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SpitFire vs Salesforce Service Cloud Comparison

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Overview

SpitFire Enterprise Predictive (SEP) is a web-based call center software which offers tools to launch blended inbound and...

Category Leaders

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

$

70

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.5

5

4

3

2

1

17

1

1

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
75%
would recommend this app

5

4

3

2

1

279

199

40

11

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

For companies like ours that are not very technologically inclined, having their customer service team available to answer questions and troubleshoot has been WONDERFUL and a must.

NS

Nate S.

Warren, Brent, Ankit, and Supria are all people at OPC that are amazing talents, and they have all of my confidence to work on our systems at any time.

BH

Ben H.

Nice to have a completely integrated solution for all customer information as well as script help for callers.

AR

Anonymous Reviewer

Pros

I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.

AR

Anonymous Reviewer

I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.

EO

Elaida O.

Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.

CM

Christopher M.

Cons

There was always a 3-5 second delay before the message was left so we were never able to use it. The company was never able to demonstrate a working product refused to give me my money back.

AR

Anonymous Reviewer

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.

CC

Christian C.

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.

AR

Anonymous Reviewer

Cons

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.

Claire B.

The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.

AR

Anonymous Reviewer

Similar to the product that salesforce bought and then killed DESK.com.

HF

Harry F.

  • Vendor responds to reviews
  • Last review10 months ago
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features43
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Animal Licensing
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scheduling
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Code Maintenance
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Recovery
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Equipment Maintenance
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fee Management
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Fund Accounting
  • GIS Integration
  • GPS
  • Geotargeting
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Land Planning
  • Lead Distribution
  • Lead Management
  • License Issuance
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Open Database Design
  • Outbound Call Center
  • Parking Management
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Photo Management
  • Planning & Zoning
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Property Database
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Video Support
  • Violation Tracking
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Website Integration
  • Website Visitor Tracking
  • Weed Abatement Control
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features181
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Animal Licensing
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scheduling
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Code Maintenance
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Recovery
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Equipment Maintenance
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fee Management
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Fund Accounting
  • GIS Integration
  • GPS
  • Geotargeting
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Land Planning
  • Lead Distribution
  • Lead Management
  • License Issuance
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Open Database Design
  • Outbound Call Center
  • Parking Management
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Photo Management
  • Planning & Zoning
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Property Database
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Video Support
  • Violation Tracking
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Website Integration
  • Website Visitor Tracking
  • Weed Abatement Control
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations6
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations117
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM