I think the service is great for a small to midsize office or factory that is looking to be more efficient and to give a more polished look when customers contact you.
Our organization has multiple locations around the country, so we have a national automated call system. One of our facilities is unique and houses three different product lines. For this reason, our call volume may vary based on the season, and the types of calls, from end users to wholesalers. We wanted to try something a little different at this location to deal with the different types of calls and to keep us from having to guess at staffing or having other employees cover when things get busy. Since we have employed this system, it has greatly improved our efficiency at relaying proper calls to the right groups and we have completely eliminated the receptionist position and turned that employee into more of a customer service associate, which has worked out wonderfully for us. We use Call Ruby’s text message and email alerts, outbound calling, messages and voicemail. Also, the Find me-Follow me option, which has worked very well for our sales representatives that go out into the field. Overall, it has performed wonderfully. There was a small learning curve for our groups, but that has passed and we are seeing very positive results. Our former receptionist is now being assigned to help with customer service inquiries, which has lessened the load of our staff.
For me its the find me, follow me feature. Sometimes my job requires me to slip out of the office to deal with a field complaint and I don't like to give out my personal cell phone number.
Seeing that I do not deal a lot with the overall analytics, I don't know what could be better optimized and I have not seen any real complaints other than the initial learning curve.