and allows for a lot of customization. If you can design your campaigns without customization, it would be highly recommended.
Virgin Media LCM Upgrade
What do you like best about the product?
It just works and is easy to use. Very good interface. Logical.
What do you dislike about the product?
No, the product has everything we need to help run our Cisco dialler.
What problems is the product solving and how is that benefiting you?
Much better record management on Cisco dialler
Recommendations to others considering the product:
Upgrades can take a long time (think a whole weekend) so be prepared for this.
Very Responsive and Knowledgeable Implementation team
What do you like best about the product?
Quick implementation and campaign set up, clean agents test desktop, easy integration with Twilio.
What do you dislike about the product?
Reporting is not as robust as other tools.
Roles and permissions are a little clumsy.
Roles and permissions are a little clumsy.
What problems is the product solving and how is that benefiting you?
Shorten the time for campaign configuration and increased integration with open APIs.
Acqeuon support has been fantastic
What do you like best about the product?
We needed to utilize Acqueon in a custom way that integrated with our existing technology. This created some additional complexity in getting the tool to work properly for us. However, Acqueon was extremely helpful every step of the way and did a tremendous job working with us until we were able to get the solution working. They have always been responsive and have gone above and beyond working with our engineering team as well as our operational team to properly integrate the solution and help our operations team utilize the tool effectively.
What do you dislike about the product?
Acqueon ended up being far more difficult to implement than I would have hoped, but again, this was largely due to the custom way in which we were utilizing the tool. I imagine a more standard implementation would be much smoother. However, even though it proved to be difficult, it would not have been possible at all if Acqueon wasn't flexible and did not make changes on their end that facilitated our custom integration.
What problems is the product solving and how is that benefiting you?
We are lowering our call center cost for both sales and collections by improving dialing efficiency. This is extremely important in our company since we are heavily reliant on our call center and every efficiency gain is very impactful.
Very positive
What do you like best about the product?
Efficient and productive technicians always available
What do you dislike about the product?
I did not find any objection to Acqueon's work
What problems is the product solving and how is that benefiting you?
we have had numerous problems in terms of time and resources, access to the servers and Acqueon has always responded well.
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