Blue Jeans makes life convenient; it has room for improvement but they seem eager to work on that

For our project (like I explained earlier) we have groups of people meet every few weeks, and they talk about very sensitive material, so, we decided (for assessment/research purposes) to not record the videos. Therefore, we decided we'd have the moderators of the meeting meet briefly afterward and debrief, and record THAT meeting, and share it with us, the research team. I believe we had to pay quite a bit to get this feature, and it unfortunately has not been very easy to deal with, because the coaches have to share the video with me. In the beginning, sometimes they would send it to me, and it was not download-able, or at least I thought, because the "download" button was not apparent on my screen (I had to widen the screen). I don't know why it's all the way to the right. That's probably a mis-step on my part, but you could just move that button to where it's visible. Also, I had to periodically nag these busy people to share their videos with me, and that was a bit of a pain. I was supposed to watch the videos immediately afterward to keep abreast of what was going on, and it just slowed us down. I guess what I'm suggesting is to give the option for an administrator (like myself) to access recorded videos in their enterprise. What we'll have to do next time around, is that I think I will have to be the moderator, schedule all the meetings and someone not "attend" the meetings (cancel my audio and video) and record all the videos. ALSO, I don't like that it's just shared through my email, I click on a link to get to the video, and that they actually DISAPPEAR after some time. Why can't they just appear in my recordings or something? They are hard to dig through my email again to find them. That's a silly feature that I would think could be fixed, and has been a source of my dissatisfaction for the software.

The internal control system for the admin is very confusing. For example, for some reason I thought that for people in my enterprise (my coaches) to share their videos with me, they had to be designated as administrators themselves. Recently, it turned out that one of the moderators of the sessions could not see her scheduled meetings, and for some reason one of the other coaches personal meetings was popping up in her list of scheduled meetings. All of her past meetings had disappeared from control board as well. She was very concerned about this for reasons of confidentiality related to our project. I have no idea what this was the only time, to my knowledge that this had happened for other coaches. Anyway, I talked to a customer service rep and he explained that videos disappear from the command center tab, and that you have to go to your profile on the main dashboard, then scroll down, click on a few things.. you get my point. I don't know why it's not more intuitive.

Customer Service has been annoying. Generally speaking, I get very frustrated that these types of jobs are outsourced to other countries, in part because I have a very hard time understanding the customer service agent. They are always incredibly nice, but the last time I called it should not have taken 45 minutes out of my day for me to figure out what was going on; it should have taken no more than 15 minutes in my opinion. Practically everything the last representative I talked to said I had to ask him to repeat himself, and it was very embarrassing for the both of us. I really don't know the solution here, it's just a source of frustration for me.