OpsGenie automates on call with ease
July 27, 2018

OpsGenie automates on call with ease

Jon Liedtke | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with OpsGenie

We use OpsGenie as our primary means for customers to contact us during non-core business hours. Currently we have several divisions using OpsGenie and others looking to join as well for both project and support work. OpsGenie replaced a previous call service which was ever problematic and cumbersome.

Pros

  • The ability to quickly enable/disable/rotate support personnel makes coordinating on call simple.
  • OpsGenie provides great log detail and reporting of incoming calls and alerts which leave no question as to what happened if a call was missed or a customer disconnected.
  • I love the ease at which I can turn up new numbers for customers. For example I have a customer in Mexico City for which I setup a new number local to them in minutes, applied the OpsGenie escalation and I'm done, it's live and fully functional.

Cons

  • Currently unable to integrate with our phone system, but that is a limitation of our phone system.
  • Time savings with configuration of on call schedules and personnel. Quick and easy to make changes on short notice.
  • We have essentially eliminated the dropped/missed call complaints which used to be routine. Now customers are quickly connected to us hassle free.
As an MSP serving customers globally the ability to have customer local numbers is a huge benefit. Our customers are delighted when they do not have to dial an 800 number to reach us or a US based number.

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