Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal.

Stuck in the middle of being a manageable small company and having the resources of the big company.

I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love.

One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple.

The web portal is great and easy to use. I really like to email setup as well to let me know what's going on and reminding me when a work order is due or to follow up.

Well suited for help desks  and onsite technical servicing. Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients.

The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products.

We are in the early stages of implementation and have been very impressed by the quality of the software and the set-up training.

PhaseWare is easy to build and easy to use. It has a very friendly user interface that both internal and external customers use with ease.

The support team is on top of your needs and will have a quick resolution for you. From the first call, the representatives are attentive and very friendly.

Customer Support has been amazing and has helped me to improve how our team uses the product. In addition, we are now aware and use additional functionality.

The price was affordable and competitive with the many other business solutions.

The licensing model is affordable. Tech support is very good.

Reports don't provide full access to all user defined or system fields without having to make some customizations. The web screens I found difficult to customize - not intuitive.

If you do not close the program when you disconnect from the net you get lots of error messages.

We have been very pleased with the product and especially the support and access when needed. Very open to suggestions for new features and functions and changes to make the product even better.

It's a great product with outstanding support and I highly recommend it to others. I am very pleased with the ease of implementation and functionality.

This is a great product and the support staff are very good at in thier roles and will help the customer out any way possible.

Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

It's great to be able to have my clients just jump into the video chat we scheduled, rather than asking what platform they use (Skype, ZOOM, etc.) and coordinating around their requirements.

Vectera is so easy to use and config it is amazing. The fact that you can run it under your own custom domain makes it even better.

I must also highlight the great technical support service that are very receptive to solve doubts and take very into consideration the ideas of improvement of the application of their clients.

Setting up a virtual meeting is so easy, definitely with the integrated scheduler. I love the cobrowsing feature, it's so easy to work work in a page together.

Once in a while a caller will drop off. The background blur takes too much resource.

Syncing of things keyed in can be slow, probably due to free trial when everyone is using it, thus causing a lag in syncing of things keyed and drawn. The lack of shapes to draw.

The ability to have perpetual rooms to use with clients is great too, you can upload files, use whiteboards etc and they are there ready for the next call with them.

It has made a huge difference in my business before covid, now that everything is remote, it's a blessing to have.

The audio and video quality is very good and ease of use too. Added benefit is their scheduling tool which links to your calendars like Calendly and Birdseed do.

Besides the great customer service, it's VERY easy for clients to access the meeting room. Cobrowse is amazing for training and tech support.

Probably, it is the most helpful service which combines the best price and the best quality. Indispensable for any exam coaches, language tutors and experienced teachers working online.

The integrated booking, billing and meetings is incredibility easy to use. My clients enjoy the platform, since there are nothing to install.

Not available in german language. Connection sometimes a little weak.

FAST, EASY, SECURE Point-to-Point, FEATURE-RICH: Perfect.

The company is quite new but I am confident they will continue to improve this valuable product into real challengers for Zoom and Hangouts, and sorry to say, one of my favorite tools, Calendly.

I have not tried out all the options and functions yet, but it is so  professional, so perfect, so splendid that I cannot express the overwhelming happiness I feel. Everything is working flawlessly.

Besides ease of use and cost, they are very responsive with communication.

US Dollar

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option.


Applications for help desk and customer service can be supplemented with a web self-service portal for clients or a knowledge management suite to improve a support team's training process.


The client self-service center frees up support staff while allowing customers to report issues, check for status updates on existing tickets or access FAQs and other learning tools. 


Users can quickly generate reports using the 80+ templates included with the solution, or dig deep into client interactions using the data field and customer incident search functions. 


Tracker's support team offers highly individualized customer service to fit each organization's unique needs. Tracker can be scaled to fit the service center size, whether one license or 1,000 are needed.


The solution supports Windows and Mac operating systems and is compatible with all major web browsers. Native iOS and Android apps are available for the customer self-service portal.


Pricing is per user per month for a cloud solution and one-time license fee for an on-premise solution. Support is via email, call and self-service portal.



LongDescription

Support Ticket Management

Surveys & Feedback

Performance Management

Document Storage

IT Asset Management

Workflow Configuration

Project Management

Customer Database

Automated Routing

Assignment Management

Call Center Management

Self Service Portal

Mobile Access

Issue Scheduling

Multi-Channel Communication

Queue Management

Email Management

Ticket Management

Recurring Issues

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Macros/Templated Responses

Interaction Tracking

Dashboard

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Monitoring

Prioritization

Appointment Management

Issue Auditing

Task Management

Live Chat

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Tracker

In Person

Live Online

Webinars

Documentation

Videos

Vectera is a meeting management solution, which helps businesses streamline processes related to appointment scheduling, video conferencing, communication management and more. The platform enables organizations to create encrypted video rooms for clients, facilitating interaction tracking, document sharing and recording.


Vectera comes with white-label capabilities, which allow enterprises to personalize the interface using a custom logo, colors and themes to establish brand identity. Features of the solution include annotations, notes and contact synchronization, co-browsing, whiteboarding, video recording, conversation recording and more. Additionally, users can utilize screen-sharing functionality to discuss presentations/contracts, give demos and take notes for reference.


Vectera supports integration with various third-party applications such as G Suite, Microsoft Office 365, Dropbox, Google Drive, iCloud and more. It is available on monthly subscriptions and support is extended via email, FAQs, documentation and other online measures.



Commenting/Notes

Whiteboard

Live Video Interview

Meeting Management

Real Time Screen Sharing

Payment Processing

Two-Way Audio & Video

Presentation Tools

On-Demand Webcasting

Real-time Scheduling

Electronic Assignments & Tests

HIPAA Compliant

Session Recording

Video Chat

Interactive Whiteboard

Task Scheduling

Real Time Editing

Group Scheduling

Confirmation/Reminders

Virtual Waiting Room

Communication Management

Brainstorming

Call Recording

Class Scheduling

Screen Recording

Calendar Management

Agenda Management

Collaboration Tools

Content Library

Presentation Streaming

Private Chat

Scheduling

File Transfer

Action Item Tracking

One-to-One Messaging

Recording

HD Audio/Video

Screen Sharing

Meeting Room Booking

Brand Management

Meeting Preparation Tools

Discussions/Forums

Online Classes

Business Coaching

Client Portal

Host Controls

Desktop/Browser Sharing

Internal Meetings

Lesson Notes

File Sharing

Alerts/Notifications

Online Booking

Automated Scheduling

Virtual Classroom

Calendar Sync

Remote Treatment Planning

Presenter Control Management

Event Calendar

Time Zone Tracking

Two Way Audio & Video

Conferencing

Remote Access/Control

Video Conferencing

Remote Support

Third-Party Integrations

Microsoft Outlook Integration

Appointment Scheduling

Multi-Participant Screen Sharing

For Medical Purposes

Availability Management

For Sales Teams/Organizations

Annual subscription starts at $8.99 per host per month
Monthly subscription starts at $9.99 per host per month

Tracker vs Vectera

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

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