Since getting sucked into the purchase with the offer of three months free without a long term contract, I should have realized that this was a bad idea when I couldn’t even provide my payment to port a number on the day that I signed the contract. I should have paid attention right then and ended it. I have been having trouble getting my calls to my business number on my personal cell phone. I began with Google Voice (which is free but unreliable) to go to Jive which is equally unreliable but not free. Customer service is polite and helpful, but not effective. Everyone has changed something but none have been a lengthy fix. Now they are telling me that it is my phone that is the problem. Nice. Avoid this phone company.
I’ve already been through…
I’ve already been through RingCentral and Vonage. There are key features that are critical to doing business such as a good desktop app that can act as a communications control center. Jive’s is absolute garbage. It is meant only for inter-company monitoring or phone usage. The thing is it’s dealing with the customers that are important. Being able to see who’s calling in, listend to voice mail messages, see faxes coming in, etc. None of this is available with Jive. Both RC & V had this. RC used to have an excellent desktop app but discontinued it and forced a beta that was terrible on all their customers. It could do everything mentioned above and send faxes, listen to vm’s being left while being left and allow me to pick up the call (call screening) drag and drop voicemails and faxes into files and emails and lots more. If RC hadn’t dropped theirs, I might still be with them. The rest of their service was fraught with problems. As it is now, to see needed things like voicemails and call logs, you have to log into a portal that takes more time, has a higher learning curve and covers up too much of the screen. Believe me, there’s nothing like having a smaller good communications control center where you can do almost everything that is only on the top right of the screen and pops to the front of everything with an incoming call that tells you who is calling and you can decide right there what you want to do with the call.
Absolutely none of these features are available on Jive. This app is useless for helping me do business with my customers. They are trying to build their own app but god knows how long until anything would be available. Jive needs to license a 3rd party app, preferably the old RC app until they get theirs up to some functional usefulness. They won’t do anything unless enough people request it so I ask that anybody reading this review request jive find a good 3rd party app until theirs is well developed.
Oh and their fax is weak. they recommend sending no more than 4-5 pages and tell me that faxes could take 5 min to an hour to make it to the client. That is next to useless. Too many customers can be weak on technology, particularly older and only use faxes or have to wait for their kids to get home to help them with email. Contracts and reports are often much more than this, much more. Many government offices won’t use email because they can be hacked and require faxes to send them documents.
Jive says I should accept this because it’s a free service. They may not have a separate charge for it but they are charging in their other fees. No business does anything at a loss. Again, they should make their fax more robust and efficient or license a 3rd party fax service that can handle the workload.
Another bad thing about their fax, it works via email. It is cumbersome. You have to remember all sorts of information to put into the send to and subject. If your fax needs a cover sheet you still have to attach it. you have to attach these to the email and send the email that is very limited in what it can handle and can take as much as an hour to send to your client or receive. It would be better set up to have a functional desk top app where you click on a fax icon and just fill in a cover sheet, attach whatever you need to attached and send and one that works faster. Failing having it available in the app, at least have this in one of their portals. If you send the email with a message the recipient will never receive it, only the attachments are faxed.
Jive is like so many other tech companies, including RC and Vonage. They make it convenient for them and forget what their customers need. They will consider your ideas and suggestions but only if enough other requests come in. Jive has the telephone basics right and seem like a good company but one that needs a lot of improvement to be truly functional for real business use. They’re worth a try but among the first things you should do with them is request the implement 3rd party fax and desktop apps until they get their own up to a level of usability.
On the great side of Jive, their tech support is 24/7/365, lacking in other providers, and their support so far has been great. Their pricing is more reasonable. But how important is the pricing if it’s lacking too much in other key areas?
Just to be clear, I will never go back to Ring Central, their service and support are terrible. I’m not a big fan of Vonage either. If Jive can become more functional, initially by deploying 3rd party desktop app and a more robust 3rd party fax service, they have a lot of potential. Everyone I’ve spoken to there is awesome, particularly in support.
We have been using Jive for 2 years…
We have been using Jive for 2 years now with great success. In early 2015 they had a few problems with brief service outages while they were upgrading their infrastructure, but very few interruptions since beginning of 2016. I hear they have many new features coming in 2017. The two key points that sold us were 1) no ala carte billing for each feature; everything included and 2) no term agreement unless you rent the phones.
I love everything about Jive from…
I love everything about Jive from the PBX to the customer service. The price had saved me a ton of money while providing a better service than anything I’ve had before. I highly recommend Jive to anyone looking for business phone systems.
Jive Communications was founded in 2006. Jive’s hosted VoIP services run on their proprietary Jive Core. Jive’s Hosted VoIP pricing comes in 5 tiers based on the number of users in your business, with each plan including unlimited minutes, Jive’s top-ranked Technical Support, and a no hidden fees monthly contract.
Jive has partnerships or other agreements with some of the biggest names in telephony and networks, including Microsoft, Cisco, Polycom, Panasonic, Verizon Business, Bandwidth, Level (3), Brocade, and XO.
Jive Communications is not related to Jive Software.
Jive offers a paid trial. During the trial you get a temporary phone number, and there is a one-time $15 fee to port your number in. If you leave Jive, there is no fee to port your number out.
Tax services, insurance agencies, hospitals, car manufactures, and school districts/government agencies. Jive attracts a number of businesses that are spread out geographically, whether in different buildings in the same zip code, or all throughout the country or world.
Editor’s Bottom Line:
Jive has made a name for itself providing services for enterprise businesses and large government organizations. Their awards and clients page includes a dozen financial planning or insurance companies, half a dozen nationwide chains that focus on fitness and wellness, and a number of school districts and county seats. And, of course, their biggest names have to be Panasonic and Ford. Some of the largest and most geographically-separated offices can stay in touch as easily as if they were down the hall from each other. At the largest tiers, Jive really becomes a bargain. All tiers get the same features, so scaling up is easy. Jive also gives discounted and free phones, so you can keep the startup costs (CAPEX) down.
One of Jive’s biggest selling points is the visual dial plan, so let me explain exactly what this means. The auto-attendant, sometimes called a virtual receptionist or a phone tree, routes all the calls to the correct extension. A poorly planned dial plan is a nightmare for the caller, so it’s important that the dial plan is easy to understand. Many VoIP providers set the dial plan with drop down menus or some other text-based plan. With a visual plan, you drop an icon of the person you want to connect to, or the next set of options. From there, it’s as easy as playing connect-the-dots; you can have multiple pathways to the same extension, have a dial plan that doubles back to another point in the chain, and so on. The visual dial plan gives you as many options as you want, but doesn’t give you so many options that you get overwhelmed. If at any point you need to change or delete an extension or level of options, it’s as easy as a mouse click.
A few more things related to the auto-attendant: You can record as many levels of the auto-attendant as you want; you can record a greeting for each level of the auto-attendant; you can set certain numbers to never hear the auto-attendant and reach the person they want directly every time they call (eliminating the need to have more than one DID number); because you can record a message for level, you can have a message that answers the most frequent questions (e.g., hours and directions) and save your workers time; you can set the auto-attendant to answer the call before your own phone rings.
Plans & Prices:
- Phone numbers are $1.75/mo, or $5 if you are on Tier 1. You only need one phone number.
- Tier 1 (1-4 Users): $29.95 Per Device
- Tier 2 (5-9 Users): $25.95 Per Device
- Tier 3 (10-24 Users): $23.95 Per Device
- Tier 4 (25-49 Users): $21.95 Per Device
- Tier 5 (50-100 Users): $19.95 Per Device
- Basic phones are $70-$150
- Executive phones are $135-$500
- Conference phones are $380-$840
- Jive Mobility App is available for free on iOS, Android, Windows, and Mac
All Available System Features:
82 Unified Communications features, including:
- 99.99% Uptime SLA: A guarantee in writing that your service will work.
- 10-Party Conference Bridge: Connect up to ten participants on the same phone call by dialing a special number for conferences called a bridge
- Auto Attendants: You can have an unlimited number of options to route the call
- Auto-Divert: Send telemarketers and other unwanted calls to a different extension, or set it up the other way and have important callers skip the auto-attendant and call you directly.
- Auto-Reject: Block telemarketers and other unwanted calls
- Call Analytics: See who called, why, and for how long
- Call Forwarding: Send all inbound calls to another number
- Call Logs/Analytics: Review who called, why, for how long, and the result of the call
- Call Monitoring: A third caller can listen in on an ongoing call. The third caller can be silent to one party, called whisper or spy, or can be heard by both parties, called barge.
- Call Park/Pickup: Transfer a call to a dedicated “empty” line while you find the best person to take the call, who can pick up the call without having to talk to the first agent again
- Call Queues (Automatic Distribution): Create call groups to take certain types of calls. Inbound callers may wait on hold until an agent is available
- Call Recording: Record some or all calls for security. All calls are stored remotely
- Call Transfers: Transfer calls with or without talking to the extension you are transferring to
- Call Waiting & Caller ID: Get these basic features for free
- Conferencing (3-way): Have three callers on one call without setting up a conference bridge
- Corporate/Local Directory on Phone: Phones have access to a database of employee information called an LDAP.
- Custom Greetings: Record your own message to greet inbound callers
- Custom Messages: You can create outgoing messages for every step of the auto-attendant, and you can also create messages personalized for specific callers
- Custom Queue Hold Message/Hold Music: Create a playlist of many songs for your hold music and you can change it anytime you like
- Custom Schedules: Set different calling rules depending on whether the office is open or closed
- Dial by Name: In addition to extension dialing, you can have new callers dial the correct person by their name
- Direct Inward Dialing: Assign one phone/extension its own number
- Direct Outward Dialing: Some PBX systems require you to dial 9 first to dial out. Jive does not.
- Do Not Disturb: Temporarily send all calls to voicemail
- E911: Send your physical location to emergency services
- Escape from Call Queue: When a call is on hold, the caller can go back to a menu or leave a message rather than having to hang up and start over
- Extension Dialing: Inbound calls and callers within the network can dial an extension rather than a full number.
- Extension Transfers: You can transfer a call with or without talking to the other extension first
- Fax to Email: No need for a clunky fax machine, all faxes are sent to your email just by dialing your number
- Find Me/Follow Me: Other phones ring simultaneously or sequentially when your phone rings
- Intercom:Talk through your phone’s speakerphone within the office
- LDAP Integration: An LDAP is a type of internal directory that keeps information on members of an organization
- Line Failover: If your Internet or Jive servers are unavailable, your calls are forwarded to your cell phone or the number of your choice
- Missed Call/Message Waiting Indicator: Your phone light up to let you know that you missed a call
- Multiple Calls per Line: You can have an unlimited number of concurrent calls coming from and going to one phone number
- Paging: Your desk phones’ speakerphones become a mini PA system within a department
- Pre-Call Announcement: Gives information about the inbound caller before the agent begins speaking to him or her
- Paperless Fax: Use your phone or scanner to send outgoing faxes. Inbound faxes go to your email.
- Presence Monitoring: Sometimes called Busy Lamp Field (BLP), see who your colleagues are talking to, if anyone, before transferring a call
- Report Caller Hold Time: The agent will hear how long the caller has been on hold, which may influence how the caller is treated
- Speed Dial: Dial just one digit to get your most frequently called numbers.
- Unlimited Call Queues: No matter how high your call volume is, you can route your calls efficiently and minimize confusion and hold time by setting proper hold queues
- Unlimited Extensions: You are not limited to one extension per seat. Multiple users can use the same phones and have their own voice mail box. In addition, your extension can be a 3-,4-,5, or 6-digit number
- Visual Dial Plan Editor: The easiest way to program your auto-attendant. In your user portal, you can design a call flow by dragging-and-dropping icons. If you can make a flow chart, you can configure how inbound calls are routed.
- Voicemail to Email: No need to sign in to hear your voicemail messages, a copy of your voice mail message will be sent to your email.
- Wait Time Announcement: Callers on hold get to know ahead of time how long to expect to wait on hold before reaching an agent. Callers may opt not to call during peak times if they know how long they’ll have to wait.
In terms of additional costs, Jive Communications does not include international calls, and also features some extended calling areas. With the extended calling areas, each has its own price relative to the location. The extended territories include Alaska, American Samos, Canada, Guam, Hawaii, Northern Mariana Islands, Puerto Rico, and US Virgin Islands.
While location may vary price, some features, though included, may affect pricing as well. One feature in particular is the Call recording feature. While setup is free, there is a rate charge to this feature. Though it is relatively inexpensive at around $0.02 per minute, it is still a factor customers should be aware of before using the feature.
- Entrepreneurial Company of the Year by Frost & Sullivan
- Jive Communications Awarded 2015 INTERNET TELEPHONY TMC Labs Innovation Award
- Jive Awarded Qualified Vendor Status under CALNET 3