HouseCalls (TeleVox) Comments

 

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Current Time Inside Cache Tag Helper: 9/24/2020 5:26:26 PM and Model.EvProductId = 998

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User Commentary

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Analyst/Coordinator

Service and Support

Intrado has supported us as we have dealt with the COVID-19 crisis, but their turnaround time has...

Jun 2020
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Analyst/Coordinator

Technology

Intrado keeps their promises but only with time delays. They have been promising us new technology,...

Jun 2020
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Analyst/Coordinator

Other Observations & Comments

We have a really great account manager with the vendor, and that makes a world of difference. On our...

Jun 2020
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Analyst/Coordinator

Other Observations & Comments

I am pretty satisfied. The product is working right. Innovation and communication have been lacking....

May 2020
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Analyst/Coordinator

Functionality and Upgrades

Intrado needs to update their system. They could do that, but they don't. Using Intrado's online...

May 2020
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Analyst/Coordinator

Other Observations & Comments

The thing about the Intrado system is that the messages sound really natural because an actual voice...

May 2020
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Analyst/Coordinator

Service and Support

Intrado's system is stable, and I am satisfied with that. The phone support is excellent. It is easy...

May 2020
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Analyst/Coordinator

Other Observations & Comments

Intrado has kept all of their promises to us. They didn't make many. Our account representative...

May 2020
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Analyst/Coordinator

Other Observations & Comments

Intrado doesn't really provide training. The product is pretty self-explanatory. The end users don't...

May 2020
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Analyst/Coordinator

Functionality and Upgrades

There are things we can do by ourselves with the integration of the product. A lot of times, we want...

May 2020
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Manager

Service and Support

The changes that I request don't happen in a very timely manner, but everything does seem to get...

Apr 2020
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Manager

Service and Support

Whenever I have needed help working through the vendor's online portal, I have been able to get...

Apr 2020
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Manager

Functionality and Upgrades

The portal is pretty user friendly. We have multiple different scripts for messages set up. The...

Apr 2020
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Manager

Interfacing and Integration

In terms of the vendor supporting our organization's integration goals, we get a file from the...

Apr 2020
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Manager

Functionality and Upgrades

The portal is very slow and probably needs to be updated, but we can go in and run reports. When we...

Apr 2020
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Manager

Functionality and Upgrades

Intrado meets our needs. They help us with what we need to do, but we can't make instant changes,...

Apr 2020
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Manager

Service and Support

We have also been through quite a few representatives with Intrado, and they are all very...

Apr 2020
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Manager

Relationship

When it comes to executive involvement, I have never dealt with anyone other than the representative...

Apr 2020
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Director

Relationship

Early on, there were some lessons learned, but at this point, the system is very easy to work with....

Mar 2020
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Director

Future Outlook

HouseCalls isn't part of our long-term plans. Our reason for leaving has nothing to do with the...

Mar 2020
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Director

Interfacing and Integration

The system has done a very good job of supporting our integration goals. If we weren't looking at...

Mar 2020
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Director

Relationship

The vendor has been keeping all of their promises. I have never had an issue with them. They don't...

Mar 2020
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Director

Implementation and Training

The vendor isn't very proactive with training. We have to ask for training, and that is silly. The...

Mar 2020
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Director

Functionality and Upgrades

The system's ease of use depends on the user. The vendor has a portal for us to use, but the portal...

Mar 2020
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Director

Service and Support

The vendor is proactive about communicating and working with us when there is something on their...

Mar 2020
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Director

Relationship

The only challenge we have had is that a lot of the vendor's people seem to change often. The...

Mar 2020
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Director

Functionality and Upgrades

There are going to be incidents with any vendor, but we have worked with the company for years. If...

Mar 2020
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Director

Relationship

If we still have the vendor's services over the next year, we will be very satisfied with the...

Mar 2020
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Director

Other Observations & Comments

Some of the outcomes were driven entirely by us, but the vendor was very accommodating. They were...

Mar 2020
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Analyst/Coordinator

Service and Support

The system is not in our long-term plans anymore. I will put out an RFP fairly soon. The decision to...

Feb 2020
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Analyst/Coordinator

ROI / Cost (care and feeding)

The vendor is much better than when they were first taken over by West Corporation because they used...

Feb 2020
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Analyst/Coordinator

Implementation and Training

We have been on the system for so long. We don’t have any ongoing training. That might change once...

Feb 2020
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Analyst/Coordinator

Other Observations & Comments

Right now, the product doesn’t support our organization’s integration goals, but that isn’t the...

Feb 2020
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Analyst/Coordinator

Other Observations & Comments

I don’t believe that we have ever had an upgrade with Intrado. If they have done an upgrade, then...

Feb 2020
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Analyst/Coordinator

Service and Support

In terms of overall product quality, some things don’t meet our needs, but that is not the vendor’s...

Feb 2020
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Analyst/Coordinator

Functionality and Upgrades

The end users don’t have to do anything as long as everything files back into our main system. From...

Feb 2020
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Analyst/Coordinator

Functionality and Upgrades

I approached the vendor about some new functionality that I wanted, and they didn’t have that...

Feb 2020
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Analyst/Coordinator

Relationship

The vendor’s service is not proactive. As of now, I haven’t had any vendor executive involvement. I...

Feb 2020
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Analyst/Coordinator

Other Observations & Comments

The vendor isn’t meeting our needs, but that isn’t really their fault. I would give them a fairly...

Feb 2020
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Analyst/Coordinator

ROI / Cost (care and feeding)

Intrado doesn’t nickel-and-dime us at all. Pretty much everything around maintenance is free, and...

Jan 2020
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Analyst/Coordinator

Implementation and Training

We haven’t had any training from the vendor. It would be nice to get even an hour or so of training...

Jan 2020
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Analyst/Coordinator

Functionality and Upgrades

The vendor's software is really good. When the vendor gets work done, it is done well and is really...

Jan 2020
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Analyst/Coordinator

Technology

At times, Intrados' website is really slow. I don’t really get that much feedback from end users,...

Jan 2020
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Analyst/Coordinator

Technology

Intrado is pretty good at delivering new technology. The texting platform works well for us.

Jan 2020
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Analyst/Coordinator

Service and Support

When the vendor sends me an email saying that they did something, I don't know what request they are...

Jan 2020
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Analyst/Coordinator

Service and Support

There was one time when I kept telling a person at Intrado that the users don’t get reports every...

Jan 2020
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Analyst/Coordinator

Service and Support

Intrado has really good equipment, but the service is so slow. If we had to redo it all, we would...

Jan 2020
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Analyst/Coordinator

Relationship

Intrado doesn’t really keep their promises. One of Intrado's people told us Intrado could do...

Jan 2020
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Analyst/Coordinator

Relationship

Intrado is not very proactive. I don’t know that they ever call. They have reached out before, and...

Jan 2020
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Analyst/Coordinator

Lessons Learned

I would not recommend symplr to others. I would tell others to be aware of what they might be...

Jan 2020
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Analyst/Coordinator

Service and Support

symplr needs to work on getting things done on time. Maybe they just need more people. We have been...

Jan 2020
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Manager

Other Observations & Comments

I enjoy being able to go on the website and research issues myself without having to place a call or...

Nov 2019
 Helpful

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Manager

Relationship

My account manager is always available. Normally, the turnaround time for completing support...

Nov 2019
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Analyst/Coordinator

Relationship

I would maybe buy HouseCalls again, but I would first see whether there was something else out...

Oct 2019
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Analyst/Coordinator

Service and Support

HouseCalls works almost 100% of the time, but just the support is lacking. We have a dedicated...

Oct 2019
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Analyst/Coordinator

Interfacing and Integration

HouseCalls integrates pretty well with our other system. There is room for improvement, but for the...

Oct 2019
 Helpful

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Analyst/Coordinator

Relationship

We have a wonderful account manager. That has been one of the best things that we have found. We...

Oct 2019
 Helpful

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Analyst/Coordinator

Functionality and Upgrades

If we provide the data and know what we want to happen with it, TeleVox can make that thing happen....

Oct 2019
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Analyst/Coordinator

Functionality and Upgrades

One of the big issues that we have run into over the last year is with our Spanish text messages...

Oct 2019
 Helpful

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Analyst/Coordinator

Functionality and Upgrades

TeleVox has server issues, and we are not told that a call didn't go out until we hear about it from...

Oct 2019
 Helpful

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Analyst/Coordinator

Implementation and Training

TeleVox always offers training, but the training is often very basic and goes over really low-level...

Oct 2019
 Helpful

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Director

Win/Loss - Why they were not selected (by non-clients)

We were not happy with the service that we were getting, specifically the responsiveness from the...

Sep 2019
 Helpful

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Director

Relationship

Our biggest frustration was a lack of responsiveness from TeleVox; it didn’t feel like we were...

Sep 2019
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Director

Technology

HouseCalls worked off of batch files, but its technical infrastructure and build were a little bit...

Sep 2019
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

Before we started with HouseCalls, there were multiple tools that were being used in different parts...

Sep 2019
 Helpful

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VP/Other Executive

Technology

TeleVox is not changing and is not delivering anything new. The jury is still out as to whether...

Sep 2019
 Helpful

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VP/Other Executive

Functionality and Upgrades

I like that HouseCalls has three options for contacting a patient. The same message can be sent out...

Sep 2019
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VP/Other Executive

Relationship

TeleVox keeps their promises with some prodding and some difficulty. We do not always get the...

Sep 2019
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VP/Other Executive

Functionality and Upgrades

We use HouseCalls for a limited function, so we avoid paying any extra costs. We are not trying to...

Sep 2019
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Director

Sales and Contracting

One of West’s customer service people said that the tool had certain capabilities, and I was...

Aug 2019
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Director

Future Outlook

Our leadership doesn’t want to continue with this tool. They want to replace the tool with another...

Aug 2019
 Helpful

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Analyst/Coordinator

Service and Support

Sometimes West makes a change when we have asked for something specific, and the change ends up...

Nov 2018
 Helpful

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Analyst/Coordinator

Implementation and Training

West could communicate with us better about upgrades. They did an upgrade a year ago, and I don’t...

Nov 2018
 Helpful

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Analyst/Coordinator

Implementation and Training

We recently implemented HouseCalls with our partners, and West did a really good job with keeping...

Nov 2018
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Analyst/Coordinator

Service and Support

West is responsive and very helpful. When I have questions, West makes sure to answer them so that I...

Nov 2018
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Analyst/Coordinator

Service and Support

Things are going well with West. I am pleased with their responses to concerns. They do their best...

Nov 2018
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Analyst/Coordinator

Service and Support

Things are going really well with West. We have a good relationship, and they are easy to work with....

Nov 2018
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Analyst/Coordinator

Service and Support

The only hesitation I have with the tool is that the back-end support can sometimes cause problems....

Nov 2018
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Analyst/Coordinator

Service and Support

West has definitely improved on being more proactive with all the work we have done together. They...

Nov 2018
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Manager

Functionality and Upgrades

There are a lot of little things that have been wrong with HouseCalls. It got to the point where we...

Nov 2018
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Manager

Service and Support

It just seems like West has grown too quickly and that they have too many clients. West has lost a...

Nov 2018
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Manager

Service and Support

West is trying to improve our experience. They gave us what they call white-glove service. We have...

Nov 2018
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Manager

Lessons Learned

The challenge with West is that they have done a great job of buying the competition. I don’t know...

Nov 2018
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Manager

Implementation and Training

We have been a customer of West for a handful of years. We have started to acquire more health...

Nov 2018
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Manager

Service and Support

Things have been a little rocky for West. I am hopeful that things will get a little better. But it...

Nov 2018