Nice features like transcription but seems to drop/ lose lots of calls
December 11, 2024
Nice features like transcription but seems to drop/ lose lots of calls
Score 8 out of 10
Vetted Review
Verified User
Software Version
Business
Modules Used
- Zoom Phone
- Zoom Team Chat
Overall Satisfaction with Zoom Workplace
Our office uses Zoom Workplace's Zoom Phone. We are a large multi-specialty clinic. While we do like that we can log users in and out of queues to help other staff as needed (not a feature on our previous phone system), we do seem to lose a good bit of calls. Hold times also seem to be longer than on previous phone systems. Users in administration do love that we can have it on our cell phones as well so when we are not at our desk, we can still answer calls.
Pros
- Call queues
- App on cell phone
- Chat feature
Cons
- I called a call queue from my cell phone. I was on hold for two minutes with the phone ringing hold music before I ever rang to any users in the call queue's desktop phone. None of them were on calls when I called.
- Lots of patients also complain about long wait times which I believe is related to the above situation in some way.
- Our system hangs up on patients.
- Cost saving
- efficiency in calling other users (type name instead of memorizing extension)
- unsatisfied patients due to drop of calls, long wait times
We ultimately went with Zoom Workplace (after comparing similar prices) due to the transcription feature because of our hard of hearing employees.
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?
I wasn't involved with the selection/purchase process
Did implementation of Zoom Workplace go as expected?
Yes
Would you buy Zoom Workplace again?
Yes
Comments
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