“Fantastic support and rollout”

Pros

Right from our first conversations about business needs and use cases with the Sales and Account Management team, all the way through implementation and ongoing support the whole experience has been incredibly impressive. The product works very well and the support has been outstanding. They turned both the selection process and the project itself into a genuinely rewarding experience and that has continued even now.

Cons

My only regret is that we didn't discover it sooner and make the switch earlier.

“User-friendly call center setup”

Pros

This tool has a very user-friendly interface so people with almost any level of technical experience can get comfortable using the software without much trouble.

Cons

At times the call pop feature doesn't work the way it should and that leaves me getting a missed call notification instead.

“Reliable call routing”

Pros

Easy to use platform and it handles call routing really well. Because of that, we don't have to worry about missing customer calls.

Cons

One thing I'd still like to see is the option to set working hours for each individual agent so I wouldn't keep getting calls after my shift ends.

“Like having a real phone”

Pros

Using it from my laptop or computer still feels almost the same as handling a real phone which is something I really appreciate.

Cons

It does depend on having a very strong internet connection and in our area of Peru that can be difficult at times.

“Shared contacts that deliver”

Pros

Having one shared place to manage contacts has been a huge help for our team. It makes day-to-day work much simpler because everyone can access the same information whenever they need it. It also keeps important connections from slipping through the cracks and anyone running a business can definitely appreciate that.

Cons

Up to this point, I haven't run into any features I dislike and even the ones I don't use often tend to end up being useful in one way or another.

“Responsive support every time”

Pros

Working with their support team has honestly been a pleasure. Out of all the third-party vendors our company deals with they stand out as the most responsive, patient and understanding. Whenever I reach out for help the issue is usually resolved on the first try and the team is consistently knowledgeable, experienced and willing to accommodate whatever we need.

Cons

Their Voice portal is definitely not the worst admin interface I've used but it can still be confusing when you're trying to track down where a phone number or extension is located. It often means manually checking multiple sections and bouncing between "auto attendant," "call groups," "call center locations," and "users," which makes the process take longer than it really should.

“Flexible customer communication”

Pros

One of the best parts of this VoIP call center is how it lets businesses stay in touch with customers in a convenient and flexible way.

Cons

Honestly, I can't think of anything I dislike about it.

“Powerful routing and analytics”

Pros

Advanced call routing has made a big difference in how customer interactions are handled. The detailed analytics offer valuable insights that help with better strategic decisions. On top of that the CRM integration works really well and helps keep communication much more organized and efficient.

Cons

Getting used to the interface can take time especially for new users. The mobile app is also missing a few features that are available on the desktop version. It would also be better if the customization options for call flows and IVR were a bit more flexible.

“Frequent call drops”

Pros

Accessing it is easy and the desktop interface looks quite good too. Overall, it feels very user-friendly.

Cons

My biggest frustration is how often calls get dropped. On top of that, I regularly lose audio when making outgoing calls.

“Responsive support team”

Pros

Their customer support is really responsive and they get back to customers quickly whenever something comes up.

Cons

Only downside is how long maintenance tasks can take to complete.

“Never miss a call”

Pros

It helps us avoid missing communication opportunities when we're already on another call or tied up in a meeting.

Cons

I can't think of any downside with this service right now. It's been an excellent option for us.

“Reliable calls”

Pros

One thing that really stands out is how consistent the call quality has been. Dropped or garbled calls hardly ever happen and voice clarity stays reliably strong. On top of that, customer support has been quick to respond, knowledgeable and genuinely friendly. The desktop and mobile apps also work together very simplely so our staff needed very little training or extra help to get comfortable with them.

Cons

Thing I'd still want is the ability to block calls globally from the admin web portal instead of having to send in a support request.

“Quick setup”

Pros

Getting the system up and running was very easy and using it day to day has been just as simple.

Cons

Only real downside is the usual learning curve that comes with getting used to any new system.

“Excellent call flow routing”

Pros

Our team benefits a lot from the automated attendant especially when it comes to directing call flow across multiple groups.

Cons

A few additional reports would make it even better but aside from that, it works really well for our company.

“Very practical for daily work”

Pros

Using this tool day to day feels very easy and it's been highly effective for us in our regular workflow.

Cons

Every now and then it slows down a bit but the troubleshooting team is always able to sort it out.

“Smart call routing for busy teams”

Pros

With more than 100 agents across 2 businesses, this has been really helpful for directing calls to the right agent or the right business. It does a great job of helping our office handle incoming calls properly and keeps everything routed where it needs to go.

Cons

Getting the hang of it in the beginning can be a little confusing but the support team is excellent and makes the process much easier.

“IVR takes pressure off”

Pros

It really helps our company because the IVR takes care of most of the cold calls. That lets employees stay more focused on their daily work instead of getting interrupted all the time.

Cons

One frustrating part is the mobile app. Missed call notifications stay on the phone forever and there's no way to clear them out. Also, when the system is down, you can't access reports for incoming calls during that downtime. On top of that the desktop app, itOne, seems to glitch every couple of weeks so you have to be ready to uninstall and reinstall it again.

“Friendly support and simple setup”

Pros

Simple to use and the customer service has been friendly and responsive.

Cons

The system has been excellent overall and the team has always been helpful whenever I needed support.

“Very practical for daily work”

Pros

Using this tool day to day feels very easy and it's been highly effective for us in our regular workflow.

Cons

Every now and then it slows down a bit but the troubleshooting team is always able to sort it out.

“Smart call routing for busy teams”

Pros

With more than 100 agents across 2 businesses, this has been really helpful for directing calls to the right agent or the right business. It does a great job of helping our office handle incoming calls properly and keeps everything routed where it needs to go.

Cons

Getting the hang of it in the beginning can be a little confusing but the support team is excellent and makes the process much easier.