Microcall

Reporting at a new level

Commentaires : This product can be used in schools, colleges, and small businesses for tracking administrative and emergency calls. It visualizes and analyzes voice data in real time. Also, it works on different platforms, such as Zoom, MS Teams, WebEx, and Skype for business.
Managers can control company's remote work in aspects related to voice traffic. It includes tackling clients' complaints and inquires (from cradle-to-grave), or monitoring employees' activity (daily/weekly/monthly) via the interactive dashboards.

Avantages :

The software makes all call activities of the institution or business visible. It tracks any kinds of calls: abandoned, terminated, longer, and international. Access to some critical data (harassing calls or threats) gets easy. The school's security can capture and handle them the moment they occur. The calls for admission and recruitment might help the managers to make accurate decisions, even on the fly. The most impactful feature is the Report generator. It creates and saves unlimited reports on the Dashboard, then distributes them via email or screen automatically. In addition, the Dashboard autorefresh with new data within seconds. The Windows authentification feature assists in making the information accessible to all the employees. And finally, cost reduction is possible after the call patterns analysis and proper planning.

Inconvénients :

There is no trial option for the clients to find out whether the product meets their expectations and needs or not. Instead, they might attend the company's training webinars and get familiar with the Microcall functionality (for new users) or explore the new features added regularly (for experienced users). Also, it may be expensive for schools, given their limited budgets and the difficulties headteachers face to provide external funding.

Tough Love

Commentaires : Ok... Let's do this... Ungh, glove one off... uuhhhgh... That's the other one... Now... Let me begin by saying that after a mere 22 years of using this software, I think I can rightly criticize and not worry about being PC... First and foremost, let me just say that no matter the current state of this offering, the product NEVER ceases to improve. You can expect updates yearly with new features always. So, it the feature you are looking for is not obviously there, check your calendar; that feature may only be a month away. Second: this may not be the most intuitive software ever developed. Do Not Despair! Microcall has a top-notch support group. If I lived a little closer to Atlanta, I think I could get these guys to cut my grass... They are never too busy. You never have to wait on someone getting in touch with you. They make me feel like I am their only customer and are just waiting for something to do. Reminiscent of the old Maytag repair man... If you need a report and can't figure how to make it do what you need, give'm a call. They will write custom reports for you all day. And, they'll even show you how if you are interested (if not, doesn't matter; they'll just write it anyway... ) Complaint: Software looks old... Wait a month... new version around the corner. Complaint: Looking for hosted solution. Again, it's coming... Complaint: I don't know how to... See customer service. This software not only tracks calls cradle to grave, but alerts you whenever the hinky starts up... Dropping calls? It will let you know. Service interrupts, check you email. Can't sleep at night, get this software. Shucks... Past the halfway point and have not even gotten to the (NEW) web-based dash board. Fire this goldfish up and start monitoring you phone traffic in real time. Build the dashboard to track you major interest. Don't know how... See Customer Service. Got a business with lots of departments and managers? Give them the link and let them do the work. You've got better things to do. Each manager can be set to see only their employees' calls. Sally spends all day talking with her new boyfriend? Now you know. Bob is sleeping with the receiver to his ear? No more guesses. Just glance at you dashboard. With the managers watching the help, you are now freed up to concentrate on your real job: IT stuff.

Avantages :

Customer support

Inconvénients :

It's not free

Outstanding customer support

Avantages :

The reports are accurate, detailed, and easy to read. Overall the program is pretty user-friendly - but if the user has any issues, their customer support is great. There is no question too big or too small for MicroCall's knowledgeable Support Team. I've had to contact them many times and they are always fantastic.

Inconvénients :

The software itself is a big clunky and the appearance is somewhat outdated.

Exceeds our expectations

Commentaires : Microcall was recommended to us by one my team members that used it at a former employer and was primarily purchased for our sales group and to bill back by department. We really just wanted to provide reports to our sales managers so they could track their own teams. It was during a Microcall training session that we learned about all this system could provide. Our IT group was preparing for a migration to consolidate our different platforms as well as move to SIP trunks. Microcall really helped our IT team get a clear picture of current call activity so they make purchasing decisions on call flows and how best to implement SIP trunks. They reported to me that are now using Microcall for all kinds of traffic analytics like, load balance dial peer, volume & call flow, inbound calls based on areas, misrouted calls, calls off network and alerts for system failures. Our HR has now requested access to search for employee related issues and we have over 100 managers using Microcall whenever they want. I have heard nothing but good things related to Microcall.

Avantages :

Their support is outstanding and probably one of the best vendors we work with. Microcall reports are very simple to use that it makes it easy to roll out to managers. Sales team likes the dashboards that provide real-time employee stats. IT uses it daily for troubleshooting and find the cradle to grave searches invaluable. We have yet to find one thing that Microcall cannot do.

Inconvénients :

After 5 years of use, we have yet to find a con with this system which prompted me to write this review.

Microcall Support is Amazing!

Commentaires : Microcall's support is amazing! The product works as expected. We have zero down time and it's so flexible. We are looking at a different phone system and it's never an issue wondering if Micrcall would work, it's so flexible it works on so many platforms. They are always improving their product which is good.

Avantages :

I like Microcall's support. They all are VERY knowledgeable about the product and every time I call in, they resolve my issue. So many times, I dread calling support for help, but never with Microcall support. They are AWESOME!!!

Inconvénients :

Absolutely nothing. It's an all around great product.