My main requirement was: “If it doesn’t log in Salesforce automatically, it’s useless.” Once we connected the PBX integration, it started working the way a sales team expects: click-to-call directly inside Salesforce, a caller pop-up when the phone rings, and the ability for new numbers to be created as leads automatically. The best part is that it feels like part of the workflow, not extra admin work, so reps actually use it. Review collected by and hosted on G2.com.

Web calling was the area where we ran into the most trial-and-error. A few reps kept using Safari or Edge out of habit and ran into issues, so we ended up standardizing on one browser and putting together a quick internal “this is the setup we support” doc. Review collected by and hosted on G2.com.

We handle policy inquiries, claims, and renewals, so call routing makes a big difference for us. This system helps direct callers to the right department quickly, without long wait times. It’s also useful that missed calls are easy to track, so we can follow up and return them promptly. Review collected by and hosted on G2.com.

Some of the settings weren’t very intuitive at first, so we had to spend a bit of time figuring out how to configure the routing correctly. Once we understood it, everything became much easier to manage. Review collected by and hosted on G2.com.

The routing based on CRM ownership works really well for our team. Each client is assigned to an account manager, and the PBX honors that ownership when calls come in, so customers aren’t bounced around through a general line. The call pop-up and automatic logging also feel very natural once the integration is active, especially for setting follow-ups and reminders. Review collected by and hosted on G2.com.

We only discovered there was a Zoho plan limitation when we went to enable the integration. It was a small surprise during setup and meant we had to make a quick adjustment on our side to move forward. Review collected by and hosted on G2.com.

Managing calls for multiple properties used to be messy. With the PBX, we set up separate extensions and call flows for each location while still keeping everything under a single system. The voicemail notifications are especially helpful, because they let us respond quickly to tenant issues even when the office is closed. Review collected by and hosted on G2.com.

The admin panel includes a lot of settings, so it can take a little time to get comfortable and figure out where everything is. After a few days of using it, though, the layout starts to feel familiar. Review collected by and hosted on G2.com.

During events, our call volume can spike quickly, so we need a system that can handle the increase without creating confusion. This PBX lets us route calls to different team members based on the specific event or function, which keeps things organized. When plans change, it’s also easy to make quick adjustments on the fly. That kind of flexibility is essential in our line of work. Review collected by and hosted on G2.com.

Updating call flows for each new event takes a bit of manual effort. It isn’t difficult, but it does require careful attention to detail to avoid mistakes. Review collected by and hosted on G2.com.

Starting with a PBX-first approach helped us get into production quickly. The routing, extensions, and IVR handled most of what we needed without having to write any code. When we did need deeper integration, the API made it possible to connect with our internal tools and workflows. Overall, it’s a practical balance: configuration for the core basics, and code only for the edge cases. Review collected by and hosted on G2.com.

If you’re looking for a fully programmable voice app with complex flows throughout, this approach can feel a bit too structured. You’re still working within the PBX model, which may be limiting depending on what you’re trying to build. Review collected by and hosted on G2.com.

Our support desk runs 24/7, so routing rules matter a lot. Zadarma Cloud PBX makes it possible to set up time-based rules, availability checks, VIP routing, and overflow logic without too much trouble. Once everything is mapped out, it runs consistently. The voicemail-to-email feature is also practical—missed calls don’t get lost, and the team can follow up quickly. Review collected by and hosted on G2.com.

On the lower tiers, the limit on the number of IVRs/menus can feel restrictive if you support many departments or multiple languages. We ended up having to simplify our menu structure before upgrading. Review collected by and hosted on G2.com.

We coordinate between site teams, vendors, and clients, so clear communication is critical. This PBX helps route calls to the right person based on who’s available or responsible for a project. It’s also easy to adjust call handling as projects move through different stages, which keeps things running smoothly. Review collected by and hosted on G2.com.

There’s some initial setup needed to align the call flows with our project roles, and it took a bit of planning to get everything configured correctly. Once that was done, it has worked reliably. Review collected by and hosted on G2.com.

Being able to search transcripts saves us a lot of time versus listening through entire call recordings. We rely on them to spot recurring issues, such as missed compliance phrases, weak openings, and repeated customer complaints. We also put together small libraries of “good calls” and “calls to improve,” and then use those examples during coaching sessions. Review collected by and hosted on G2.com.

Transcription minutes are limited, so we have to be selective about which calls we choose to transcribe. Review collected by and hosted on G2.com.

Zadarma is a solid VoIP solution that I primarily use for international calls. The call quality is excellent, and the pricing is very reasonable. I especially appreciate how smooth the experience is on my phone — both incoming and outgoing calls work flawlessly. Review collected by and hosted on G2.com.

The Mac desktop app is less reliable. Occasionally, calls just don’t go through, which is frustrating when I need to make a quick call from my laptop. Also, I receive some spam messages — not sure if it’s the app or just the number I’ve been assigned, but it’s worth noting. Review collected by and hosted on G2.com.