Name: Natterbox
Price: 52 USD
Rating: 9.8 (2 reviews)
Author: Natterbox

Customer Success Management Training

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Augmented Reality Development

Interactive Application Security Testing (IAST)

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Contract Management

Corporate Social Responsibility (CSR)

Enterprise Legal Management

Workflow

Enterprise

Accounting

Investor Relations

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Storage

Converged Infrastructure

Custom Software Development Services

Data Catalog

Data Fabric

Database Load Balancing

Fraud Detection

IT Asset Disposal

Integration Platform as a Service (iPaaS)

Managed Hosting

Master Data Management (MDM)

Mobile Identity

Network Monitoring

Network Performance Monitoring

Software Composition Analysis (SCA)

Software-Defined WAN

Threat Intelligence

Value-Added Resellers (VARs)

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Email Marketing

Gamification

Marketing Analytics

Marketing Automation

Online Proofing

Product Intelligence

Social Media Management

Social Media Marketing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales Coaching

Sales

Data-Centric Audit Protection (DCAP)

Operational Technology (OT) Security

Security

3D Modeling

Computer-Aided Design (CAD)

ID Card

Loan Servicing

Nonprofit Fundraising

Oil and Gas

Patient Engagement

Vertical-Specific

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### Salesforce Integration
Users generally praise Natterbox for its smooth integration with Salesforce CRM. The consensus among reviewers is that the integration process is straightforward, allowing for easy management of user data and call logging within Salesforce. Some users highlight the efficiency gained from the integration, with a significant reduction in call tracking time and improved sales performance. While there are minor concerns about the complexity for novice Salesforce users, the overall sentiment leans towards Natterbox's strong Salesforce integration capabilities, providing a unified platform for enhanced customer relationship management.

### CRM and Sales Enablement
Users have highlighted both positive and negative aspects of Natterbox's CRM and sales enablement functionalities. While some users appreciate the streamlined integration with Salesforce and the efficiency in managing resources, others have faced challenges with technical glitches, lackluster support, and ongoing issues with the CTI system. The ability to create cases and log customer details within Salesforce has been a valuable feature for many users, contributing to a more organized and centralized approach to customer support. However, concerns have been raised about the complexity of resolving simple issues and the time-consuming nature of addressing technical problems. Despite these mixed reviews, Natterbox's CRM and sales enablement capabilities seem to play a significant role in enhancing sales processes and customer interactions for some users.

### Telephony and VoIP Features
Users generally appreciate Natterbox's telephony and phone system integration capabilities. While some users highlight the ease of managing phone numbers and calls within Salesforce, others mention the convenience of features like dial lists and callbacks. However, there are concerns raised about call quality to certain countries and occasional issues with call connections. Despite these drawbacks, users find Natterbox's telephony features innovative and beneficial for their business operations.

### Call Management and Routing
Users generally praise Natterbox for its call management and routing capabilities. They appreciate features like the ability to easily administer users and phone numbers in Salesforce, log calls to any object record, and allow managers and trainees to listen in on live calls. However, some users have expressed concerns about the complexity of fixing routing policy issues independently and the limited screen share time for customer support. Recommendations have been made for proper training on routing policies to enhance user experience. Despite these challenges, users value the platform's graphical call routing policies configuration and the support received from the Natterbox team. The platform's integration with Salesforce and the ease of making and receiving calls have been highlighted as key strengths by users.

### Voice and Speech Technologies
While users appreciate the basic functionalities covered by Natterbox's voice and speech technologies, there is a notable desire for enhanced voice recognition capabilities within the IVR system. The ambitious roadmap promising features like transcripts shows promise, but the current lack of voice recognition in IVR menus is a point of improvement highlighted by reviewers. Despite this, the overall consensus leans towards a positive outlook on Natterbox's voice and speech technologies, particularly in facilitating phone conversations and voicemail retrieval.

### Customer Service and Support
Users generally praise Natterbox's customer service and support capabilities. The majority of reviewers highlight the fast response times, helpfulness, and knowledge of the support team. However, there are a few instances where users have experienced slower customer service and occasional issues with call quality. Despite these minor drawbacks, Natterbox's customer service is generally perceived as efficient and reliable by its users.

### Contact Center Operations
Users appreciate Natterbox's contact center operations for its efficiency in call logging and management, particularly when integrated with Salesforce. The system's ability to streamline processes and enhance customer interactions has garnered positive feedback from users. While some users have mentioned that similar benefits could potentially be found elsewhere, the overall consensus leans towards Natterbox being a reliable and effective solution for contact center operations.

Natterbox serves as a reliable call center software, allowing users to make and receive calls with ease. With its integration into Salesforce, users can pull reporting and track their calls efficiently. The Routing Policy technology offered by Natterbox has proven beneficial for businesses looking to enhance customer experience by surveying their customers. Customers have praised the software for its stability and user-friendly interface. Additionally, Natterbox's quick and helpful customer service has garnered positive feedback from users. 

One of the standout features of Natterbox is its telephony capabilities, which enable users to handle both inbound and outbound calls seamlessly. This feature is particularly useful for contact centers that need to manage inbound contacts and efficiently route customers to the appropriate personnel. By eliminating the need for desk phones, Natterbox allows users to operate within the unified Salesforce system, streamlining their communication processes. Furthermore, Natterbox's advanced diagnostics feature ensures call quality and provides troubleshooting solutions for issues like line trouble and noise cancellation.

Integration between Natterbox and Salesforce has proven highly effective, resulting in a significant reduction in call tracking time and increased sales. The software's reporting capabilities are particularly valuable when generating Salesforce reports. It empowers businesses to report on busy periods, ensuring adequate staffing and helping streamline day-to-day tasks. Natterbox also offers automation through its phone system, further enhancing productivity while integrating seamlessly with Salesforce.

The COVID-19 pandemic has made remote work a necessity for many companies, and Natterbox has risen to the occasion by enabling teams to recruit from different locations while still working as one cohesive unit. It fulfills the need for a reliable telephony platform that integrates smoothly with CRM systems like Salesforce, allowing for instant wrap-up notes on accounts after phone calls. The software's reliability and accessibility have made it a preferred choice for various European countries seeking solutions to their communication needs.

Overall, Natterbox has received positive feedback from users who have found it to be a transformative enabler for longer-term strategies and increased productivity. The support provided by the Natterbox team during the implementation process has been commended, further solidifying its reputation as a trusted solution. With its seamless integration, reliable telephony platform, and user-friendly interface, Natterbox is recommended for businesses looking to improve their customer communication and streamline their operations.

Call Quality: Some users have mentioned that the call quality of Natterbox is not as good as other providers like MS Teams. They have experienced issues such as poor audio clarity and dropped calls, which has impacted their communication experience.

Language Support: Users have expressed a desire for better language support in Natterbox. Although they were assured that it is being worked on, some users felt that the current language options are limited and do not cater to their specific needs.

User-Friendliness of Call Centre Setup: Several users have found the Call Centre setup for adding wrapups to be not very user-friendly. They have encountered difficulties in navigating the system and configuring wrapup options efficiently, leading to frustration and inefficiencies in their workflow.

Positive Sentiment:
- Technical team always willing to help: Many users have praised the Technical team at Natterbox for their willingness to provide assistance and answer questions, highlighting their helpfulness as a valuable aspect of the service.
- Easy system to use with unlimited training: Several users have found Natterbox to be an easy system to use, even for those with no prior experience. They attribute this ease of use to the unlimited training provided by Natterbox, which has helped them learn the system effectively.
- Efficient activity management gains: Users have expressed their appreciation for the efficiency gains that Natterbox brings to activity management. They find that using Natterbox streamlines day-to-day tasks and simplifies communication processes within their business.

Users have made several recommendations based on their experiences with Natterbox. The most common recommendations are as follows:

1. Ensure proper training and understanding of routing policies: Users emphasize the importance of having an admin person who is well-trained in setting up and managing routing policies within Natterbox. This recommendation highlights the need for thorough knowledge and expertise in order to optimize the system's performance.

2. Suitable for growing businesses with demanding schedules: Many users recommend Natterbox for growing businesses that need to keep up with a busy and demanding schedule. This indicates that the system is capable of meeting the needs of businesses experiencing growth and requiring efficient communication solutions.

3. Clear success criteria and support during contract negotiations: Users suggest establishing clear success criteria when implementing Natterbox, as well as focusing on support during contract negotiations. This recommendation emphasizes the importance of clearly outlining expectations and ensuring adequate support throughout the implementation process.

Overall, users recommend ensuring proper training on routing policies, considering Natterbox for growing businesses with demanding schedules, and paying attention to clear success criteria and support during contract negotiations. These recommendations provide valuable insights into optimizing the use of Natterbox for different business needs.

Natterbox is a voice solution that seamlessly integrates with Salesforce, allowing businesses to personalize customer interactions and enhance employee productivity on every call. It is designed to streamline processes and boost efficiency for contact center agents, sales teams, operations, and remote workers. Natterbox caters to businesses of all sizes, from small startups to large enterprises.

## Key Features

**Global Platform**: Natterbox provides a platform that enables businesses to easily scale and manage their phone system within Salesforce, without the need for hardware or software installation.

**Intelligent IVR**: Natterbox leverages Salesforce data to create intelligent IVRs (Interactive Voice Response) that make dynamic routing decisions, personalizing the customer experience and ensuring efficient call handling.

**Call Disposition Codes**: Users can create and report on customized disposition codes, providing a clear record of the outcome of every call for better performance management.

**Real-Time Call Coaching**: Natterbox enables live coaching of customer interactions from anywhere in the world, ensuring exemplary service and continuous improvement of agent performance.

**Click-to-Dial**: Users can make calls directly from Salesforce by clicking on a lead or contact record's telephone number, improving outbound calling efficiency.

**Voicemail**: Natterbox allows users to listen to voicemails within Salesforce or receive them via email as soon as they are left, ensuring prompt follow-up.

**Call Queues**: Natterbox offers call queue management features, including callback requests, customizable hold music, and efficient call distribution management.

**Automatic Call Distributor**: Natterbox's automatic call distributor connects incoming calls to the best available agent based on customizable criteria, ensuring customers are connected to the right agent.

**Local Presence Dialing**: Agents can display a local number when making outbound calls, increasing call pickup rates and improving customer engagement.

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Voice over Internet Protocol is a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls.

VoIP

Hospital & Health Care

Ovarian Cancer Australia

Salesforce Admin

Likelihood to Recommend

Usability

Cloud PBX

Call Management

Mobile apps

Hosted PBX

Multi-level Interactive Voice Response (IVR)

Call reports

Directory of employee names

Answering rules

Call recording

Message alerts

Mobile app for iOS

Mobile app for Android

Natterbox, an expert voice solution for Salesforce

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

Hosted telephony infrastructure obviated the need for local PBX hardware

IVR is a phone menu allowing callers to interact with the system through voice and keypad

User templates

Create and apply batch configurations to multiple users at once

Historical call analysis and trending metrics

Voice directory of all employees for self-service dialing

Ability to enter rules to route calls to main number or other extensions in case of absence

Automatic recording of inbound and outbound calls

Call park

Ability to hold calls in virtual location and subsequently access from any phone in system

Call screening

Ability to block numbers or send calls directly to voicemail

Receive SMS and email message notifications for voice and fax messages

VoIP system collaboration

Team collaboration via cloud phone system

Video conferencing

Audio conferencing

Audio conferencing credentials for all on the system.

Video screen sharing

Users are able to share their screens with other meeting participants on video conference calls.

Instant messaging

Users are able to communicate via chat, either one-on-one or in a group message, through an instant messaging or chat tool.

FormAssembly

Salesforce Nonprofit Cloud

Natterbox 2025-04-27 21:53:44

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VoIP Providers

Natterbox is our phone system since Covid, where the working from home became the normal. We wanted to replace the old landline phones for a solution that could address the needs of the organisation moving to a remote set up. They support us very well, with an a great user interface, and a friendly admin setting.

Great Interface
Friendly Admin backend
Great integration with Salesforce
Support responsive and actively working to solve issues
Customer Manager accessible

For our use case, Natterbox fits all checkboxes, we're now starting to investigate the use of their AI, but that's in very early stage.

It doesn't matter where anyone is physically located now, everyone can have their calls delivered to their mobile or laptop and answer them.
We now have internally the capacity to manage our call queues.
We now have a lot of data to report on, either grouping the calls by Campaign on Salesforce, or grouping them by Inbound or Outbound calls, or by User, or by Team.

Natterbox

Overview

What is Natterbox?