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User Commentary
Product
For our office staff members, HouseCalls Pro is a little tricky. The support portal is poor, and I...
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Relationship
When we moved to HouseCalls Pro, it was supposed to be more self-service than our previous product;...
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Relationship
I have standing meetings with the vendor’s executives. I can't say that that has helped resolve some...
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Loyalty, Relationship
The vendor’s customer service has been terrible. They are one of the biggest players in the market,...
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Relationship, Product
Sometimes some errors take place with interoperability. HouseCalls Pro can't be perfect. There is...
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Product
We have a really old patient base, so when we send our reminders through HouseCalls Pro, some of our...
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Product
I don't have any complaints about HouseCalls Pro. It is pretty easy to use, and I like that it takes...
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Culture, Operations
The process of going live with TeleVox's product took way longer than it was supposed to and was...
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Relationship
We don't have any super complicated workflows set up, but we have continual issues with TeleVox...
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Operations
Access to TeleVox's website has been helpful and really easy. The website is pretty straightforward....
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Relationship
The text messages go out and go back and forth. When we give TeleVox a very concrete direction,...
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Relationship
The data that TeleVox sends could show what the data looks like, but it comes in snippets that are...
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Culture, Product
We were recently trying to get some metrics from TeleVox to see whether our subscriber base had...
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Product
We get out our bidirectional appointment confirmations. That was all that we were really looking to...
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Product
I haven't gotten any complaints about HouseCalls Pro, so it must be pretty easy. I like HouseCalls...
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Value
HouseCalls Pro is a little expensive for what we are doing, but it is nice to have. The service is...
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Product
We have had a lot of issues in HouseCalls Pro with patients thinking they are confirming the...
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Product
With HouseCalls Pro, I would love to see a reminder a little further out than just the two days that...
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Product, Value
Since we started using HouseCalls Pro, we have had fewer no-shows. I think that is the goal of any...
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Operations, Product
We are not 100% satisfied with the upgrades for HouseCalls Pro. TeleVox does upgrade the features in...
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Loyalty
At the time that we purchased it, HouseCalls Pro was the right choice for us. We have used one piece...
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Relationship
We have had a couple of really good account managers from TeleVox who have made our experiences so...
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Relationship
TeleVox had a data breach or exposure a while ago, and during that time, they were very good and...
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Culture, Relationship, Value
We have been trying to get a refund for an issue that TeleVox had, but the vendor has really dragged...
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Operations
We have to ask for training a lot, and we have to be our own advocates or work with our account...
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Relationship, Product, Value
TeleVox is working really hard to compete with other vendors and to integrate their system. That is...
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Relationship
TeleVox has made a lot of improvements to their support over the last year. They have improved...
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Product
I get a lot of patient complaints about the reminder call system in HouseCalls Pro. If a patient has...
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Relationship, Product
HouseCalls Pro is so easy because we don't have to do anything with it. Also, when the calls go out...
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Relationship
I can relate my communications to TeleVox directly, but I haven't had any contact with TeleVox....
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Relationship, Product
There are low levels of communication when the calls don’t go out with HouseCalls Pro. We get a...
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Operations
When we first started on the product, there were a few days every month when the calls wouldn’t go...
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Loyalty
TeleVox is coming out with some new functionality that will address situations where the patients...
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Loyalty, Product
Our organization has changed over the time we have been on HouseCalls Pro, but before some of those...
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Product
HouseCalls Pro really falls short in quality and effectiveness. For instance, we are only allowed...
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Loyalty
We will be integrating with our EHR vendor’s communication module, which could support the services...
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Culture
TeleVox could have been better at communicating expectations about HouseCalls Pro’s two-way texting...
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Loyalty
We have been shopping around the different vendors because of different tools we would like to have....
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Value
HouseCalls Pro is serving our needs. However, as much as TeleVox has been proactive and has found...
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Relationship
The team that I work with at TeleVox is great. They find staff to answer questions, they answer my...
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Relationship
HouseCalls Pro was a nice upgrade compared to the legacy platform that we were on with TeleVox....
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Operations
The HouseCalls Pro platform is very busy. There is a lot of information. TeleVox does provide...
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Loyalty, Operations
The product isn't very intuitive. A lot of it comes down to people getting messages and...
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Operations
We had a lot of problems during our implementation. The vendor had a lot of turnover, so they had to...
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Operations
The vendor sends us information, but we don't feel like they have enough training. We also feel like...
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Product
There are some SMS functionalities that would allow us to do real-time texting, but right now, we...
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Product
The patient’s ability to use HouseCalls Pro to either confirm or cancel appointments is fine. That...
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Culture, Value
TeleVox’s pricing is competitive and expensive, but we kind of need them. Also, TeleVox really ran...
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Value
On a positive note, TeleVox still offers voice functionality, so that is good. Some folks don’t...
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Loyalty, Product
There is functionality in our current system that the vendor is unable to support in their future...
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Culture, Relationship
At the time that the product was promoted to us, it worked exactly the way that we wanted. The...
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Loyalty, Product
In order to upgrade to the new platform, the vendor had a requirement to load all of the departments...
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Product
From a patient's perspective, the product isn’t as easy as it could be. We have seen some patients...
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Loyalty, Relationship
TeleVox currently requires us to operate in a way that is difficult for our office staff. We were...
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Operations, Product
One of the primary problems with the product is that when we maintain the various workflows and the...
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Product
The vendor helped develop a solution where we could proactively send patients scheduling messages if...
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Relationship
TeleVox does a nice job of sending out monthly or quarterly newsletters on new functionality that is...
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Relationship
It is really hard to get ahold of who we need to get ahold of at TeleVox and then get that person to...
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Product
Our end users are very accustomed to the software and how to use it. When we moved to HouseCall Pro,...
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Product
The way the responses come back into our EMR is sometimes confusing because of the way that they are...
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Relationship
The vendor has been promising that a certain report will get to me by a certain day for several...
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Relationship, Product
We know every day whether the appointment reminders ran successfully. We have access to a portal so...
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Product
The product is pretty easy for patients. We have had some hiccups in the past, but we have been able...
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Relationship, Operations, Product
HouseCalls Pro does a really great job from a technology perspective. They have a lot of...
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Relationship
The vendor's support staff members don't understand the product well, so we get conflicting...
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Culture, Value
In the past, TeleVox charged all of our overages at the end of the year. so if we were under our...
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Product
One issue we have had is that if a patient decides to opt out of messages on the TeleVox side of the...
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Culture, Value
There aren't unexpected costs with TeleVox, but the costs are too high. We have to pay per text or...
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Product
The product portal is pretty good. It gives us much more control and oversight over what is being...
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Product, Value
Before the vendor acquired the legacy product that we were using, we had no idea what was being sent...
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Relationship
Contacting the vendor’s tech support is very frustrating. We can only email them. If we call, they...
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Product
There are some good things with the product, and there are some things that are not going well. The...
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Product
The product actually has two portals. One portal is for administrative people, and one portal is for...
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Relationship
I have talked to some higher-level engineers and executives at TeleVox, and they are very slowly...
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Culture, Relationship
Other vendors send us emails when there are known issues. We only get emails from TeleVox when their...
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Relationship
If I need to engage the vendor’s executives, they are engaged. I don't meet with them on a...
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Relationship
The historical support for the original HouseCalls platform was abysmal. There were multiple times...
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Relationship, Product
TeleVox has their own do-not-call list. They maintain their own listings of numbers for phone calls...
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Value
While TeleVox does tout and promote deep integrations with Epic, TeleVox is clumsy. They have said...
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Loyalty
TeleVox basically acquired a company, slapped their brand and logo on the company's system, and said...
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Relationship
TeleVox has been a strong partner with us for a long time. The responses of the support people can...
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Product
From a patient perspective, HouseCalls Pro is not very difficult to use, but at times, the patients...
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Operations
The rollout process for implementing partners for the product was really smooth. The vendor’s...
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Product
We use the product primarily for automated appointment reminders, and we do feel a bit constricted...
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Product
TeleVox sends us a monthly recap of where we are with the product. The ability to automatically...
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Relationship, Operations
The vendor was really good when we wanted to upgrade from HouseCalls to HouseCalls Pro. Our account...
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Culture
We pay for volume with HouseCalls Pro, and the vendor lets us know up front. They are very clear...
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Relationship, Value
HouseCalls Pro has been a good product, and our vendor support is good. They are willing to work...
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Culture, Relationship, Product
Just looking at appointment reminders, it is easy for patients to select the wrong choice, so they...
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Product
We have a lot of problems with our integration. Sometimes the appointment reminder data doesn't feed...
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Relationship, Operations
I have never been a part of a project with TeleVox that went smoothly. I have never experienced...
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Loyalty
We are looking to replace HouseCalls Pro. I have worked with TeleVox for several years, and we have...
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Product
What I like about HouseCalls Pro compared to the legacy version is that it allows our institution to...
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Relationship
There have been a lot of initiations and updates, and the response time from the vendor, in my...
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Product
Recent updates to HouseCalls Pro have broken items built by our technicians and caused some problems...
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Relationship
Overall, I am satisfied with TeleVox and the folks over there. The team I work for has been great...
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Relationship, Value
For us to have a higher level of satisfaction with HouseCalls Pro, we would need to make some...
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Product
With HouseCalls Pro, I really like that we can set up the frequency and adjust the changes in the...
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Product
The biggest patient challenge that we have is that we have several different levels of patients...
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Relationship
Our support representative is elite. They are attentive, and they do a very good job in terms of...
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Operations, Product
With HouseCalls Pro, there is a lot to learn because there are a lot of pieces to the platform in...
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Relationship
There have been hiccups with HouseCalls Pro, and the leadership at my organization has not been...
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Relationship
If I were to recommend this solution to others, I would just say that they should definitely try to...
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Product
One of the issues we have had with HouseCalls Pro has been reliability. The platform needs to be...
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Product
I am really happy. HouseCalls Pro has some wonderful features. We can tell the system to call the...
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Relationship
Our customer service representatives from TeleVox are very receptive and always respond quickly....
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Loyalty, Relationship
The vendor is constantly bringing things to the table and having us look at additional things they...
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Operations
The training from the vendor was very rushed. It was a lot to take in. We went from using a system...
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Relationship, Operations
The transition from the TeleVox to HouseCalls Pro went well and was pretty smooth. Everybody was...
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Relationship, Product
The biggest challenge we have seen is that in the old TeleVox system, we were able to have error...
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Relationship
Initially, it sounded like the customer service piece would be utilized more or would be more...
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Relationship
Anytime we put in a ticket, it seems to take a very long time for the vendor to resolve it without...
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Product
We can update phone numbers in the system live, and the change immediately goes into effect. That is...
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Relationship
There are parts of HouseCalls Pro that we would love to use again, but there are pieces that we...
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Relationship, Relationship, Operations, Operations, Product, Product
HouseCalls Pro is built to be more hands on for the customer and less reliant on the TeleVox support...
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Operations, Operations
TeleVox does offer training. However, I feel like the training that I attended was a little fast,...
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Relationship, Relationship, Product, Product
We don't really have any control over updates and releases. The vendor just pushes them out, and we...
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Product, Product
The chatbot features aren't quite what our company wants, but everything else is good.
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Relationship, Relationship
We have really good, dedicated concierge support from TeleVox. We open a lot of day-to-day...
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Relationship, Relationship
The vendor has assigned us a customer success manager, and they are brilliant. I attribute a lot of...
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Relationship, Relationship
TeleVox’s executives are very involved with the workings of our company. We have looked at some...
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Loyalty, Loyalty, Relationship, Relationship, Operations, Operations
Our workflow needed some custom builds and custom mapping, and the vendor was very accommodating to...
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Culture, Culture, Value, Value
We have been partnered with TeleVox for a very long time, and our contract has been way out of date...
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Product, Product
My biggest issue with HouseCalls Pro right now is that I don't know whether patients are getting...
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Culture, Culture, Operations, Operations
The only interactions I had with TeleVox were when they came in the first time and when they did the...
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Relationship, Relationship
TeleVox is knowledgeable within their system. They have plans for almost everything, but we have to...
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Operations, Operations
Training from TeleVox is all right. When they have upgrades or new functionality, they have lessons...
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Relationship, Relationship
We have had to get TeleVox involved in certain scenarios, and they haven’t always fixed our...
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Relationship, Relationship
HouseCalls Pro gets the job done because it is reliable. The system does what was promised by the...
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Product, Product
We use HouseCalls Pro for all of our appointment reminders for both text messages and phone calls,...
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Culture, Relationship, Product
We recently had an issue where TeleVox made a change to the way the system's logic worked without...
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Product
We mostly use HouseCalls Pro for appointment reminders. Most patients find the solution to be fairly...
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Relationship
Another vendor that we had worked with in the past had a task management website that allowed us to...
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Product
HouseCalls Pro has a production environment, but it also has a test environment. We usually try to...
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Relationship, Operations
We have found many problems that we have had to alert the vendor to, and we have literally had to...
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Culture, Relationship
About 80% of the time, when we ask the vendor's people a question, they tell us that they don't know...
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Operations
The original analyst who implemented HouseCalls Pro for us was very well versed in how the system...
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Loyalty, Product
HouseCalls Pro allows both real-time interfaces and file-based batch interfaces. If users want to...
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Product
The product has gotten substantially better over the last six months or so. The system's portal is...
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Loyalty, Product
One new feature that we received in a recent upgrade was a patient messenger. That messenger sends a...
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Product
HouseCalls Pro is a lot easier to use than the old system that the vendor used to have. The vendor...
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Culture, Relationship, Operations
When we started with TeleVox, we had a great experience with their parent company. However, they...
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Relationship
Sometimes, the vendor has the functionality that we need. However, there are other times when we...
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Relationship, Product
TeleVox has been able to customize their integrations to meet our needs.
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Relationship
We require a high level of technicality when we deal with some of TeleVox's products.
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Culture
The vendor has never overpromised or sold us a solution that didn't meet our needs. If we ever...
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Relationship
The vendor's help desk was great when we had to use it a lot. The vendor's support people take a...
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Culture, Relationship
Recently, TeleVox had an outage, and within minutes, we received communication from the vendor...
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Relationship
The TeleVox person who we work with has always been really attentive. We can contact them when we...
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Culture, Relationship
The vendor's involvement has always been great when we have reached out to them. A lot of vendors...
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Product, Value
I don't think that I have ever been in a situation where the vendor has not delivered. Our no-show...
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