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)

163 Reviews of Jive Contact Center

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Jerry from Neuspeed
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

We switch from Frontier copper system to Jive's cloud phone system, COULD NOT BE HAPPIER!

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

Cloud phone functions. We streamline call handling efficiently with the addition of mobile apps. Big saving on monthly bill is definitely a big plus.

Pros

- Awesome customer service and tech support, pre and post!
- They guide you through the switch step by step.
- Dashboard is really intuitive and easy to use, perfect for end users but robust enough for your IT guy.
- Great discount on hardwares.
- Great voice quality.

Cons

- Billing starts right away. It is fine if you are getting new numbers, but porting takes a couple of weeks and the meter is running during that time. No biggie, we used the time to setup and get familiarized with the system.
- Firmware updates sometime require rebooting the phones, and you don't know if the reboot failed. You have to find out the next day that the phones are a little off. Then all you need to do is to reboot them manually. That fixes our problem 10 out 10 times.

Source: Capterra
 

Barb from Meridian Associates

August 2017

August 2017

Great customer support!

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
Value
Support

Customer support and online access to change features.

Pros

Easy to use and great customer support. Online access to be able to set up users and change features.

Cons

Phones do go down at times. Some calls get dropped or calls do not go through. This may be due to internet connection.

Source: Capterra
 

Shari from MarketSmart LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Website is difficult to maneuver - but fortunately their customer service is first class

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
Value
Support
Pros

It's not so much the software that I like the most - it's the customer service that backs it up. The chat tool allows quick easy help at your fingertips. They are always very pleasant and helpful. I don't even try to make changes anymore. I just pull up the chat tool and within minutes they have made my changes for me.

Cons

The site is not user friendly. As the administrator you have so many places to go to make changes, users, Lines, devices. I was hoping the new dashboard would help. It's the same difficult design - just cleaner and grouped differently.

Source: Capterra
 

Michael from Waldvogel Commercial Properties, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

It took us a while to figure out the software but once we did we were very pleased.

Ease-of-use

Functionality

Product Quality

Value for Money

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

We like being able to receive our voice mails via email and the ability to save the .wav files. We also appreciate having the ability to establish dial plans, automatically routing calls as required by our ever changing needs.

Cons

We had some difficulty learning the program as did the vendor who sold us the product. While support was good both from our vendor and Jive it was frustrating and required more time than we anticipated.

Source: Capterra
 

Doug from Southwestern Law School
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

We ported 300 phones from a traditional PBX to Jive's hosted service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

Tremendous cost savings compared to the previous provider. Much more control and functionality.

Pros

The system functions very well. The user has lots of control over configuration. Fantastic customer support.

Cons

There are some missing features and quirks with the online PBX but nothing that affects core functionality.

Source: Capterra
 

Elizabeth from Prestige Home Solutions

August 2017

August 2017

I manage jive for my company and it's made a huge positive impact on daily operations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

Easy to set up. Has all the features we really need as a business. Call tracking and recording was why we chose jive

Cons

The hard phones can't work off of wifi and require hard lines which is challenging when many phones are required

Source: Capterra
 

Jay from Church of Jesus Christ of Latter-Day Saints
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

we use the phone systems and they work well. We have 5 locations and they communicate well internall

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Telephone services

Pros

we use the phone systems and they work well. We have 5 locations and they communicate well internally. We do conference calls from folks in the state and it is crystal clear

Cons

Price, but that is a given considering we are a non profit organization. But we know that there is a cost to everything and we pay each month accordingly.

Source: Capterra
 

James from FBC Bay Saint Louis
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Jive has allowed us more productivity in handling phone calls.

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

We most like that Jive has an easy-to-adjust editor for our phone system, allowing us to modify as needed. The mapping makes it very clear as to incoming calls.

Cons

The only thing we dislike about this software is that it's based solely on Internet, which seems standard, yet if the power or Internet goes out, so does our phone. That's not Jive's fault, though, and it just comes with the territory of VOiP.

Source: Capterra
 

Joe from Galileo Search, LLC.
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

The folks at Jive make having a phone system simple.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Value for Money
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Support

Replaced our closet sized, out of date, ridiculously hard to maintain phone system! What's not to like?!

Pros

The forwarding feature is right up front and makes it easy to ensure you don't miss a call. The optional online interface is so user friendly!

Cons

There is so much that the system does - it is hard to incorporate all of the features in the day-to-day, sees like I am always learning about what the Jive system can do!

Source: Capterra
 

MIMI from PROACTION INSURANCE SERVICES
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Friendly and prompt service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Value for Money
Value
Support

Being able to block/black list spam callers. Setting up options for where the calls will ring. Setting personalized voice message for office hours.

Pros

The ease of use. The various options and features that enables us to incorporate the options into our business needs.

Cons

Having to login to make changes into the phone system rather than being able to select on the phone.

Source: Capterra
 

Deborah from Baskin & Grant, LLP
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Jive has outstanding customer support.

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

I mostly value the outstanding customer support. The software is great for small businesses, like ours.

Cons

The set up is quite complicated and difficult to use/set up without using tech support. If we had full-time IT person, that may fix itself.

Source: Capterra
 

Stacey from 5 Point Physical Therapy PLLC
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

excellent!

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
Value
Support
Pros

The voice mail and the individual voicemails, the on hold music ( we actually customized it), the yelling T48G phone is great and easy to use.

Cons

Sometimes I wish I knew how more of it worked! I am learning but wish I really understood more. I also hate the cordless Yealink phones. Hard to use sometimes.

Source: Capterra
 

Sid from Pierce Enterprises
Number of employees: 1 employee Employees number: 1 employee

June 2017

June 2017

It is a great company

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

It is great

Pros

It works easily and can be opened and used easily. Once you are logged in, you can find what you are looking to do easily.

Cons

It is very extensive and has a lot of options you can do. It can be intimidating since it is so much software.

Source: Capterra
 

Wayne from D & d bail bonds
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

I am very happy with jive but would like to see call transfer feature

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Call recording

Pros

Being able to sign online and change settings then add or delete cell phone or change to cell phone or cell user extension

Cons

Not being able to transfer from ext to ext when forwarded to cell phones this feature was and is available on vonage

Source: Capterra
 

Tim from Keith M. Merrick Company

June 2017

June 2017

We switched for the cost savings with only a few minor bumps along the way.

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 software is easy to use and understand. It is very graphical with its drop and drag design. We rotate people covering the phone on weekends and Jive software makes changing it quick.

Cons

I am a Mac user and flash is a big part of the software and Apple seems to be moving away from flash. It would be helpful to be able to put descriptions/titles in some of the components of the "Dial Plan Editor".

Source: Capterra
 

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

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

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

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

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