OpenText Fax

Pros

This gives us a lot of flexibility in the way fax messages can be delivered which has been a big advantage. It's also really useful to have the Service Provider Edition since it lets us separate departments and modify faxing to each team's needs while still keeping the right security boundaries in place for HIPAA compliance and similar requirements. Scalability is another strong point especially with the solid failover capabilities. On top of that their technical support has been outstanding and consistently willing to jump in no matter what the issue is.

Cons

Something that's missing is a Mac app which makes it harder to fully integrate Mac devices with this. Another limitation is not being able to chain or combine Sites within the Service Provider Edition while still preserving each site's settings. Also because it includes so many features, it can be difficult for a business to figure out the best practice approach for setting it up and they could do a much better job guiding customers through that process.

Pros

Setting everything up is pretty simple and it offers a lot of customizable parameters. Fax traffic runs well and inbound faxes can be routed to many different destinations depending on your needs. There are plenty of other configuration options too. I also appreciate that end users can monitor fax traffic themselves through the console. Another really useful feature is High Availability with cluster mode, where two independent fax servers stay synchronized. That HA setup lets us handle maintenance and system updates without disrupting production fax traffic.

Cons

One limitation is that the desktop client is only available as a WebClient. A full software client for end users would be a welcome addition. Right now, only the basic app can be installed. The vendor knowledge base also needs improvement since it is not very easy to find answers for simple issues and most of the time I end up opening a vendor service ticket to resolve problems.

Pros

One of the best parts has been the support resources available to us. The team responds very quickly and consistently provides the information we need. Will Larson has been especially helpful and the training he delivers has been extremely valuable for our team.

Cons

At times, the documentation can be a bit hard to navigate when trying to find specific information. It would also be helpful to have a more convenient way to print confirmation pages at the time a fax is sent.