About Jive Contact Center

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 cal...


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Supported Operating System(s):

Web browser (OS agnostic)

201 Reviews of Jive Contact Center

Average User Ratings

Overall

4.60 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(140)

140

4 stars

(47)

47

3 stars

(11)

11

2 stars

(0)

0

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 201 results

March 2019

Nic from Pacific Union College

Verified Reviewer

Company Size: 51-200 employees

Industry: Education Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

March 2019

Feature-Rich and Straightforward Hosted VoIP

Jive, the product, is fantastic. Likewise, Jive, the company, is phenomenal as well. There are few companies whose support team is a joy with which to work, but Jive has nailed the customer support experience.

Pros

I deployed my first Jive hosted VoIP solution in 2012—I think the company was just six years old at that time. Even back in 2012, Jive shone as a feature-rich and intuitive provider of hosted VoIP with budget-friendly pricing plans. Today I continue to use Jive in an education setting for a fundraising call center. Jive's admin portal is an easy-to-use command center for a VoIP solution of any size and allows total control over your cloud PBX. Best of all, Jive's incredible visual dial plan editor makes building a solid phone tree literally as easy as connecting the dots.

Cons

I think the area where Jive should focus on is improving their VoIP offering for a more integrated solution for end users' workflows. Microsoft's Skype for Business is an excellent example of this concept correctly implemented, where a device like a Polycom VX series phone can communicate with the Skype for a Business client running on a user's computer and allow for call control, soft button assignment, etc. Jive Web, Jive's browser-based softphone is a step in the right direction, but it feels a bit dated and lacking when compared to a product like Skype for Business.

August 2017

charles from @Work Personnel Services

Company Size: 501-1,000 employees

Industry: Staffing and Recruiting

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

August 2017

Overall positive experience.

Lower setup costs, lower operational costs, lower maintenance and management costs. Allowed management of communications systems to go in-house.

Pros

Does what you think it should do, completely replaces analog phone systems and the need to have an expensive technician setup or manage the system. Plenty of functionality and customization options. Drag and drop Dial Plan. Easy to modify and expand as business needs change, Multiple location support. Competitive pricing. Fast, friendly and mostly knowledgeable support team.

Cons

Some setup and troubleshooting information that should be plainly available can be hard to find. Fully understanding the console, setting up lines, users, dial plans, devices, etc., and managing the system is not for the technically challenged. You need a logical mind. When reaching out to customer service, the first person you speak with in support can't help. Their job is to give you a ticket # and transfer you. Some very tiny, inconspicuous settings can have a major impact on how the system works or does not work. You should be able to modify dial plan items (like message recordings) from a direct link within the dial plan. Initial issues with call dropping, but since resolved. Any VOIP's downside is dependence on decent internet connectivity. If the internet is having issues, your phone system will have issues. Rebooting your phones seems to fix most issues.

October 2018

Dustin from Pep Funding

Verified Reviewer

Company Size: 2-10 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

October 2018

Good when it works, but constant updates causes a lot of bugs..

Used the service for years and most of the time it worked great but was a huge hassle when it didn't work.

Pros

The phone system was very easy to setup and full of features

Cons

constant updates to their system which caused performance issues and left the tech support team often shrugging their shoulders until the development team had a fix..

November 2016

Jeremy from Brickl Bros., Inc.

Company Size: 51-200 employees

Industry: Construction

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

November 2016

Jive Review of Beta Web Client

I didn't spend a ton of time testing for two reasons. A softphone web client was in beta and there wasn't a lot to test. The second reason is for the cost I didn't feel I was getting much for my money due to the lack of a fully functional softphone. I felt Jive was way behind on the software side yet still charging a significant amount of money. I opted to go with 3CX which is significantly less expensive and offers a similar feature set. I feel that Jive has potential to be great but they need to get there fast. There are three areas in my opinion where Jive could differentiate them from their competitors: 1. Make the hard phone and soft phone fully integrated so that when you pick up the handset on the hard phone the soft phone also opens a line and vice versa. Look at Mitel's UC agent. They did a great job on this. 2. Make the soft phone web version easy for a receptionist to use. Deploy the web version to companies that take over a 100 calls in a day and take the feedback seriously. 3. This seems like a small feature but I believe that it is an important one. I found that not many cloud VoIP solutions can play a beep when doing an announced/warm transfer. When the receptionist hands off the call the person taking the call has no idea when the call was actually transferred. It's an annoying feature that just makes sense and should be there. I believe it is a feature found more in traditional PBX systems and has been lost. 4. A big negative for me was the lack of control over updates. I had RingCentral and the Polycom updates that were pushed out were not good and changed the way our receptionist was able to handle calls. If you could figure out a way to allow the administrators control over when and how updates get pushed out you would have a huge advantage. It would be ideal to be able to deploy to a pilot group of users to see how the new update is going to affect users before pushing it out to the entire company. With 3CX I can at least plan for when I want to do the update and give users a warning. I can also wait a few weeks and see if other people are having issues with the updates before I decide to push them out. Lastly, find a way to get your price down. I know you are competitive but with systems like 3CX that can be placed in the cloud I see no value add going with Jive. Most important, listen to your user community and put a system in place that allows them to contribute to the product. Thanks, Jeremy Miller

Pros

Already submitted a lengthy review.

Cons

Lack of mature software client and consequently cost.

April 2015

Stephen from Coastal Millworks, Inc.

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

April 2015

Couldn't be happier with JIVE!

Our company switched over to Jive VOIP phones after speaking with sales reps from several Hosted VOIP providers (8x8 and Mitel were the runners up). I choose Jive because of the awesome feature set (all included), no contract and great customer service. Some of the features that Jive includes for free are upcharges with other companies (Presence Monitoring, mobile soft phone app, chrome browser plug in with click to dial, virtual fax, unlimited conference bridges' etc). It is really nice to be able to have all these if you need or want to use them. I also really like the user interface and dial plan editor which is super easy to use and makes customization almost unlimited. About the only feature you would have to pay more for is space for call recording on Amazon if you want to record calls. We had a few great demos with the setup folks and they were all very knowledgeable and very willing to help. It is really impressive to me how good the customer service with Jive is. Everyone I have ever spoken to there is so helpful and friendly. Jive gave me 2 polycom phones on a free trial which was great. We ended up going with the VVX400 phones. During the trial we were able to determine we had an internet issue with Comcast (Maybe Jive can give them a customer service lesson!) and were able to get that resolved before going live which made the turnover much better. I highly recommend a trial period. Our number port was quicker than expected and we have had great call quality since we switched. We have 50mbps down and 10mbps up Comcast business internet connection and 10 phones. We did have some issues with the presence monitoring that Jive's awesome tech support ironed out with some setting changes on our SonicWall firewall (increase UDP time out to 300 for any IT folk). I knew I wanted Hosted VOIP to get rid of the maintenance and upgrades associated with having our own PBX' But, I was worried to make the switch after having most local phone folks try to talk me out of it and hearing many call quality horror stories. But, through the whole process Jive was very helpful and they make it possible for you to switch without worry by doing a free trial. I am very happy with my choice!