Dixa

Amazing omnichannel/CRM software

Pros

The consumer experience is much better because it gives the consumer control over how they interact. They can choose whether to wait for an agent, request a callback, or leave a voicemail. For our channel partners, they are routed to the appropriate agent based on their area code and email, creating a personalized experience that saves time.

Cons

While the Analytics and reporting provide essential information, I think it could benefit from additional improvements for better functionality.

Beware of trick-sale upgrades

Pros

In the start, the software seemed promising with no limitations. However I feel like I was tricked into an upgrade and a new 2-year contract, despite our previous agreement. The solution we have now is similar to the original but at a higher price. If we hadn't conducted a test with the call center, we would not have faced this increased price per agent or been locked into a renewed binding period. Despite multiple attempts to discuss this with the sales team, I was referred to an account manager who knew nothing about our deal and was unable to help. Although Dixa claims to focus on customer service, our experience has led us to find an alternative solution, though we still have to pay for the software we can no longer use.

Cons

We initially used Dixa for managing sales support emails from various countries, and while it did the job, we faced occasional issues with email attachments not being processed correctly, leading to confusion. We also tested phone routing with our call center but delays in communication caused the trial to fail. To make matters worse, we were suddenly hit with a price increase per agent and an extended two-year contract after the test.

Fraud alert

Pros

The features of this software were decent, and the setup process was mostly painless.

Cons

The customer support is extremely unhelpful and often blamed us for issues with their own integrations. They have no ideas what's going on. We also had trouble getting our ported number back after canceling the service, and despite canceling 6 months ago, they still tried to charge us. I highly recommend against porting your number, as they seem to use it to keep you locked in.