EngageIP Billing/OSS

Pros

Prior to moving to EngageIP, we had used a OSS system that had been built in house by one person. It was not scalable or flexible. EngageIP is very scalable. Our first year of using it our customer base increased by 20+% and we did not have any issues with the hardware running for our call center or website. All of our customers come online in a 3 week period in August, and we did not have any issues. I was filled with stress this first year of moving to a new system, but spent lots of time waiting for something to go wrong, and nothing did. It is also very flexible. They have a great scripting system that allowed us to pretty easily tie into all of our back end provisioning systems. We can easily set up each client base to have their own unique packages of service. They are also very responsive to any requests that make. Whether it be asking how to do something, or for a change (almost exclusively something that had completely slipped our mind). -- continued in con

Cons

Also, the reporting is good. Frequently we will ask them for a custom report to be added because someone decided they needed a report with two specific fields, and they usually get done in a few hours.

Pros

EngageIP is customizable for business needs and can double as a ticketing platform for low volume ticket usage (it wasn't designed for high hit ticket systems). It's met our needs for years and their support team has been very helpful. In cases where we found complicated bugs or needed feature additions, they were very responsive.

Cons

In some cases, their bug response causes business issues. For example, if a billing report that's run monthly won't work, Logisense needs to respond immediately because of the time sensitive nature of these reports. They do what they can, but on occasion they do have issues pinning down a fix and implementing it quickly.

Pros

The implementation team is absolutely stellar. We have always gotten what is essentially an immediate answer to any question posed. There has not really been a "no" answer given, if we need something that isn't available, it was quickly added, per our request. And I know that Rich Kozub worked some really late nights on our project and I appreciate his efforts greatly! This team has undoubtly provided the best vendor experience I have personally had.

The system is very flexible and there seems to be a way to make "anything" happen. Having a very unique customer base, I have a hard time imagining a company that could not utilize IP Engage.

Cons

There are a ton of components! It can be quite overwhelming to manage all of the available aspects of the system. Couple the already flexible options with any custom development and it's easy to become confused. I do worry about the long term upkeep & remembering how to add certain items to make the system behave as I need it to. The import options are very cumbersome & were not something that we could manage, thus resulting in a custom import option. We found that a lot of steps are generally required to do fairly basic things. For example-adding tax codes requires the setup of tax rates,then setting up the tax codes,& then going back to add the tax rates to the tax code. It would be easier to allow multiple actions to occur per screen (add the tax code and while there, add the tax rates). And I have many times wished the tool tips were complete on the site! I use them often, when available, to learn some of the terminology (especially when setting up roles!).

Pros

At Vibe we needed to automate our processes, create structured workflows and minimise any manual intervention. We wanted a product that could grow and elvolve with us, provide a standard interface regardless of what we plugged in at the back end and EngageIP does this and more. We originally tried to develop our own platform, then we came across EngageIP and soon realised we could never acheive what they have acheived and it was a quick process to cut our losses and move over and we have never regretted the decision since. EngageIP is the most powerful platform I have come across and I beleive they are destined for great things...

Cons

Getting to grips with how to best ultilise the platform is the biggest challenge. It is capable of so much, it just takes time to understand and formulate your own way of working, but they are their to help.

Pros

We have been using EIP since 2007. From the beginning, they were able to cater to our needs and since then evolve with us every step of the way. Today we are looking to make even bigger steps and EIP is there with us all the way. Really a great product and service #1

Cons

It can be quite overwhelming to manage all of the available aspects of the system; but the team is their to help whenever needed.