Hi all,
We are looking at updating our phone system software this year and move to a Cloud-based solution. I just wondered what phone systems people are using and would recommend?
Thanks,
Kat
We use Jabber in connection with Cisco Finesse. Jabber is web-based, soft phones. Cisco Finesse is for our queue system with phones (also web-based). We are supposedly moving to Zoom phones within a few months...but don't have a definite timeline on that process yet. Those will also be web-based. We've had a fair amount of audio issues with Jabber that have been mostly resolved (odd hiccup here and there), but I haven't found any system to be totally free from problems of one sort or another.
I forgot to mention - we have BT lines and numbers that we would need to keep and factor into this move.
Thanks Anne, I will look into those two. Does your whole organisation use the Cisco system?
We use Zoom's call center/queue options. We also moved to Zoom for messaging instead of Slack and Teams. It works really well for us.
No - just the call center. Then it's split, some staff are on Zoom phones, some are using Jabber. We are housed under the University of Michigan's umbrella so we get whatever systems they approve.
Can I ask how the transition has been to move to Zoom for call center/queue?
Our IT Manager managed the back-end moves and it sounds like that was somewhat complicated due to us having an old-school phone system previously, but as for Staff it's been great. The UX isn't the most modern, and I have critiques on that but overall I don't have any big complaints. It's very straightforward.
Fair enough. :) Thanks!
We recently switched to Dialpad for both contact center and phones for staff. So far it's been working out well!
We use Genesys Pure Cloud for our Call Center. Zoom phones for office.Pure Cloud is ok, there's a learning curve. Some features are paid add-ons (transcripting, agentless/robo calling, sms, etc.) Overall, does what we need it to do.
They took away canned reports for some reason, but you can accomplish any queries or reporting through filtering interactions, etc.
One dumb thing it does is password expiration - instead of telling you to update your password, all of a sudden your password just doesn't work so you need to do a "forgot password" thing or have someone with admin/manager access reset it for you.