Natterbox

Moving from Copper to the Cloud

製品を使ってみた感想： The Natterbox solution came at exactly the right time for us, being a transformational enabler for our longer-term strategies while helping us to keep productivity high across the teams while working from home during the pandemic.

良いポイント:

Salesforce Integration – This is just fantastic, having a Cloud Base IP telephony solution that’s integrated into our Single View of the Customer CRM, Salesforce just brings so much benefit, which we will likely continue to discover and build upon, enabling us for years to come.

改善してほしい点:

The reporting is great, however, the dashboards (wallboards) especially for a Service Desk could do with some work, and it would be great to have deeper & tighter Salesforce Omnichannel integration, overall these are only minor considerations for our business case.

Best of Breed Technology

製品を使ってみた感想： We just launched and rolled-out Natterbox in our org a little over a month ago. I cannot even say how pleased we are so far with the overall results. The initial sales process was simple and straightforward; [SENSITIVE CONTENT HIDDEN] and her team are incredibly knowledgeable in the product and creating highly productive sales and service teams. The implementation process was where Natterbox was able to shine. [SENSITIVE CONTENT HIDDEN] was our lead project manager, and [SENSITIVE CONTENT HIDDEN] was the implementation engineer. Between both of them, I felt like we were in good hands through the entire process. They both had a strong background in telephony and also really understood the salesforce product and best practices within it. On go-live day, our old phone system was a seamless transition to using Natterbox for our entire company. After looking at all of the potential phone systems, I think we made the right choice to partner with Natterbox. The integration with salesforce is built from the ground up and provides world-class customization. We are pleased with the new system and are looking forward to the future of using it.

良いポイント:

The system is extremely flexible and is able to integrate extremely well with salesforce.

改善してほしい点:

The improvement I would like to see in the future would be the ability to have voice recognition as part of the IVR, allowing someone to say or enter the number for their selection in an IVR menu.

Easy integration great for calling and monitoring, sometimes has bugs

製品を使ってみた感想： Overall 90% of the time reliable, occasionally plays up

良いポイント:

It's easy to use with salesforce and integrates well with the reporting features and saving the call recordings.

改善してほしい点:

Sometimes plays up and has issues like 'dial failed' requiring a reset/computer reset.

Natterbox, good software to have for calls/sales

製品を使ってみた感想： Overall, is a good experience.
Of course, if natterbox fix the software for long distance calls, it would be amazing!
But that is not to say, that this crashes and errors actually are rare, so I am happy overall.

良いポイント:

The integration with Salesforce, the scheduling for future calls, and real time tracking

改善してほしい点:

It crashes, and it takes time to reboot. It is a work in progress. Doesnt happen much, but one this that it is concerning is, when dialing overseas, sometimes the calls do go through or the signal is extremely bad.

JP's review

製品を使ってみた感想： Very good relationship with customer success teams (as part of QBRs and spot projects), good product overall with many of the key features we usually look for.
But complex license management and lack of support sometimes

良いポイント:

- All basic functionalities covered - Good integration with SF - Ambitious roadmap with voice recognition, transcripts etc.

改善してほしい点:

- Lacks some monitoring features (e.g. more real time details) - Some data not integrated with Salesforce - No full VoIP solution - No easy way to manage licenses (identify last date of usage etc.) - Support in case of issues takes time (sometimes several weeks) without necessarily solving the issue

Evolving with a customers needs

製品を使ってみた感想： Overall - OK. I found that Natterbox waited for us to identify and raise issues - the promise was that Natterbox would identify issues before us and notify us of gaps that they saw - even if they were not issues within Natterbox control. We were promised that Natterbox would monitor - flag and suggest resolution for issues that impacted their solution. This doesn't happen. Where is the KPI's - if the system isn't performing - we shouldn't be "its not our fault" - fix the problem not the blame...

良いポイント:

We are centric to SalesForce in managing our resources. NB as native in SF provides the ability to remove the finger pointing between previous CTI platforms that typically identified any faults as someone else's error and made resolution slow or at times non existent. We want a platform that makes us future proof - allows us to grow and keep pace with what's available and that can change with our needs. We want a platform that helps us lead organisational change - not be hindered by legacy systems. We want to be able to leverage SF and collaboration with customers, all our remote teams and our customers customers.

改善してほしい点:

It still feels like a "proto-type" - too much promised and not enough rigour around identifying issues. The start up was quick - but unidentified issues were not resolved quickly. Working with our IT team to understand bandwidth, server routings and unintended consequence should be improved.

Natterbox

製品を使ってみた感想： Very good. The Natterbox team, at all levels, took the time to understand our challenges and just rolled up their sleeves and pitched in until such time as the product was bedded in.

良いポイント:

We were in a situation where we had just implemented a new instance of Salesforce and we also had to move all of our people to WFH. At the time we had an on-premise call distribution system. Within about 7 working days of making the decision to partner with Natterbox, we migrated our call centre function to SIP-based technology and went live using Natterbox because it integrated readily to SalesForce. Also, the tool that supports the routing engine is quite intuitive and allowed us to refine our call segmentation/ paths very quickly

改善してほしい点:

The reporting suite does require a bit of time to learn albeit the out of the box reporting will certainly be sufficient for 'day 1'.

Natterbox Review after 2 years of usage

良いポイント:

Easy to use, connect globally to most counties

改善してほしい点:

Phone calls not connecting to clients (Sometimes needs to dial twice to insure 1st call was not a miss dial) Phone call quality to counties, such as Sri Lanka, India, Pakistan or countries that does not have good communicate infrastructure can be poor. Call loops, sometimes on rare occasions when speaking to clients, the line will drop? and it would be a loop like the client had started over, but its like a recording of client was saying at the start. Phone numbers used marked as spam on clients calls when they are using Andriod

Natterbox day-to-day use

良いポイント:

Software is easy to work with and completely replaces having a physical phone on your desk experience

改善してほしい点:

Software is market specific, so small markets like Latvia doesn't support all of the features that could be potential for business, but this is area what could be improved.

Does what it promises

製品を使ってみた感想： Atm. we are quite satisfied with the system and we are expanding it's use to other European countries.

良いポイント:

Our main selection criterias were seamless integration with SalesForce CRM and cost efficiency - both were met.

改善してほしい点:

At the beginning there were quite some tech problems and unstability. All of those were tackled later together with the Natterbox CS/tech support.

Natterbox: Almost there...

製品を使ってみた感想： Overall, it is a reliable system. The team has improved on customer service throughout the years.

良いポイント:

The system is relatively easy to use. The system journey creator is easy to edit. Good, but limited, integration with Salesforce

改善してほしい点:

Better analytics and dashboard creation. Better User onboarding training. Better queueing features.

Good phone software

製品を使ってみた感想： Overall it is a good product to use with salesforce to be able to talk to customers over the phone and retrieve voicemails.

良いポイント:

It is easy to use with salesforce and the majority it pulls up the customers account.

改善してほしい点:

Sometimes it freezes and won’t answer a call or won’t pull up a customers account. Can hear a call but won’t show on dial pad.

Regular Natterbox User

良いポイント:

The concept of the Salesforce plugin is great and the support team are really lovely. When it works, it's great.

改善してほしい点:

Our systems have been plagued with frequent ongoing Natterbox issues, since the day I started with the company over a year ago. There is an inherent issue within our company (perhaps server based?) that we just can't pinpoint, and my colleagues systems often go down leaving me to answer the phones solo. The transfer feature is difficult to use. Recently the "answer" button completely disappeared, only to be informed eventually that our CTI was too old. It's just hit and miss and I feel like we spend too much time talking about "raising a ticket" than just using the system.

Interesting System

製品を使ってみた感想： It is a good system, easy to use, I use it 4 days a week & have experienced very few issues.

良いポイント:

Easy to use, generally few issues, mostly seem to be weather related.

改善してほしい点:

I have absolutely no issues at all with this software & would recommend it to others

My impressions of Natterbox

製品を使ってみた感想： LOVE IT!!! I can not rate it and the team highly enough

良いポイント:

I like that I have control over the call routing and don't have to rely on an international company to support me

改善してほしい点:

some of the language sued, if you are not from a telephony system background can be a bit confusing

Good VOIP solution

良いポイント:

It works, very little downtime/issues.

改善してほしい点:

No webapp to make calls from, we need a physical handset because we don't use Salesforce

Recently transitioned to Natterbox

良いポイント:

Natterbox streamlines day to day tasks and is very simple to use. The dashboard is awesome! It is unbelievable that no one needs phones on their desks anymore! The phone tree is better for customers and reduces hold times. It is really nice that the phone numbers are automatically recorded in Salesforce.

改善してほしい点:

I really cannot think of anything negative to report. We have been really pleased with our decision to move to Naterbox.

Easy to use product

良いポイント:

Easy set up Support service easy reporting

改善してほしい点:

lake of integration with ms teams, but i see there is in the road map to allow that

Good technical solution, with room of improvement in customer service

良いポイント:

Easy to use. Very good technical team and implementation team. Integrates well with Salesforce.

改善してほしい点:

Lack of defined roadmap. Difficulty to get update on issue resolutions.

Natterbox opinions as SysAdmin.

製品を使ってみた感想： Works as intented.

良いポイント:

Support immediately available through the webchat

改善してほしい点:

It is too complex. CPU and RAM consumption is too high.

Natterbox

良いポイント:

It's integration with Salesforce CRM is seamless.

改善してほしい点:

More omnichannel products & integrations would help.

Simplifies the Day-To-Day

製品を使ってみた感想： Overall, natterbox has made an improvement in our work place and would happily say that it is the right choice for growing businesses

良いポイント:

It truly makes it simple to take calls and keep up with a demanding schedule

改善してほしい点:

It sometimes distorts the audio on calls