GoTo Connect

This software is easy to use even for a novice like me. This system is able to grow with my company and I can make the necessary adjustments myself with ease. If I do ever run into a situation that I have trouble with (all centered around my being close to a Luddite) the customer service department is quick to contact and ready to help. They have been understanding and helpful and supportive all the way. I can't say enough about how great this service is.

Sometimes the time on the phone changes to the wrong time. I don't know if that is something I am doing on my end or a glitch in the phones. If it ever bothers me I call and the tech department can fix it for me. They tend to change again later though.

I cannot say this enough - by switching to Jive we are saving THOUSANDS a year. Not only are we saving an enormous amount of money, we have brand new phones and features we never thought were possible. It's like our practice finally moved up in to the 21st century.

The online portal was a little confusing when we first started. We had to have our IT team set it up for us.

Integration into our dental practice management software. Curved Hero.
Text messaging evolution has gotten better, but need improvement.

Two things:
1) They are constantly having issues with their text message system. I heard they are thinking of cutting the system altogether. I think that would be a big mistake. Jive just needs to figure it out. We use it all the time to communicate with my patients. If they drop this software, we would probably change providers. I don't want to.
2) customer support emails: they need to summarize the issues in their emails asking if the issue has been resolved. I have many staff members and from time to time they call Jive to help with an issue. I see Jive respond asking if everything is fixed, which is great, but I don't know what is fixed. It would be great, if in the follow up email, Jive would include:
1) a summary of the problem
2) who called it in
3) who is fixing the issue
4) what was done to fix it
5) then ask if everything is good
That type of response would be impressive and I don't think it would take much to make that happen.
3) Extra emphasis on the text option - fix it, DON'T drop it. Thx.

A user-friendly platform, unlimited lines, able to preset office hours and after hours emergency line, so many helpful features!

There was a slight learning curve with the platform and features, I did need to make a few calls for support to figure out certain things

I really liked the ability to check total calls as well as the monitoring in the que. It is great to be able to see who is on a call and who is next up.

Only issue is having to switch between views to see the different ques in the way I wanted