Our agents use this system daily, all day, so it is very important to us that it is user friendly, and they deliver. Among other things that we can have phone, e-mail, chat and more all in the same system. Statistics is easily accessible both agents for their own and administrator's needing to look at the group or individuals. The system doesn't require IT expertise, and if you do need help, their support is available by chat and you rarely have to wait even a minute for them to get in touch.
For the agent experience, I especially like how the agent doesn't have to switch around any when switching between phone, email and chat, it's all just feeded into the one surface in the system. You also have easily accessible communication history across all channels when a customer gets in contact with you again.
More recently, they have also started implementing numerous smart AI features, such as spell and grammar checks, language translation, email and chat summary and more, with much more coming up.
The system is also easy to integrate with other systems, as we in very little time could through use of their documentation connect Dixa to other systems.
To us, Dixa has turned around a lot of pains and itches that we had with previous providers. We've gotten more insights into the daily work of our agents, what they struggle with and what they do well. We also measure customer satisfaction (CSAT) in all channels, and can easily filter the satisfaction based on different factors, such as channels, categories, customer groups, agent groups, time periods and more.
Dixa also has a customer self-service platform that we use, which we present on our webpage to help customers with common questions, leaving feedback and getting in contact with us. It is easy to configure and allows for the same articles to be written in several languages, allowing customers to easily switch between in our case Swedish and English depending on needs. Review collected by and hosted on G2.com.
Very, very few things can be disliked about Dixa. One of perhaps two that I can think of would be the same thing that is an advantage: User friendliness. Part of my job as a Service Developer is to study statistics, and the interface is more built towards people that doesn't want to go into super depth about the statistics. It stills shows a lot of data with a lot of filters, but I'm used to systems where everything is available and through coding or other somewhat more advanced functions, get pretty much any data I want out of it.
Dixa also unfortunately doesn't have their audio recordings of calls in stereo, but mono. This makes for a more difficult communication between speech-to-text systems and Dixa, since they can't separate customer from agent on who is talking. They have however informed me that they want to switch over to stereo.
Two things that doesn't really impact the experience much for most people, and that I can work around somewhat alright, but if I had to mention something, that's what I can think of. Review collected by and hosted on G2.com.
