Dixa

Dixa Agent Hub

Composite Score

7.5 /10

CX Score

7.9 /10

5 Reviews Write a Review

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What is Dixa Agent Hub?

Dixa is a global customer service software company empowering brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every time.

Company Details

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Dixa Agent Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

93 Likeliness to Recommend

100 Plan to Renew

100 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Dixa Agent Hub?

0% Negative

0% Neutral

100% Positive

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Cons

Under Delivered
Security Frustrates

Feature Ratings

Average 86

Call Recording

100

Skills Based Routing

100

Knowledge Management

100

Ticket Management

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Screen Prompts

Workforce Management

Contact Center Analytics

Vendor Capability Ratings

Average 83

Business Value Created

100

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Ease of Data Integration

Ease of Customization

Dixa Agent Hub Reviews

Luke B.

Role: C-Level
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2023

Game-changing way of handling customers

Likeliness to Recommend

9 /10

What differentiates Dixa Agent Hub from other similar products?

Dixa has a unique approach of handling customers that is different to the typical "ticket-desk" style. It's way of handling all contacts drives up productivity significantly.

What is your favorite aspect of this product?

The Allocation of work and the agent availability task bar.

What do you dislike most about this product?

The analytics needs some improvements - but it's getting better every day.

What recommendations would you give to someone considering this product?

buy it! it's the best option. on the market for a CCaaS platform.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Luke B.

Role: Sales Marketing
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

Game-changing for Customer Service Teams.

Likeliness to Recommend

10 /10

What differentiates Dixa Agent Hub from other similar products?

Dixa rethinks the typical "ticket-desk" platform and reinvents it in a way that's truly putting your customers and your agents first.

What is your favorite aspect of this product?

The routing of conversations. It's smooth, it's easy. No more cherry picking from massive queues.

What do you dislike most about this product?

The analytics. It's a never product and compared to some of the more established products, its analytics isn't quite there.

What recommendations would you give to someone considering this product?

Do it! The way that Dixa looks at conversations and routes them to agents will inevitably increase your productivity numbers.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Role: Consultant
Industry: Other
Involvement: Vendor Selection and Purchasing

Validated Review

Anonymous Reviewer

Submitted Mar 2020

its great to utilize

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dixa Agent Hub

What is Dixa Agent Hub?

Company Details

Need Assistance?

Dixa Agent Hub Ratings

93 Likeliness to Recommend

100 Plan to Renew

100 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Dixa Agent Hub?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Dixa Agent Hub Reviews

Luke B.

Game-changing way of handling customers

Likeliness to Recommend

Pros

Luke B.

Game-changing for Customer Service Teams.

Likeliness to Recommend

Pros

its great to utilize

Likeliness to Recommend

Pros

Feature Ratings

Call Recording

Skills Based Routing

Knowledge Management

Ticket Management

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Screen Prompts

Workforce Management

Contact Center Analytics

Vendor Capability Ratings

Business Value Created

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Ease of Data Integration

Ease of Customization