Dixa Features

Platform (8)

Mobile User Support: Based on 46 Dixa reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Based on 85 Dixa reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 88 Dixa reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Based on 69 Dixa reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting: Based on 129 Dixa reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 146 Dixa reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Conversation Editor: Allows business to edit conversations to meet the unique needs of one's business.
Human-In-The-Loop: Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Ticket and Case Management (8)

Ticket Creation User Experience: Based on 87 Dixa reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 85 Dixa reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 87 Dixa reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Based on 124 Dixa reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Based on 107 Dixa reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 134 Dixa reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Based on 119 Dixa reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 140 Dixa reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Communication Channels (5)

Customer Portal: Based on 28 Dixa reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 137 Dixa reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 135 Dixa reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 30 reviewers of Dixa have provided feedback on this feature.
Voice: Based on 145 Dixa reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Self-Service Experience (4)

Knowledge Base: Based on 31 Dixa reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles: As reported in 32 Dixa reviews. Makes articles in the knowledge base searchable on the web.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices This feature was mentioned in 19 Dixa reviews.
Personalization: Gives the user targeted, personalized results based on their activity or preferences 30 reviewers of Dixa have provided feedback on this feature.

Self-Service Platform (1)

Communication (3)

Pop-up Chat: Based on 36 Dixa reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: As reported in 43 Dixa reviews. Delivers notifications to both sides of the conversation.
In-App Messaging: Allows for live chat to be enabled within the app for customer help. 36 reviewers of Dixa have provided feedback on this feature.

Internal Use (2)

Quality Assurance (3)

Engagement (3)

Performance (2)

Knowledge Pages (6)

Templates: Provides pre-made templates for wiki pages and knowledge articles.
In-Content Feedback: Allows users to leave feedback within a wiki page or knowledge article.
Versioning and Version History: Allows users to see version history and return to previous versions of wiki pages.
Decision Trees: Displays knowledge articles to be arranged in a decision tree.
Duplicate Detection: Detects any creation of already existing knowledge pages and alerts user
Content Editor: Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio

Knowledge Dissemination (9)

Page Analytics: Provides data on wiki page and knowledge article use.
Permissions: Allows administrators to provide permissions and gate pieces of content based on role.
Knowledge Sharing: Offers additional tools that facilitate knowledge sharing and collaboration.
Notifications: Notifies users when changes occur.
Advanced Search: Offers AI-based search capabilities
Browser Extension: Allows users to capture knowledge from the web
Organization: Allows knowledge pages to be organized into sections and subsections as needed
Other Integrations: Integrated with other tools to faciliate the sharing of information
Knowledge Integrations: Integrates with other knowledge repositories in the business

Channels (5)

Voice: Based on 98 Dixa reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Based on 89 Dixa reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.
Web Chat: Based on 96 Dixa reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 53 Dixa reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 105 Dixa reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Functions (6)

Session Routing: Based on 152 Dixa reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 164 Dixa reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 120 Dixa reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
IVR: Based on 72 Dixa reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 75 Dixa reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 72 Dixa reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Administrative (5)

Session Summary Notes: Based on 156 Dixa reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 145 Dixa reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 164 Dixa reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 74 Dixa reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 75 Dixa reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Responses (3)

Workforce Management (1)

Administration (5)

Automation: Automates some or all operation related tasks 21 reviewers of Dixa have provided feedback on this feature.
Performance Analysis: Based on 25 Dixa reviews. Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with. 25 reviewers of Dixa have provided feedback on this feature.
Forecasting: As reported in 19 Dixa reviews. Forecasts scheduling needs based on historical data.
Intraday Management: As reported in 21 Dixa reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Conversational Platform (4)

Personalization: As reported in 122 Dixa reviews. Identifies the customer and personalizes interaction at every touchpoint.
Omnichannel: Allows multiple related channels to interact at once to reduce transfers. 95 reviewers of Dixa have provided feedback on this feature.
Contextual Engagement: Based on 81 Dixa reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.
Proactive Engagement: Based on 30 Dixa reviews. Provides features for sending outbound messages to engage customers through proactive support.

Support Automation (4)

Intelligent Routing: Can route contacts to agents the customer has worked with before. This feature was mentioned in 91 Dixa reviews.
Seamless Escalation: Provides features for escalating conversations to the appropriate agent. 106 reviewers of Dixa have provided feedback on this feature.
Transcripts: Maintains a transcript of conversations from all channels. 93 reviewers of Dixa have provided feedback on this feature.
Self-Serve Support: Enables customers to resolve queries or issues without the assistance of an agent. 31 reviewers of Dixa have provided feedback on this feature.

Generative AI (13)

AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Based on 10 Dixa reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 10 Dixa reviews.
AI Text-to-Speech: Based on 11 Dixa reviews. Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 10 Dixa reviews.
AI Text-to-Speech: Based on 22 Dixa reviews. Simulates human-like speech from text inputs.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Based on 11 Dixa reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 11 Dixa reviews.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.

Automation - AI Agents (5)

Sales Follow-Up: Allows users to automate responses to customer inquiries across various channels.
Customer Interaction Automation: Allows users to automate responses to customer inquiries across various channels.
Lead Generation: Allows users to automate the process of generating and qualifying sales leads.
Document Processing: Allows users to automate the handling, processing, and management of documents.
Feedback Collection: Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Autonomy - AI Agents (4)

Independent Decision Making: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving: Allows the AI agent to identify and resolve issues without user intervention.

Automation (3)

Autonomy (4)

Independent Decision Making: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving: Allows the AI agent to identify and resolve issues without user intervention.

Customer Query Resolution - AI Customer Support Agents (5)

Automated Ticket Resolution: Allows the AI agent to autonomously resolve customer queries without human intervention.
Contextual Response Generation: Enables the AI agent to provide accurate answers based on the context of customer inquiries.
Sentiment Analysis: Allows the AI agent to analyze customer sentiment and adjust responses accordingly.
Knowledge Base Utilization: Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.
Multilingual Support: Provides users the ability to interact with the AI agent in multiple languages for global support.

Customer Interaction Automation - AI Customer Support Agents (4)

Proactive Customer Outreach: Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.
Feedback Collection: Provides users the ability to automate gathering and analyzing customer feedback after interactions.
Escalation Handling: Allows the AI agent to identify when issues require human intervention and escalate them appropriately.
Workflow Optimization: Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Agentic AI - Knowledge Base (3)

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives