Tom L.

I can not even begin to explain just how awful this service and company is. I cannot wait to get away from them.

In no particular order

- Their licensing is intentionally confusing - be VERY careful when discussing how many seats / extensions you need and what calling plans include what.
- Their pricing is awful - even if you choose not to heed the warnings and sign with them anyway - they will offer you any discount to get your to sign - so don't be afraid to low ball them BIG TIME.
- Their system is a kludge of different products that do not interact well. This is a MAJOR problem
- There is no live support - every thing is ticket based and they routinely close tickets without responding - They change the severity level of tickets without update
- They mark tickets as duplicates / close them - and send no update
- Their level 2 support can do nothing but forward serious problems on to operations - who has 48 HOURS to respond!
- They screwed up the number porting - porting the numbers early before we were ready
- Their call center system and phone system are different platforms - so the systems are linked with a phone number - that number THEY used was temporary so when the live numbers ported over - the two systems lost touch with each other until someone figured out they needed to manually update that link.
- Because the call center and phones are two separate systems - calls transferred to people in the office but not in the call center only see the call center phone number on caller id - not the callers phone number
- you created users / extensions in one system - and they do automatically create in the second system - but not correctly - so you have to go fix them manually
- if you edit a user in the phone system - you then have to go make those edits again in the call center system
- their "multi-edit" feature -- only lets you edit a few fields - it is largely useless in that respect - AND in the fact that it sometimes says it finished - but it didn't - so you have to go check every record anyway
- Their import feature -- is very buggy and can only be used to create new extensions / users -- I would avoid it
- Their soft phone both for PC and mobile typically has a HUGE audio delay that makes it very difficult to have a conversation
- Their web interface for the agents is clunky and doesn't allow a lot of room for descriptive queue names and such
- you can not use multiple queues for advanced call routing without losing caller position.
- the agent interface has an option to pop out the call panel to a smaller window -- but only in IE 11 and the application doesn't work in IE 11 -- except for that cool little pop out window feature which doesn't exist for other browsers.
- Their meeting product. - I can't even describe how bad it is - we just gave up on it -- just please don't use them.

There is just an overall lack of care with this product and support.

I could do on for hours if I read back through my old emails - this was just stuff off the top of my head. I figured since I am without phones and waiting for a resolution I might as well do something productive.

I hate them. I absolutely hate them.