Item: PanTerra Networks
Rating: 10
Author: Chris Near

Overall Satisfaction with PanTerra Networks

Use Cases and Deployment Scope

We used PanTerra Networks as our main phone system for handling customer inquiries and internal communication. Overall, we saw nearly no downtime and had great call quality. Our only "problem" was we needed our phone system to integrate with a specific software application to link all of our customer service systems together. We had a great experience with PanTerra Networks.

Pros and Cons

Pros

Call / System reliability.
Quick resolutions from support.
Plenty of data points for analytics
Ease of updating system (holiday hours, audio messages for auto-attendant, etc.)

Cons

Integration with Gorgias software
Accounting had asked me to mention the way the bills are shown in the invoices can be confusing as to how it is broken out and what each charge is for. She mentioned wishing it was a little more detailed.
Virtual test environment would be nice. When testing if there is an outage or testing updates, it would be cool to either be able to hear what a customer would hear and make sure things are working in the system without interrupting customer service. This is small, but a feature that would be cool to utilize.

Return on Investment

Positive: Data analysis for anticipating volume, and planning for the future.
Positive: Reliable. We didn't have to wonder if our customers were going to be able to get ahold of us. It was always up and running.
Positive: Flexibility. Owners and managers love to pivot at the last second. Streams made it easy to switch phones for new employees, adjust hours for sales and holidays, adjust auto-attendant messages and more. Being able to adjust things quickly was a huge factor for keeping me sane throughout the week.

Support Rating

Support was always very helpful when we called them. If they didn't know the answer right then, you can bet they were either going to either find the answer or find someone who knows the answer. We were never left hanging or had an unsatisfactory experience when contacting support.

Implementation Rating

Implementation was very easy. PanTerra Networks programmed the phones as needed to work with each specific number. From there it was pretty much plug and play for the most part. We checked everything was working with our network and IP addresses and customized the messaging and prompts for calls and were up and running very quickly. We had a quick training in the beginning and were off and running!

Unified Communications

Productivity was impacted by having easy to use software that works. We were signed in and ready to work during business hours and didn't have to log in or our customer service reps outside of outlier situations where someone needed to leave early. The easy of use is a great impact as well as having all the data we could ask for to make business decisions helps us to be productive daily.

Alternatives Considered

Net2Phone

We've used Net2Phone and Segra prior to using PanTerra Networks. PanTerra Networks has been our best overall system. For Net2Phone, call quality was an issue at times and it was not easy to update the system for holidays at the time of use as well as limited data analytics. Segra had good call quality and ease of system but did not have good data analytics at the time of use. PanTerra Networks had all: Call quality, ease of customization and good data analytics.

Key Insights

Do you think PanTerra Networks delivers good value for the price?

Yes

Are you happy with PanTerra Networks's feature set?

Yes

Did PanTerra Networks live up to sales and marketing promises?

Yes

Did implementation of PanTerra Networks go as expected?

Yes

Would you buy PanTerra Networks again?

Yes

Other Software Used

Gorgias, Shopify Plus, Microsoft 365, NetSuite ERP

Likelihood to Recommend

If someone wants a VOIP system that is reliable and easy to use, PanTerra Networks is the answer. Anytime we had issues, support promptly got back to us and either resolved the issue for us or pointed us in the right direction if it was something we preferred to resolve ourselves. Both desk and softphone options worked great for us depending on our needs. The stats were easy to isolate and export for analysis and the admin was easy to navigate to make updates as needed. Anyone who signs up for PanTerra Networks should rest easy knowing their phone system is going to be reliable and easy to use.

Comments

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Tessa Chablais
(Vendor Representative) commented 6 months ago
Thanks so much Chris Were thrilled to hear PanTerra has delivered reliable performance and easy admin controls for your team. We appreciate the feedback on billing clarity and integration definitely noted

Need a reliable and easy to use phone system with great data points PanTerra Networks is right for you.