We just launched and rolled-out Natterbox in our org a little over a month ago. I cannot even say how pleased we are so far with the overall results. The initial sales process was simple and straightforward; [SENSITIVE CONTENT HIDDEN] and her team are incredibly knowledgeable in the product and creating highly productive sales and service teams. The implementation process was where Natterbox was able to shine. [SENSITIVE CONTENT HIDDEN] was our lead project manager, and [SENSITIVE CONTENT HIDDEN] was the implementation engineer. Between both of them, I felt like we were in good hands through the entire process. They both had a strong background in telephony and also really understood the salesforce product and best practices within it. On go-live day, our old phone system was a seamless transition to using Natterbox for our entire company. After looking at all of the potential phone systems, I think we made the right choice to partner with Natterbox. The integration with salesforce is built from the ground up and provides world-class customization. We are pleased with the new system and are looking forward to the future of using it.

The system is extremely flexible and is able to integrate extremely well with salesforce.

The improvement I would like to see in the future would be the ability to have voice recognition as part of the IVR, allowing someone to say or enter the number for their selection in an IVR menu.

Very good. The Natterbox team, at all levels, took the time to understand our challenges and just rolled up their sleeves and pitched in until such time as the product was bedded in.

We were in a situation where we had just implemented a new instance of Salesforce and we also had to move all of our people to WFH. At the time we had an on-premise call distribution system. Within about 7 working days of making the decision to partner with Natterbox, we migrated our call centre function to SIP-based technology and went live using Natterbox because it integrated readily to SalesForce. Also, the tool that supports the routing engine is quite intuitive and allowed us to refine our call segmentation/ paths very quickly

The reporting suite does require a bit of time to learn albeit the out of the box reporting will certainly be sufficient for 'day 1'.

Overall - OK. I found that Natterbox waited for us to identify and raise issues - the promise was that Natterbox would identify issues before us and notify us of gaps that they saw - even if they were not issues within Natterbox control. We were promised that Natterbox would monitor - flag and suggest resolution for issues that impacted their solution. This doesn't happen. Where is the KPI's - if the system isn't performing - we shouldn't be "its not our fault" - fix the problem not the blame...

We are centric to SalesForce in managing our resources. NB as native in SF provides the ability to remove the finger pointing between previous CTI platforms that typically identified any faults as someone else's error and made resolution slow or at times non existent. We want a platform that makes us future proof - allows us to grow and keep pace with what's available and that can change with our needs. We want a platform that helps us lead organisational change - not be hindered by legacy systems. We want to be able to leverage SF and collaboration with customers, all our remote teams and our customers customers.

It still feels like a "proto-type" - too much promised and not enough rigour around identifying issues. The start up was quick - but unidentified issues were not resolved quickly. Working with our IT team to understand bandwidth, server routings and unintended consequence should be improved.

Overall it is a good product to use with salesforce to be able to talk to customers over the phone and retrieve voicemails.

It is easy to use with salesforce and the majority it pulls up the customers account.

Sometimes it freezes and won’t answer a call or won’t pull up a customers account. Can hear a call but won’t show on dial pad.

Very good relationship with customer success teams (as part of QBRs and spot projects), good product overall with many of the key features we usually look for. But complex license management and lack of support sometimes

- All basic functionalities covered - Good integration with SF - Ambitious roadmap with voice recognition, transcripts etc.

- Lacks some monitoring features (e.g. more real time details) - Some data not integrated with Salesforce - No full VoIP solution - No easy way to manage licenses (identify last date of usage etc.) - Support in case of issues takes time (sometimes several weeks) without necessarily solving the issue

Easy to use, connect globally to most counties

Phone calls not connecting to clients (Sometimes needs to dial twice to insure 1st call was not a miss dial) Phone call quality to counties, such as Sri Lanka, India, Pakistan or countries that does not have good communicate infrastructure can be poor. Call loops, sometimes on rare occasions when speaking to clients, the line will drop? and it would be a loop like the client had started over, but its like a recording of client was saying at the start. Phone numbers used marked as spam on clients calls when they are using Andriod

The concept of the Salesforce plugin is great and the support team are really lovely. When it works, it's great.

Our systems have been plagued with frequent ongoing Natterbox issues, since the day I started with the company over a year ago. There is an inherent issue within our company (perhaps server based?) that we just can't pinpoint, and my colleagues systems often go down leaving me to answer the phones solo. The transfer feature is difficult to use. Recently the "answer" button completely disappeared, only to be informed eventually that our CTI was too old. It's just hit and miss and I feel like we spend too much time talking about "raising a ticket" than just using the system.

Atm. we are quite satisfied with the system and we are expanding it's use to other European countries.

Our main selection criterias were seamless integration with SalesForce CRM and cost efficiency - both were met.

At the beginning there were quite some tech problems and unstability. All of those were tackled later together with the Natterbox CS/tech support.

The Natterbox solution came at exactly the right time for us, being a transformational enabler for our longer-term strategies while helping us to keep productivity high across the teams while working from home during the pandemic.

Salesforce Integration – This is just fantastic, having a Cloud Base IP telephony solution that’s integrated into our Single View of the Customer CRM, Salesforce just brings so much benefit, which we will likely continue to discover and build upon, enabling us for years to come.

The reporting is great, however, the dashboards (wallboards) especially for a Service Desk could do with some work, and it would be great to have deeper & tighter Salesforce Omnichannel integration, overall these are only minor considerations for our business case.

Natterbox streamlines day to day tasks and is very simple to use. The dashboard is awesome! It is unbelievable that no one needs phones on their desks anymore! The phone tree is better for customers and reduces hold times. It is really nice that the phone numbers are automatically recorded in Salesforce.

I really cannot think of anything negative to report. We have been really pleased with our decision to move to Naterbox.

Software is easy to work with and completely replaces having a physical phone on your desk experience

Software is market specific, so small markets like Latvia doesn't support all of the features that could be potential for business, but this is area what could be improved.

Overall 90% of the time reliable, occasionally plays up

It's easy to use with salesforce and integrates well with the reporting features and saving the call recordings.

Sometimes plays up and has issues like 'dial failed' requiring a reset/computer reset.

Overall, is a good experience. Of course, if natterbox fix the software for long distance calls, it would be amazing! But that is not to say, that this crashes and errors actually are rare, so I am happy overall.

The integration with Salesforce, the scheduling for future calls, and real time tracking

It crashes, and it takes time to reboot. It is a work in progress. Doesnt happen much, but one this that it is concerning is, when dialing overseas, sometimes the calls do go through or the signal is extremely bad.

Overall, it is a reliable system. The team has improved on customer service throughout the years.

The system is relatively easy to use. The system journey creator is easy to edit. Good, but limited, integration with Salesforce

Better analytics and dashboard creation. Better User onboarding training. Better queueing features.

It works, very little downtime/issues.

No webapp to make calls from, we need a physical handset because we don't use Salesforce

It is a good system, easy to use, I use it 4 days a week & have experienced very few issues.

Easy to use, generally few issues, mostly seem to be weather related.

I have absolutely no issues at all with this software & would recommend it to others

Easy set up Support service easy reporting

lake of integration with ms teams, but i see there is in the road map to allow that

LOVE IT!!! I can not rate it and the team highly enough

I like that I have control over the call routing and don't have to rely on an international company to support me

some of the language sued, if you are not from a telephony system background can be a bit confusing

It's integration with Salesforce CRM is seamless.

More omnichannel products & integrations would help.

Easy to use. Very good technical team and implementation team. Integrates well with Salesforce.

Lack of defined roadmap. Difficulty to get update on issue resolutions.

Overall, natterbox has made an improvement in our work place and would happily say that it is the right choice for growing businesses

It truly makes it simple to take calls and keep up with a demanding schedule

It sometimes distorts the audio on calls

Works as intented.

Support immediately available through the webchat

It is too complex. CPU and RAM consumption is too high.