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)

179 Reviews of Jive Contact Center

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Shannon from Paubox
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Day to day sales and general calls for work

Ease-of-use

Functionality

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Value for Money

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I do have a lot more faith in using this communication software for my day to day calls. The flexibility in working remotely is great when I am at home or traveling.

Pros

From our experience with our previous VOIP system, Jive has proven to be a lot more dependable, meaning less dropped calls and less synching issues. Haven't had many problems with the mobile app for my android based phone either.

Cons

As with all VOIP systems, the quality of the telephone calls is dependent on the quality of your WiFi. If I leave the program open overnight, the jive connection to the communication system is affected and I end up missing calls or am unable to dial out. It is a simple fix, just close the program and reopen, usually does the trick. Since the program was not connected properly, I have no record of missed calls, unless there is a voice message.

Source: Capterra
 

Victoria from Sarasota Dental Arts
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

We've been using Jive for about 2 months. Its easy, efficient & full of great features!

Ease-of-use

Functionality

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phone tree, app usage to connect remotely with clients without them knowing there is an out of office event, e-faxing. We had frequent issues with our landlines and Comcast did not provide prompt services to get a medical office back online, we've yet to experience connectivity issues with Jive. There's used to occur weekly and we would be without phones for half the business day or longer with no explanation. We are extremely satisfied with our switch to Jive and look forward to the many upgrades they offer.

Pros

We like the programmable settings including ease of changing phone trees, call forward features and being able to call using the app and our patients think they are reaching us in the office while we are mobile.

Source: Capterra
 

Lyubomir from Corsia Logistics
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Jive is great and their customer service team is outstanding !

Ease-of-use

Functionality

Product Quality

Customer Support

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Pros

The best part is the customer service. Also the up time has been 99%. For the 3 years we have been using it I think we only got 2 interruptions in service for less than 1 hour.

Cons

The new portal is little overwhelming but takes time to get used to it other than that I can not think of any cons.

Source: Capterra
 

THomas from Latour | Roberts, PA
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Excellent, hands down, the best VOIP service.

Ease-of-use

Functionality

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Customer Support

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Pros

Ease of use. Customer service and setup. Setup was a bit overwhelming at first, but with the help of the customer service staff at Jive, I was able to understand the system better.

Cons

App needs some work. Doesnt allow MMS. SMS messaging is currently in Beta testing. Cant wait for the full rollout.

Source: Capterra
 

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

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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
 

Bill from Lone Tree Leather Works
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Excellent from start to finish - JIVE has an excellent product - excellent support personel

Ease-of-use

Functionality

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Customer Support

Value for Money

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I just really value the ability to manage our phone systems from one internet based interface. I just log in and everything I need is right there.

Pros

I really value the web based portal where I can manage my phone systems from my computer. great interface - very user friendly. Very Powerful! Lots of settings and customization for each user station. This is powerful software and very well designed. I do take some getting used to but JIVE support people are always just a phone call away so no worries!

Source: Capterra
 

Genie from The Danby Group
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Right out of the gate getting the Jive system has been an excellent decision.

Ease-of-use

Functionality

Product Quality

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Value for Money

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If you are asking about the survey software, I did not get any benefits from the Capterra survey software, but I'm sure Jive did. If you are asking about the Jive telephony software, I have already answered that question.

Pros

Reduced our phone bill by half; Jive's excellent support team; lots of funtionality - really like the Follow Me functions. Good reporting tools as well.

Cons

The Dial Plan can be very confusing when you don't use it but a few times a year for holiday outage messages.

Source: Capterra
 

charles from @Work Personnel Services
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

Overall positive experience.

Ease-of-use

Functionality

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Support

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.

Source: Capterra
 

Dan from TopLine Results

August 2017

August 2017

Ongoing Experience is Great

Ease-of-use

Functionality

Product Quality

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Value for Money

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Pros

We have had a great experience since originally being set up. Quality has been great with very minimal issues. I would recommend this service!

Cons

Had a difficult time getting going with very little support. However, once we got up and running it has been wonderful.
Their softphone solution is a 3rd party product that was transitioned to with no real guidance. It's complex to get set up but Jive tech support did walk us through it and they were very helpful.

Source: Capterra
 

Lisa from Hope and Help Center of Central Florida, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

We just started using the Jive Communications VoIP system and so far it's great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Tracking and reporting calls along with the VoIP capabilities. We are still learning the system and it's capabilities so the benefits of the new phone system over our old obsolete legacy system is outstanding already. Once we fully understand what it is able to help us accomplish, I would love to provide another review.

Pros

Ease of phone installation and use
Messages sent to email
Call quality
Reporting and tracking capabilities

Cons

Still learning the systems capabilities
Initial setup may have been difficult without our consultant's assistance

Source: Capterra
 

Karen from Sarasota Dental Arts

August 2017

August 2017

Great!

Ease-of-use

Functionality

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Pros

They resolve any issue right away and we couldn't be happier. We certainly recommend them to anyone in need of their service!
There are no cons to report as we have only started with Jive. We know they would probably resolve any as fast as possible!

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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Value for Money
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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
 

Scott from Alliance CAS

August 2017

August 2017

Jive has been such a pleasure to work with. They have lived up to all of the promises.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

The ease of use is is the biggest Pro in using Jive. Also all of the features are offered in their base plan. Many competitors will charge you to add the more advanced features. The ability to create and modify your own dial plans is saves our company so much time and energy.

Cons

The reporting is average. But it really depends on what reports you need. So look into what type of reports your company needs.

Source: Capterra
 

Mike from Quote Software
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Reliable service and great customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Value for Money
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Support

It removes the need of having a phone server onsite. Having it hosted alleviates a lot of issues with onsite hardware.

Pros

Very easy to use interfaces. Great customer service. We've been using Jive for several years and the system has been extremely reliable.

Cons

Reporting is not quite as robust as other products, but very adequate.

Source: Capterra
 

William from The Bixby Agency, LLC

August 2017

August 2017

Awesome!

Ease-of-use

Functionality

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Pros

All around great experience. I've been with Jive for almost 2 years now. The phone quality is great, the customer service & tech support is phenomenal! I cut my phone expense in half. I can't be more pleased. Thanks for everything! :-)

Cons

Can't think of any...................................................................................

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

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Customer Support

Value for Money

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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

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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

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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

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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

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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
 
 
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