HouseCalls Pro Commentary
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Subject Expert
Steve VanWagenen
Engagement Partner
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User Commentary
Relationship
TeleVox does a great job of scheduling time with us on a regular basis, and they continue to do...
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Product, Value
We use the broadcast part of the system to send a message out to our patients that don't have a...
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Product, Value
When the system works, we are extremely grateful for it. The system is very beneficial to any type...
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Relationship
We would like TeleVox's customer service people to have a more active role in reaching out and...
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Operations
TeleVox was very helpful with training us on how to use the system. When TeleVox provided some...
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Relationship, Product
We have had issues with access to HouseCalls Pro that have lasted a long time. Those issues have...
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Culture, Relationship
Initially, when I explained some of the problems we were having to TeleVox, they were responsive....
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Operations
I am not aware of whether TeleVox has any training for what we are doing with the system, but we...
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Loyalty, Product
One thing that we use TeleVox for that is not on our EHR vendor's road map is the feature where we...
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Value
TeleVox's charges are transparent, but I am not sure that I would agree that they are fair. Compared...
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Loyalty
The system may be part of our long-term plans. That will depend on what our EHR vendor does. TeleVox...
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Loyalty, Operations
We have had TeleVox's system for a really long time, and we have had a tumultuous relationship with...
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Relationship
We have had some challenges with having to escalate issues. The negative is that TeleVox has had...
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Relationship
TeleVox really works hard to meet the needs of the organization. If they don't have a feature or...
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Loyalty, Relationship
We are more than likely to buy TeleVox's system again. They have done a really good job. They are up...
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Operations
A lot of HouseCalls Pro is self-taught. TeleVox doesn't have a once-a-month call to go over...
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Loyalty, Value
We are migrating all of our patient outreach to another platform. We have currently migrated over...
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Relationship
TeleVox is very proactive. They are always checking in to see if we have additional needs or if we...
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Culture, Value
HouseCalls Pro is pretty much a one-stop shop. The tool can do a lot, especially since we are on the...
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Product, Value
TeleVox has helped us a lot. HouseCalls Pro has improved our phone metrics because we are no longer...
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Operations
Regarding TeleVox’s training, it feels like a onetime effort. We don’t always go back to the...
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Operations
TeleVox is developing rapidly, and that is great, but I would love to see more documentation and...
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Loyalty, Product
TeleVox integrates with our APIs through Epic fairly well, but we are still relying heavily on...
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Relationship, Product
TeleVox's road map needs work. TeleVox aims to be an omnichannel vendor orchestrating communications...
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Operations, Product
HouseCalls Pro has been a wonderful product. Our team put a lot of effort behind it, but the TeleVox...
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Relationship
I'm working with TeleVox on a project, and they have really been great to work with. They have done...
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Relationship, Operations
I would recommend TeleVox as a vendor, but I would also say that organizations shouldn't ignore...
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Culture, Relationship
A positive change from the last couple of years was the change of TeleVox's charge model. The second...
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Relationship
TeleVox's executives have been very proactive overall. For example, during outages, we met with the...
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Culture, Loyalty, Value
We like TeleVox's new enterprise unlimited program. One of the drivers for our switch was simply...
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Loyalty, Product
We haven't had any issues with TeleVox, and the solution has come a long way within the last year....
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Culture
There was a time when we were pretty concerned with TeleVox's invoices because they seemed a bit...
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Product
Sometimes, there are delays with the files we get from TeleVox, but we have had some issues from...
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Relationship
There have only been a few times when we have had to open tickets with TeleVox. They have a very...
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Relationship
I would like to have a chat option with TeleVox’s technical support for easier communication....
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Loyalty
We are getting ready to implement the Cancel button in HouseCalls Pro. We are going to use it to...
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Operations
I would tell someone considering HouseCalls Pro that the implementation staff is really...
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Product
There are a couple of things that are a little confusing. But I still think that HouseCalls Pro does...
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Relationship
We have direct contact with a support representative from TeleVox, and they are great. They actually...
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Culture, Product
I would tell TeleVox to try to match the main EHR in the region as best as they can. I would tell...
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Relationship, Product
The only criticism I have for TeleVox is that I wish they would either consult their clients or be a...
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Product
The end-user experience in HouseCalls Pro is very intuitive. It is not too complex. We can get...
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Operations
TeleVox has been great to work with. Our implementation was great, and the vendor's people were...
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Product
I wish HouseCalls Pro didn't time out. We have multiple screens up in the system. The people keeping...
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Relationship, Product, Value
HouseCalls Pro is a great product. I am glad that we went the route of using a tool like HouseCalls...
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Relationship
HouseCalls Pro is super easy to use. It is great for what we need it for, and it allows us to...
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Operations
I have had to go through a full training session for TeleVox's website. It isn't easy or...
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Relationship
TeleVox’s customer service people are great, and they are right on top of things. They have answers...
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Product
TeleVox has never promised anything that they haven't been able to do. HouseCalls Pro's biggest...
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Relationship
TeleVox keeps their promises most of the time, but their support is very poor. They need to improve...
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Operations
I would like more documentation and more training on upgrades. It would be great if TeleVox could at...
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Culture, Value
TeleVox doesn't charge for every little thing. We pay a flat price.
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Product
HouseCalls Pro is working fine for patients. We haven't had any complaints. The vendor's appointment...
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Loyalty, Relationship, Product
In terms of SMS texting capabilities, TeleVox is getting to where they need to be. They are mature....
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Loyalty, Product
TeleVox is introducing new modules and different omnichannel platforms. We don't use all of the...
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Operations
We pay for unlimited texts, phone calls, and emails. However, getting the email feature set up was...
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Operations
TeleVox doesn't really do well with the training piece. We have to go find training resources. It is...
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Product
Integration is a little cumbersome because we have to send TeleVox a flat file or multiple flat...
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Relationship, Product
We would like to have more control in HouseCalls Pro and more understanding of all the fields on the...
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Relationship
I don't like TeleVox’s support system. I don't think it is that great. TeleVox should do something...
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Relationship
We haven't needed any help from TeleVox at the executive level. I don't doubt I could go higher if I...
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Loyalty
It is probably pretty safe to say that HouseCalls Pro is part of our long-term plans for the next...
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Loyalty, Operations, Product
HouseCalls Pro has been a good product. It works and is effective. We are pretty satisfied. The...
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Relationship
I would say that TeleVox keeps promises, especially these days. Things are better because they...
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Relationship
HouseCalls Pro doesn't help us a lot of times. There are a lot of issues with the product, and it...
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Operations
The HouseCalls Pro implementation was supposed to take a couple of months, but it took much longer....
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Operations
Initially, TeleVox gave us a quick tip guide for HouseCalls Pro, but the tip guide wasn't...
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Product, Value
TeleVox changed their platform recently. On the patient side, nothing changed, but on our side, it...
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Culture, Value
TeleVox used to charge us for every little thing, and now we have an enterprise agreement, so we...
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Relationship
Sometimes on the weekends, TeleVox’s support is not that great. Weekdays are fine. There are...
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Relationship, Product
HouseCalls Pro has been a great product for us, and there has been great flexibility with the...
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Loyalty
Things have improved with HouseCalls Pro, but the demands and feature requests are increasing, so...
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Operations
We ended up with some surprises with the last upgrade of HouseCalls Pro. It was handled terribly. We...
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Value
We are charged for each individual message in HouseCalls Pro. There are also character limits in...
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Relationship
TeleVox should have partnered with us a lot better in terms of keeping promises, timelines, and...
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Loyalty
HouseCalls Pro needs to be more reliable. We are having issues with files creeping up, and...
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Relationship, Product
We have fallout with the ease of use with the office staff. Some users are good about going into the...
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Product
HouseCalls Pro is pretty useful. It basically only asks patients whether they want to confirm their...
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Operations
TeleVox has video trainings that are available. They have lots that are already out there that we...
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Relationship
I requested a couple of new features to be added, and TeleVox added them in. Although there were a...
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Product
It takes a while for users to get into the product, and then they have to get into the dashboard and...
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Relationship
The support from the vendor is kind of teetering. Everything is done through email. A couple of...
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Product
We are getting the reports, and we are getting the calls out there, but sometimes it is hard to get...
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Loyalty
We will be potentially moving away from the product because we are trying to consolidate everything...
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Culture, Value
We don't really get extra charges. However, when we went to the new platform and the new SMS...
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Culture, Relationship
TeleVox does a pretty good job of making sure our customers get their reminder calls and texts. I...
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Relationship
The only issue I have had is HouseCalls Pro has gone down a couple of times without the vendor...
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Relationship
Sometimes when I put in a ticket for updating messages or doing other technical support stuff, the...
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Product
Occasionally, the integration is pretty good, other than when calls don't go out because of some...
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Operations, Product
The website is pretty hard to maneuver through sometimes. The icons we click on are not very...
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Relationship
TeleVox’s support is great. We have had a few issues and things we have needed recently. The support...
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Operations
Overall, we would not buy HouseCalls Pro again. The issue was the implementation process, and things...
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Culture
We have an account manager, and at times, they want to sell us more stuff. We are not interested in...
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Operations
TeleVox has good training, and they have classes. We have new users where we set up HouseCalls Pro...
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Loyalty
When our contract comes up, I think we will evaluate different services. We may replace HouseCalls...
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Product
The messages that come out of HouseCalls Pro are straightforward. We don't ever hear complaints from...
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Value
HouseCalls Pro is a standard flat rate, so I don't think we see TeleVox charging for other things....
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Loyalty, Product
We don't leverage all the features that TeleVox offers, so their solution could be a good fit for...
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Product
Having to upload a file and make sure it is in a certain format for loading in files when doing...
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Relationship
Sometimes it took a while to get issues fixed, but TeleVox was always willing to meet with us, talk...
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Operations
There were a lot of technical issues at the beginning of the implementation that we had our IT team...
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Culture
When our TeleVox contract ends, we will be converting to a different vendor's product, so that will...
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Commentary Summary
Comment Type Breakout