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Experience Communications Platform

Composite Score

8.1 /10

CX Score

8.2 /10

28 Reviews Write a Review

Claim Software

What is Experience Communications Platform?

Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.

Company Details

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Experience Communications Platform 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.

87 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 90%
Negotiation and Contract:: 85%
Conflict Resolution:: 94%
Strategy & Innovation:: 91%
Service Experience:: 90%

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.

+90 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 Experience Communications Platform?

4% Negative

0% Neutral

96% Positive

Pros

Respectful
Client Friendly Policies
Altruistic
Acts with Integrity

Feature Ratings

Average 86

Ticket Management

Workforce Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Knowledge Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Recording

Vendor Capability Ratings

Average 83

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Breadth of Features

Business Value Created

Vendor Support

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Also Featured in...

Contact Center as a Service - Midmarket

Score 8.1

View Experience Communications Platform in this category (opens in a new tab)

Experience Communications Platform Reviews

Prashant S.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Reliable All-in-One Communication Tool

Likeliness to Recommend

8 /10

What differentiates Experience Communications Platform from other similar products?

Its biggest differentiator is the seamless integration of voice, video, chat, and contact center—all under one platform with strong analytics and global reach. You don’t need to patch together different tools.

What is your favorite aspect of this product?

The real-time analytics and call quality monitoring stand out for me. It gives you full visibility into performance, which is a game-changer for managing teams and improving customer experience.

What do you dislike most about this product?

The admin interface can feel a bit clunky at times—some settings are buried deeper than they should be, which makes onboarding or quick changes a little slower than I’d like.

What recommendations would you give to someone considering this product?

Take the time to fully explore the analytics and integration features—they're powerful but easy to overlook. Also, get your team properly trained early on; once everyone’s comfortable, the platform really starts to shine.

Pros

Reliable
Unique Features
Client Friendly Policies
Security Protects

Alok T.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Solid platform

Likeliness to Recommend

7 /10

What differentiates Experience Communications Platform from other similar products?

The integration of multiple communication channel like voice, email, chat into unified platform stands out

What is your favorite aspect of this product?

the user interface intuitive and easy to navigate which significantly enhance the efficiency of managing customer interation

What do you dislike most about this product?

customization option would be more flexible and some features feels rigid and it would be beneficial to have more control over

What recommendations would you give to someone considering this product?

ensure your team is fully trained on the platform capacities as the learning curve can be steep for new users

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

NamRata S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Robust platform with excellent integration

Likeliness to Recommend

9 /10

What differentiates Experience Communications Platform from other similar products?

seamless integration capacity across multiple communication channel along with strong analytics and workflow tool

What is your favorite aspect of this product?

multichannel intake and queue management feature

What do you dislike most about this product?

the user interface feels outdated in some modules

What recommendations would you give to someone considering this product?

Ensure you are involve in both IT and business stakeholder early in process of align need

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Experience Communications Platform

What is Experience Communications Platform?

Company Details

Need Assistance?

Experience Communications Platform Ratings

87 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love Experience Communications Platform?

Chart

Pros

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

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

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

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

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.

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

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

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

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.).

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).

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

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).

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

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.

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.

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.

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 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.

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.

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

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.

Also Featured in...

Contact Center as a Service - Midmarket

Experience Communications Platform Reviews

Prashant S.

Reliable All-in-One Communication Tool

Likeliness to Recommend

Pros

Alok T.

Solid platform

Likeliness to Recommend

Pros

NamRata S.

Robust platform with excellent integration

Likeliness to Recommend

Pros

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Feature Ratings

Ticket Management

Workforce Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Knowledge Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Recording

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Breadth of Features

Business Value Created

Vendor Support

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement