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)

341 Reviews of Jive Contact Center

Average User Ratings

Overall

4.63 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(237)

237

4 stars

(83)

83

3 stars

(15)

15

2 stars

(1)

1

1 stars

(5)

5

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 341 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.

October 2016

Joel from New Beginnings Church

Verified Reviewer

Company Size: 2-10 employees

Industry: Philanthropy

Time Used: Less than 6 months


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2016

Using Jive Communications PBX as a small business Solution

Our church was on the lookout for a PBX solution. One of the challenges we found was that many of our staff were out in the field so often there would be no one to answer the church phone. The other challenge we faced is we did not want to be paying a huge monthly fee because we work with a lot of low-income people and did not have a lot of money to spend on a solution. After talking with a person from Software Advice we were given two options to follow up on. We ended up choosing Jive PBX because they offered incredible service, great tools at a very reasonable price. Our current setup now is that when people call the church and no one answers, they hear from an automated attendant offering to connect them to the right person. The call then gets forwarded to the persons mobile phone. The great thing about Jive is they charge per physical device connected to their system and not per virtual extension. This means that at the moment we only pay for one Jive phone line. However, we can forward calls to as many non-jive mobile phones as we want without an additional cost. They are also very flexible allowing you to add or remove devices depending on your needs. Therefore when summer comes and we hire more staff we plan on adding more jive phone lines. When the summer is over we can cancel the additional lines. In terms of quality, their voice quality is excellent. I was concerned that the VOIP quality might not be as good considering the home VOIP services I have tried in the past. Because of these concerns I took a few months to try out the VOIP quality with our staff and clients. We also tested the automated attendant at the same time. The staff have been very impressed with how well it works both in terms of quality and ease of use. This is why we are going ahead with the Jive deployment. Their customer service is amazing. There have been a few minor issues that we encountered but they were very good about sorting it out. One issue involved a delay in receiving our phones from them. However, after I called them, they acknowledged the error on their part and did an express delivery at no additional charge to us. Another issue had to do with billing. We had an issue where we were being charged for two lines but we only wanted one. They were good about sorting out and refunding the additional line. The issue turned out to be due to our initial quote asking for two phone lines and ordering two phones they assumed we wanted the two phone lines right away. However, I had asked for a second quote with only one phone line, knowing that in the summer we would go to two lines. This is why I ordered the second phone even though we didn't plan on using it. All of us would prefer that everything go smoothly with a deployment. However, I am very happy to know that if something doesn't go right, that Jive team has an amazing support setup to get things sorted out. They have great user interface for setting up PBX solutions. It is a drag and drop interface that anyone can use. I was very impressed by how simple it was to set up and route calls. They also have great training to help you get started. Overall, I would highly recommend Jive Communication PBX. We have used them in the small business case but I can see that they could scale well for large organisations. We are very happy Jive Communication clients.

Pros

* Very reasonable cost. * Great Customer Service * Free virtual extensions (forwarding to mobile phones) * Easy to use web interface. * Good voice quality

Cons

* Some issues with billing (but they got that sorted out) * Fax service is not as easy to use. * Slower delivery with phones (but that was due to a glitch in their system)

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..

April 2015

Stephen from Coastal Millworks, Inc.

Verified Reviewer

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!

February 2017

Russ from Vestnomics Wealth Management, LLC

Verified Reviewer

Company Size: 2-10 employees

Industry: Financial Services

Time Used: Less than 2 years


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2017

Excellent Service with Great Support

We have been using Jive for a year now. We wanted a solution that would integrate with our CRM. Our previous VOIP solution was unable to do so. On top of this capability, Jive costs us about $/line less. Voice quality is excellent, if I am out of the office the line rings through to my cell, and as far as the caller is concerned, I am in my office. I was able to port my lines from the previous company without a hassle. Set up was easy, and support has been excellent. If there is one drawback it is the fax system. It is a bit clunky to use. However, as we do not send many faxes it has not been a big issue.

Pros

Excellent sound quality Easy to port existing numbers Excellent support Integrates with Redtail CRM Graphic oriented call routing Click to dial Unified communications

Cons

Fax system is not very user friendly Jive desktop still in Beta