Government Administration, 500+ employees
More than a year
“Very easy to use”
Pros
The platform is extremely easy to use, with updated images and clear, step by step instructions that make the whole process simple. Also it is designed to guide us well through each stage ensuring that even complex tasks feel simple and manageable
Cons
I do not use it daily so I am not familiar with its cons.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Civic & Social Organization, 500+ employees
More than a year
“Easy Script Modifications and Smooth Integration”
Pros
Modifying scripts is pretty easy with it and they are integrated with the repair handbook without a big hassle. On top of that the Omfax team provides outstanding communication ensuring that any questions or issues we are facing are addressed quickly and efficiently.
Cons
We have not faced any major issues except for changes in the Omfax staffing.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Government Administration, 500+ employees
More than a year
“User-friendly but could be better”
Pros
Keyfax is a user friendly and efficient tool used by our in house call center to diagnose repairs. When set up with proper scripting it effectively guides the team with appropriate SOR codes for repairs. Plus the ability to select diagrams makes it an ideal tool for beginners to get started with.
Cons
The integration with our software could be smoother. And though the interface is simple and clear but it is not very modern.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
6
Non-Profit Organization Management, 500+ employees
More than a year
“Good one and truly valuable”
Pros
Some people believe that using diagnostic software or scripts turns advisers into robots but thats not the case. The software offers valuable guidance to help advisers provide accurate information to customers or gather the right details for colleagues and it ensures the right actions are taken to resolve inquiries reducing the need for extensive technical training and allowing advisers to focus on delivering great customer service. Also administrators can easily configure system questions, workflows, codes and integration with other systems. Overall it is very user friendly. We have been able to accomplish much more with the product than we originally anticipated including improvements to our customer portal.
Cons
Generating reports from script hit data could be faster and more flexible. For example it would be helpful to filter by contact times rather than just dates. Additionally having customizable dashboards to visualize the collected data would be a great feature. The good thing is that the company is open to user feedback and actively encourages suggestions for improvement maintaining a prioritized list for ongoing updates to ensure the platform continues to meet our needs.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
9
Civic & Social Organization, 500+ employees
More than a year
“Ideal tool to help businesses stay focused”
Pros
Keyfax platform is easy to navigate and integrates very easily with our host system. The features available within it allow us to develop processes that truly work for our organization and the continuous development of the product helps future proof it ensuring it will continue to meet our needs moving forward.
Cons
There are a few features we would like to see developed such as an improved editing tool for message boxes and the ability to reference information within data boxes.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
10
Functionality
7