“lets my phone act as a business line”

Pros

Using this app has been a big plus because it lets my cell phone act as my business line while still showing my business number. I can also send and receive text messages from my computer with my keyboard and customers see it as coming directly from me. Another feature I really appreciate is being able to tell right away whether an incoming call on my mobile is personal or business related.

Cons

The setup process wasn't bad but I did need a little help from tech support to get everything configured. That may have just been on me though because overall there's really not much for me to complain about.

“too many sync issues”

Pros

The text messaging features are the part I appreciate most on this platform. It's also useful that when I get a voicemail, I can listen to it right in the app and at the same time receive it by email as an audio file along with a transcription.

Cons

It is marketed as an all in one communications platform but in actual use it often comes across as slow and overpriced. The interface is a bit difficult to understand and even simple tasks like handling calls or managing users take more clicks than they should. Call quality is not always consistent especially during busy hours which hurts reliability. The mobile app feels behind other competitors and regularly runs into sync problems. Customer support can be slow to respond and the help provided sometimes lacks the technical depth needed. Integrations are also more limited than what many modern UCaaS platforms offer which makes workflow automation more difficult. Considering the cost, Unite feels outdated and less flexible than many other options available today. Overall, the experience is disappointing right now.

“outstanding support when it mattered”

Pros

During a very stressful time for our firm, our customer support agent was incredibly patient, dedicated and genuinely helpful every step of the way. She is easily one of the best customer service representatives our law firm has ever worked with. We truly cannot thank her enough. She made a huge difference for our business when we needed it most.

Cons

This was not caused by Intermedia but our firm waited too long to update our phone system and that caused some disruptions. Looking back, we only wish we had taken care of it much sooner. We havent come across any issues caused by the platform itself.

“top notch setup”

Pros

Getting started with this product was incredibly easy and using it day to day feels just as simple. The implementation process is absolutely one of its strongest points.

Cons

Honestly there wasn't anything about this product that I disliked.

“Easy to add and remove users”

Pros

It has been very easy to use and one of the biggest advantages is how scalable it is. I can increase or decrease the number of users depending on where our business plans are headed.

Cons

At times after the mobile app gets updated, it becomes a bit glitchy and I run into dropped calls. Usually, uninstalling and reinstalling the app takes care of the problem.

“amazing team”

Pros

Whenever I've needed help the support team has responded quickly and been genuinely friendly throughout the process.

Cons

Everything has been working well up to this point and I haven't run into any problems or issues yet.

“decent deskphones”

Pros

Getting used to their desk phones was pretty simple and overall they performed fairly well.

Cons

The customer service left a lot to be desired. Support took a very long time to fix problems and there were frequent outages in the area.

“voicemail transcripts that just work”

Pros

One of the best parts is how well it ties into our email system, every voicemail shows up in the inbox with both the audio file and a voice to text transcript. That setup is incredibly useful and even when someone has a heavy accent and the transcription misses a few words, the actual voicemail recording is still right there to play back.

Cons

I still haven't been able to figure out how to assign a separate ringtone on my cell phone so I can instantly tell when it's the office line calling. On top of that I can't seem to lower the Unite ringer volume either.

“Reliable all in one package”

Pros

It feels like a complete all in one solution that's not only simple to resell but also dependable. I also appreciate that the pricing is flexible so the cost can match what you actually need.

Cons

Their exchange services weren't really my favorite.

“solid value for money”

Pros

Working with their team has been excellent. They respond quickly and the overall value you get for the price is hard to beat.

Cons

So far I'm just hoping the software keeps improving over time especially the written dictation feature which is the only thing that need immediate improvement.

“dependable VoIP our team trusts”

Pros

Using this platform in our office every day has been a really positive experience. As an Intermedia partner, we brought the VoIP phone system into our own workplace first and it quickly proved itself in daily use. Once we realized how easy it was to work with, recommending it to our clients felt like a natural next step.

Cons

The one issue we've run into has been with routers on remote phones. Now that more people are working from home, many of our clients send office phones home with their staff. In some cases, those home routers don't play well with the platform because SIP ALG can't be turned off as a configurable feature. When that happens, dropped calls become a problem. It's a difficult thing to manage and there isn't a lot Intermedia can really do besides provide or suggest a compatible router with built in WiFi that home users can use instead.

“quick response time by support”

Pros

Whenever I've needed help, the support team has been consistently quick to respond and genuinely helpful.

Cons

I don't have any complaints.

“issues are fixed fast”

Pros

Any time we've needed help, customer service has answered right away and taken care of the issue very quickly. That said, we've only had to contact them twice in the past two years and both times everything was fixed within minutes. Thank you!

Cons

We can't think of anything we would want changed.

“convenient calling from anywhere”

Pros

Having most of the PBX functionality available in Unite is a big plus. The way it ties into both the desktop and mobile apps is really convenient especially when moving around the office or working remotely.

Cons

The BLF setup feels limited since the options are only all ring or no ring across every button. There's no way to assign different ring settings to specific BLF buttons. It's also a bit confusing figuring out where programming changes should be made since some updates happen through the Unite web page while others are done directly on the Yealink phone.

“works across multiple locations”

Pros

Being able to work from multiple locations and still have direct access to clients is a huge plus. I also appreciate that I can check my messages on any device, whether I want to listen to the voicemail or read the transcription.

Cons

I can't think of anything about the service that I dislike.

“packed with useful features”

Pros

A high quality product with all the features and functionality you'd expect. It really comes with all the bells and whistles.

Cons

The software is pricey which makes it tough to stack up against competing options.

“Simple to use”

Pros

The best part of this software is its affordable pricing and how simple it is to use.

Cons

There really isn't anything I dislike about this product and any issues that came up were resolved.

“voicemail transcription is fantastic”

Pros

Voicemails being transcribed and delivered straight to my email has been incredibly helpful. I don't miss names or phone number digits anymore. The website is also pretty simple to navigate and it lets me adjust everything from our greeting to billing settings. It honestly offers more than we really need but the pricing is excellent for what's included and I'd absolutely recommend it to others.

Cons

It has a huge number of features, honestly more than I need for my setup. Because of that, getting everything customized for a specific business can feel a little overwhelming at first but thats not a major problem.

“offers a lot of features”

Pros

Its been a big plus to be able to use this system from an office phone, a computer or my cell phone. It offers a lot of functionality and while the interface takes a little time to get familiar with, it's generally simple to use.

Cons

Online help is decent but it could do a better job of clearly explaining how to navigate certain screens when setting up auto attendants and voicemails.

“useful for remote access”

Pros

Between the system features and the unit functionality, it has covered what we need really well. During COVID and again while we were transitioning to a new location, having computer access to the system made a big difference. Bill from DataTele customer service was especially helpful in walking us through the process. After the move, we were able to add new units alongside the ones we already had without any trouble. The mobile setup has also been very useful for remote access.

Cons

We used a cheat sheet for feature setup and the online configuration walks you through each step for setting up different features. If anything comes up, the agent is only an email away and a phone call is available too if needed. There honestly has not been much of a downside.