Dixa has one of the best user interfaces, and is very easy to work in. It has some excellent functions, which can help organize your agents workflow to a maximum. It offers several great ways, to handle calls, chats and e-mails. Review collected by and hosted on G2.com.

As a Team Manager, I write reposrts, and need to find some reliable and relevant numbers through Dixa, about our teams perfomance. Sadly it can be incredibly cofusing, figuring out what numbers are the correct ones, as Dixa can produce 5 different numbers apparently explaining the same number. I should only be given one number, and this makes some of the numbers unreliable. Review collected by and hosted on G2.com.

I like that it is super simple to get started with. I like that is is user friendly and easy to create changes in flow and other settings.

I have used Zendesk before, and I actually feel that Dixa is more easy to setup and to use for agents.

I like dixa acadamy and use it in my onboarding for new agents.

You onbarding program is also really good an did not feel left alone Review collected by and hosted on G2.com.

I would have loved that the attention in my onboarding would have proceeded efter 3 moth. I felt so let alone and would have liked if I had been contacted after 3 month. You could have seen how we are using the system and to tell us about som best practice from other customers.

I really miss CSAT on phone like I had in Zendesk. And then som BI tool where I got withdraw data as I liked and with out having to get my developer team to be involved. Review collected by and hosted on G2.com.

I like how everything is in on place. It it easy to nativate through tickets, live chat and by telephone calls. It is very simple to use. The 'Chat with Support' system is quick to response. Review collected by and hosted on G2.com.

Sometimes you do not know what is wrong with Dixa and you have to go to the support desk. It would be good for transfering calls to be easier as it can be confusing sometimes. Review collected by and hosted on G2.com.

analytics, this is great as a manager to help track your teams progress and help find areas where they could use some additional coaching to help their development. Review collected by and hosted on G2.com.

Lack of ownership, Dixa does not allow for direct ownership of conversations as they will be offered to other memebers of the business which allows for some elements of chaos or varying levels of service. Review collected by and hosted on G2.com.

Dixa hass almost all of the basic tools we need to do our jobs well. The layout and UI are clean and obvious, the functions are easy to understand and interpret, and the colourscheme is nice. Review collected by and hosted on G2.com.

I would really like the ability to merge together multiple seperate conversations that were previously unlinked. Customer journeys sometimes span several arcs that it can be difficult to sort through. Review collected by and hosted on G2.com.

All the information is on one page, we can easily find previous communications. Can listen back to calls. Review collected by and hosted on G2.com.

Not easy to merge tickets. No ability for additional notifications on chat each time the customer messages. When you create an email you have to go back in to fill out the attributes, but it's not easy to find previous emails (can they not be in order of last completed) in my analytics. When your writing an email and a notification comes through you can't accept it as the email screen is in the way. Review collected by and hosted on G2.com.

One of the features I like best is the ability to help sort mails into categories. This feature allows us to organize our email conversations based on different topics or criteria. It provides a convenient way to prioritize and manage incoming emails effectively. With Dixa, our team can easily categorize emails, which helps in maintaining a good overview of your mailbox and enables us to focus on the most important messages first. This feature enhances productivity and ensures that our customer inquiries or urgent matters are always managed in a fast way.

Also Dixa provides tools for keeping track of different topics by using tags we receive emails about. Review collected by and hosted on G2.com.

One aspect of Dixa that could be improved is its limitation in handling multiple recipients in an email. Unlike some other email clients, Dixa only allows one recipient to be entered into the recipient field at a time. This can be inconvenient and time-consuming when composing emails to multiple recipients. In platforms like Gmail, we have the convenience of copying and pasting multiple email addresses directly into the recipient field, which makes the process more efficient. With Dixa, however, you need to manually enter each email address separately, resulting in additional time and effort. This limitation can be particularly frustrating to us because we always send mails with a lot of different recipients.

Also it often takes a while until the system regocnises one email address resulting in either having to wait until you can add the next address or send out the mail. Review collected by and hosted on G2.com.

With no doubt, for me, the best of Dixa is having all the customer contact platforms in one place. Easy to integrate any other apps or platforms. You can do almost all the integrations with no help of the developer team

The overview of the work in real time and the easy way to see it, it's so helpful to organize the team. Review collected by and hosted on G2.com.

There are a few things that I dislike about Dixa and there are related to the customization of some parts and the organization of the team and the queues. 

For example, I would like to be available to change the views in the analytics part. Sometimes I have to change a lot from the Agent view to the team view to the queue view to get all the information that I want. It would be perfect if I could move and decide the information that I can see inside each view and create a view that mixes all the views (selecting just the things that I'm interested in of each view) 

Other thing that I don't like is that I can't make the change or see easily in which queues are an agent working on. It would be amazing if I could select the queues to an agent directly in the agent space instead of having to do it in the queues section.

Another improvement is to be able to export all the conversation including the text, the content of the conversation (at least the first mail of the customer) And to be able to do this in any part of analytics, for example sometimes I would like to export some specific conversations that had a specific tag and see what the customers are complaining about a specific thing.

Also, some little things like don't be able to erase or edit a tag is very frustrating. Review collected by and hosted on G2.com.

Relatively simple design that is easy to learn and can be intuitive at times. You can modify some features such as shortcuts and closing time after each conversation. There was recently an improvement of the shortcuts which is also nice. Review collected by and hosted on G2.com.

The feature I most strongly wish Dixa had is automatic application of tags when you apply a template. Improvement of the overall design would be also amazing as Dixa looks like it hasn't been imroved visually since 2012. Review collected by and hosted on G2.com.

As a manager for me it is very important not only the effectiveness of the tool but also that the recruitment, set up and kick off process is accompanied to be able to design the change of platform, choose the best plan, train the rest of the agents and learn the functionalities. With Dixa everything has been very easy and our CSM Iván de las cuevas Review collected by and hosted on G2.com.

The analitics could be more useful If could download the tickets by tags, sometimes we need to review this tickets and it's not possible to export the information by team, or all queues just by agent. Review collected by and hosted on G2.com.