Time zones are extremely convenient and the reports allow us to track & improve metrics. It's been priceless in that regard. We also almost never experience any major issues with connections or quality.
It does require a strong network for all the features to work seamlessly but once everything is in order, SPX maintains a strong connection & never drops a call. It's turned out to be a very pleasant experience since integration.
Thank you very much for taking the time to write a review!
Having now worked as a Director of Marketing in the call center industry for over 20+ years I can say with complete honesty that I have seen it all! I have worked with many, many dialers in my tenure and worked with many, many organizations that support them. And while I will refrain from speaking negatively about those in the past that seemed to turn in to a complete nightmare, (despite the due diligence I put forth before purchasing them) or the ones that absolutely, almost overnight mismanaged and almost destroyed my entire previous customer database. I will Instead focus my thoughts and words here to convey the complete truth with respect to the current one we operate with from OPC Marketing. Our call center has been for several years now been operating from the dialing solutions put together and supported by OPC Marketing and to say that the experience has been pleasurable would be a vast understatement! Aside from the fact that the functioning of the machine itself comes with complete ease and efficiency, for us, the added bonus has been the people at OPC themselves. From Warren. Abby and Brent, to Steve Brownrigg in the sales office and even the ownership themselves, we as a company could not possibly be happier and it is my utmost pleasure to say to anyone who may be in the market for a dialing solution, OPC in my view is literally the only way to go. The support we have had through them and still have today, from the customizations we have requested, to the IT support when needed (which is incredibly rare I might add) to the silly questions we may even ask of them from time to time All I can say is that we could not possibly be happier! They are proactive, innovative, and very much involved from the top to the bottom. Should anyone ever be assessing different dialer engines, platforms and or companies to move forward with, simply put.. Stop! Because you have already found what I believe and know is by far the best available on the market today, period! Most sincerely, Jason White Landmark Home Solutions
We have a dialer that works most of the time and a 2nd dialer (older software) that was sold to us that is no longer being upgraded and that one barely works.
Fast setup and works. Has reporting features and can set time zones as well as you can now integrate with salesforce.
They suggest you reboot the system at least 1 time a week. Another issue we have is when Windows updates are installed an server is restarted all the services that run the dialers don't always start even if they are setup to restart if they fail to start.
Likelihood to recommend: 4/10
I have been a Spitfire reseller since early 2006 and have purchased multiple Spitfire systems since then - see www.callcentremagic.com/clients.html for a representative listing of some of these sites, their missions, size and connectivity method used. Initially I was selling Spitfire Pro but ever since the launch of the more robust and fully featured Enterprise Edition my clients have been demanding the newer release, which is written using .Net and Silverlight. I now have sites ranging from just 4 seats up to 50 seats using Enterprise, with a pending order for an initial test 25-seater going into a 5,000 strong call centre, split between Australia and the Philippines - I've been told the executives who were handed the proposal laughed when they compared our pricing to the much higher, forever ongoing hosted rentals they have to pay each month at the moment :-) Another site of interest has the Spitfire Enterprise server in North Sydney, Australia and 20 telemarketers based in LA, California; when the LA-based agents log on, the dialler immediately calls their extension back, holds that channel open then starts placing calls into Australia. Because the channels are already open, this results in very fast transfers as the dialler simply has to conference the channels together once it has detected a 'human'. Using OPC's superb Support and technical teams, we have integrated with multiple CRMs (MS-CRM, SalesForce, ACT! etc) as well as a variety of PBX platforms such as Avaya, TrixBox and Panasonic systems. In fact, I've yet to find a CRM or PBX we can't talk to... So, in summary I'd have to say that I wouldn't like my livelihood to depend on any other system, the Spitfire has proved itself again and again with different clients, sites, missions and technology - I couldn't endorse it enough for mission-critical calling.
Pretty much everything is OK , it is easy to navigate as a administrator and for the agents as well
The problem I have with this software is the fact that once a agent has dispositioned the call it cannot be modified. For example if any information is incorrect it cannot be corrected. Also if an agent duplicates the order in the dialer you cannot remove any of them. I also have an issue with the fact that if an agent forgets to print the order, I cannot go into the dialer and reprint it.
Starting @ 70.00/agent/month
$month /280.00for 4 agents
$840/month for 12 agents
$1680/month for 24 agents
$3360/month for 48 agents