Jive Contact Center Software


 

Jive is a cloud-based contact center solution designed for companies of all sizes that helps users manage call queues and incoming customer calls. Features include interactive voice response (IVR), automatic call distribution (ACD) and customer relationship management (CRM) integrations.

Jive features real-time queue reporting, which helps users monitor how many agents are on calls, measure active talk time and track current calls in the queue. Agent-tracking reports allow managers to track agent totals, aggregate statistics for selected queues, date ranges and view data for specific agents. Contact-center performance can be displayed in real time with live wallboards.

Jive Contact Center Pro offers customized reporting and analytics, skills-based call routing, automatic call back, agent scripting, text-to-speech features and speech analytics. Contact Center Pro also offers configurable priority queues and integrations with Google, Salesforce and Outlook.

Support is offered through an online help desk, over the phone and through user manuals.

 

Jive Contact Center - Queue summary
 
  • Jive Contact Center - Queue summary
    Queue summary
  • Jive Contact Center - Support queue
    Support queue
Supported Operating System(s):
Web browser (OS agnostic)

150 Reviews of Jive Contact Center

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Karen from Liberty Tax Service

June 2017

June 2017

I absolutely love my Jive system. Great bang for my buck! I have recommended jive to many others

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Pros

The flexibility is my favorite thing. my business is seasonal so the features meet the changing needs of our company.

Source: Capterra
 

Mohamed from TLC HomeCare Services
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Been with them for over 5 years. Great service!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

Excellent customer service. Have been with them for over 5 years. Always helpful in resolving your issues.

Cons

No customer service on the weekends.

Have been with them for over 5 years. Always helpful in resolving your issues.

Source: Capterra
 

Rudy from Oughtness Group
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

They have successfully taught a Luddite !

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Everyday, no problems, no hiccups, no crashes, no unexplained mysteries.

Pros

These guys get it! The world does not want to learn everything about telephone systems. Small business owners want to plug 'n' play. But complicated products need setup. Jive was there with me in setting up my two phone system (soon to be three!) They walked me through all the setup and settings, and even fought comcast for me. I would have given up and sent everything back but for the outstanding customer service. That's the value I get, not all the gee whiz stuff that I'll never use.

Cons

By definition, if you want a powerful phone system, you need a big manual. My questions are so basic, I could never find the answer. Need more of a basic startup and then drill down to more information.

Source: Capterra
 

Kevin from TazWorks
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

It does the job well

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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We can call and make calls for our company without the need of a hardline.

Pros

Call quality sounds good. Calls are well tracked. We like having our call dashboard up to see incoming and ongoing calls.

Cons

I would like more custom reporting and dashboard options. I want to be able to better track how we are doing while showing the live calls on the same dashboard.

Source: Capterra
 

Kris from All Season Financial Advisors
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

I love working with the Jive Communications team as they are always very helpful and friendly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Quality
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Support

It's seemless and flexible. When our phones and systems (internet) goes down, we can have the phones quickly forwarded to our cell phones and thus, we don't miss any client calls or requests.

Pros

It's extremely flexible and we can make changes on the spot. If we have a snow day or are working from out of state, we can have the phones forwarded to our cell phones, etc.. and the clients would never know we weren't in the office. You can also forward calls to a cell phone, so when the boss is on the road, I can forward a client directly to his cell and again, they don't even know he's not in the office.

Cons

Sometimes I struggle with making the changes online (not as intuitive as I require, but then again maybe it's just me), and need to call to request assistance from the Jive Support staf., However, they are great about accommodating my requests and making the changes immediately as needed. Would like more step by step instructions available online so I can do it myself if possible.

Source: Capterra
 

Cori from Precision Physical Therapy & Fitness

June 2017

June 2017

Been with Jive for years, happy with it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support
Pros

The user portal is by far the best part about this application. We've looked at using other services and decided against it because of the ease of using Jive.

Cons

Jive seems to be growing faster than they can manage at times, when the portal doesn't work as intended it can be hugely frustrating

Source: Capterra
 

Dean from Farmers Insurance
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Seamless integration from the beginning. Excellent drag and drop user interface for Dial Plans.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

Very user friendly phone system. We can make it do anything a phone should and then some.

Pros

The software is easy to use. Customer service is responsive, very well trained and top-notch professional courtesy. The product works great - One service interruption in 1.5 years.

Cons

We cannot get the texting portion of the system to work properly. We have had help from Jive setting it up - may be user error.

Source: Capterra
 

Jose Rafael from Gonzalez & Morales Law Offices LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Very Good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
Value
Support

Great value, great product, plenty of flexibility.

Pros

What I like the most is the fact that I have control and plenty of flexibility over the programming of my virtual phone system. Unfortunately it has a learning curve which I have not been able to master yet. But I am working on it.

Cons

What I like the least is the learning curve. It has not been easy to program the answering service. I like the visual effects, but the learning curve is steep and is not always obvious.

Source: Capterra
 

Sandy from Knotts Family Agency

June 2017

June 2017

We are a small non-profit and the quality and value are exceptional

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

Able to track each user. Voice messages are also saved in email's. Able to make calls on our eel phones as if we are calling from the office

Cons

Unable to put a call on hold and pickup at another extension with ease. Faxes take a while to come thru

Source: Capterra
 

Maria from Window Gang Miami
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Fantastic!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
Value
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Pros

We love everything about our software! We began using Jive in 2014, we would not have chosen it any other way. Thank You!

Source: Capterra
 

Pierre from ServiceMaster de l'Outaouais

June 2017

June 2017

Tough startup and integration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Capability of transferring current phone numbers associate with me or the company

Pros

Has more than expected. Relatively easy to use. Polite CS agents and great followuo System. Jive has met my expectation on troubling issues.

Cons

Cannot go back to main menu on non answered calls. Little bit of mixup on sales promises and agent documentation on recurring issues.

Source: Capterra
 

Nicholas from GrubHub
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2017

June 2017

The set up and deployment of the phones was very quick and easy

Ease-of-use

Functionality

Product Quality

Value for Money

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Product Quality
Quality
Value for Money
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Pros

Fairly easy to use and the documentation is all there to back it up. Customer service chat is great if there are configuration issues. The wizard provisioning is great because it gets you through the entire process and all you have to do is plug in the phone.

Cons

There are no notifications if you did not save. If we are doing a roll out of a lot of phones that need to be done quickly this can be an issue and saved items could be missed.

Source: Capterra
 

Winston from Yu Shan Co., USA

June 2017

June 2017

I like the customer support, they always respond very quickly and always helpful.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I can say it's 99% up, and it has become more and more reliable now. I can't remember what's the last time I called them.

Cons

The admin panel is somewhat confusing. Need some time to learn. I have problem to set up the route most of time.

Source: Capterra
 

Sean from Family Sleep Diagnostics
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Easy to sign up, setup, and get going.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
Value
Support

The ability to change any aspect of the company's phone system on the fly from anywhere without having to maintain my own servers.

Pros

Simple software to start a small business with remote hosted VOIP. Lots of customization. I'd say there were a lot of features they went for and that's a good thing (mobile/desktop versions of the software).

Cons

The mobile app is awful, constant disconnects and poor quality. The desktop app was a challenging to install and even required a 3rd party option. Had to stick to using standard plastic phones.

Source: Capterra
 

Sterling from SMS
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Nothing less than Stellar

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It saves me time and money and makes my business better.

Pros

Best customer service I've ever experienced. Great product, easy to use, great price point. In my opinion so much better than anything else on the market.

Source: Capterra
 

Sara from Merry Maids
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Customer support is always very helpful!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The ability to have so much versatility no matter where I am. I can have calls forwarded to my phone and I especially love the voicemail being sent straight to my email, so I can stay connected with customers no matter when/where I am .

Cons

Sometimes sending an e-fax is quite a chore. It took a long time to get the system figured out for sending a fax because you have to do it just right.

Source: Capterra
 

Richard from Community Action Partnership of Strafford County
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Excellent features for a great price.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
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Support

Administer from anywhere, just need a browser. Easy setup, automation, conference calls, multiple directories....just many, many benefits.

Pros

Many features right out of the gate, plus Jive is always adding features and making the solution even better. The pricing is great, granted I am a Not for Profit, but even with that considered, price it yourself as I know you will find it a great value.

Cons

Honestly I had to think about a "Con" because the solution is really great, however, I feel moving a User and reassigning the phone could be a little easier or "cleaner" if you will.

Source: Capterra
 

Tyler from Tri Mission Company

June 2017

June 2017

Desktop app not great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The concept of VoIP is very flexible and allows me to make and receive calls without even removing my headphones. Jive also has a powerful admin console.

Cons

The instability and inconsistent call quality. We have to use a third party software (Jitsi) through SIP because the Mac app had not been developed (it may be around now), and jitsi has not proven to be very stable.

Source: Capterra
 

Grayson from Living Waterscapes
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Jive has the best customer service of any VoIP service I have used.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
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Support

An easy to use automated system for our phones and consolidation.

Pros

The software interface is easy to use and support is always helpful. I haven't had any issues running the interface in any browser.

Cons

It's a little hard to find what you need quickly due to so many features. Their new beta interface cleans this up a bit.

Source: Capterra
 

Diane from Fairway Independent Mortgage Corporation

February 2017

February 2017

A way to have your office mobile

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Quality
Value for Money
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Support

I used the jive mobile app often. It allows me to run my business from anywhere because clients see my office number and not my personal number. Sometimes it disconnects or has low signal quality but more often it works well.

Source: Capterra
 
 
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