Excellent Product Great Value
December 11, 2024
Excellent Product Great Value
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Modules Used
- Zoom Meetings & Chat
- Zoom Phone
- Zoom Whiteboard
Overall Satisfaction with Zoom Workplace
We use zoom phone and video conferencing for our organization to handle thousands of daily inbound and outbound phone calls, and for hosting and recording training videos. We rely heavily on the recording features for both inbound and outbound calls and the ease with which we can search for a call. We use the reporting tools to monitor employee activity and promote transparency in our promotion and disciplinary actions. The shared SMS texting lines are something that we are increasingly using to ensure quick replies to customer conversations and questions. We find the IVR routing especially useful and easy to update/change when special circumstances arise.
Pros
- Call Quality has never been an issue for our organization and background noise reduction works pretty well for our busier workplaces
- Recording Videos with screen share is intuitive and seamless, great for recording trainings to be watched at a later date by new hires or employees who were off duty.
- Searching for inbound calls and records is really easy and forgiving if you only have "partial criteria" such as a name or time of day etc
Cons
- Adding users is a two step process that involves an invitation, and then once the user accepts you can select their permissions, access assign extensions and phone number etc. This means you have to come back later, I don't like having 2x things on my to do list to create each new user.
- Some of the live dashboards have over lapping data that is misleading and not customizable. For example if you have two call ques on your live dashboard, and phone rep belong to both queues, then it will show 2 agents available, but really its just the one rep.
- If you have multiple call queues it can be difficult to find which line an agent is on in order to quickly listen in on a call or whisper to them etc. It would be very useful for each manager to be able to set up thier team and see all their reps on one screen and their status plus options to listen whisper etc.
- Great cost effective solution to our VOIP phone system needs
- Wish the reporting was a little easier to use and more customizable
- Call and video quality is almost never an issue
Do you think Zoom Workplace delivers good value for the price?
Yes
Are you happy with Zoom Workplace's feature set?
Yes
Did Zoom Workplace live up to sales and marketing promises?
Yes
Did implementation of Zoom Workplace go as expected?
Yes
Would you buy Zoom Workplace again?
Yes
Comments
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