Variphy Reviews

Pros

Having calling and contact center data together in one place is really valuable especially for end to end reporting.

Cons

There are times when the underlying Cisco platform doesn't provide all the raw data needed to connect everything but this still surfaces all the information it can.

Pros

Moving between the widgets and reports feels very easy and it gives me the information I need to keep track of the team's day to day workflow.

Cons

Getting comfortable with the reporting tools took a bit of time and I needed some help from their team in the beginning. After spending a little time exploring the system though, it became much easier to work with.

Pros

It has been working really well for us and the support team has been excellent whenever we've needed help.

Cons

It isn't free but that's pretty much the case with every other option out there too.

Pros

This has become a key tool for me because it lets me build custom reports and dashboards exactly the way my team needs them. The real time alerts are incredibly important for our day to day operations especially when urgent situations come up for emergency response teams. We get email notifications right away so we can respond quickly. After testing other options, this is easily the best solution I've used. It's powerful without being complicated, very reliable and whenever I reach out, the support team responds fast and clearly knows what they're doing.

Cons

My only real complaint is that it isn't free! :) Budget always plays a role in buying decisions but I understand they need to invest in R&D and keep growing.

Pros

Getting everything up and running is incredibly simple and its CDR Call Reporting gives us valuable visibility into call performance and troubleshooting that CUCM does not provide on its own. That insight saves a lot of time for both our internal teams and our customers which lets everyone spend more energy on higher value work. We've been recommending Variphy for more than ten years, basically throughout my entire CUCM career and it's still one of those rare solutions that practically sells itself. On top of that the account team is genuinely top tier. Our shared engagements are usually very simple. We start a Variphy POC or POV, finish the installation and work with the customer to create a few reports that match their specific business needs. Customers try it, see the value quickly and usually move right into requesting pricing and then issuing a purchase order. We recently transitioned internally to Webex Calling and we plan to test Variphy there as well and update our review once that is complete. The Variphy account team continues to be responsive, knowledgeable and extremely helpful in getting customers integrated quickly with CUCM and/or Webex Calling. Their support and partnership have been incredibly valuable.

Cons

So far, I don't have any concerns with the current CDR reporting capabilities, everything continues to work exceptionally well. Keep up the outstanding work.

Pros

The CDR Call Reports make it quick and easy to spot call problems like unusual cause codes and unnecessary call leg usage which saves our team a lot of troubleshooting time.

Cons

A few of the more advanced features and reports do take some time to learn but Variphy's documentation and support help you get up to speed without too much trouble.

Pros

I've used this tool for years and they've consistently followed through on what they promise. One thing that stands out is how quickly we can roll it out to demonstrate value to customers and confirm the product performs exactly as expected. The cradle to grave reporting has been especially useful more than once when customers were stuck in a "he said/she said" situation. It clearly showed who ended the call which removed the uncertainty right away. It also offers a path from on prem to cloud and that's absolutely essential today. On top of that their team is always ready to step in and help, no matter what comes up.

Cons

Honestly, I don't have anything negative to point out about the product.

Pros

Running discovery queries and troubleshooting Cisco issues is much easier with this. It also takes the hassle out of creating reports for departments that need visibility into call volumes along with all the supporting details. The customer support team is quick to respond and genuinely helpful and the Knowledge Base together with the on demand videos gives us what we need to set up and use the product properly. On the UCCX side, it has even allowed us to get rid of CUIC dashboards and reports entirely.

Cons

There is very little to complain about with this product. It's hard to picture handling normal telephony operations without a tool like this one.

Pros

After trying several reporting options for our Cisco system, including Cisco's built in tools, It ended up being the one that actually fit what we needed. The native Cisco reporting always felt too limited and took more time to work through than we really had available. With this, building custom reports for our specific needs is much simpler thanks to the user friendly interface. Looking into call logs is also far simpler now so we can review and analyze data quickly without dealing with a complicated process. On top of that their support team has been outstanding. They're responsive, knowledgeable and always willing to help whenever questions or concerns come up. That level of support made the move to Variphy feel smooth and really improved the overall experience. At this point, we're extremely happy we made the switch and it has become an invaluable reporting tool for us.

Cons

We've spent a lot of time evaluating it and honestly haven't found anything we dislike about it.

Pros

Compared with Cisco's basic CUCM CDR tools, this is on a completely different level. It lets me dig through call records fast and efficiently when I need to investigate reported issues. When a ticket comes in with missing details from the end user, it helps me piece together the who, when and where so I can actually track down what happened. The alerting and scheduled reports also help several of my teams keep tabs on location performance, agent activity and even marketing campaigns. Having remote phone control and wallboard features built into the same product is another big plus. On top of that the support team is based in the US and responds very quickly.

Cons

At times some queries take longer than I would like to finish running. I've also come across a few confusing bugs that ended up needing help from their engineers to resolve.