The people at Convirza were very helpful and the service they offered was easy to use, both during setup and afterward in the online control panel. I was initially very pleased with the experience. However, during our trial (of just a few days), we experienced a major problem. I'll discuss that in the next section.
One day, a few hours into the business days, we began to realize that all our calls were being dropped after 30 seconds. We spent a lot of time looking at our internal phone systems and working with AT&T to make sure it wasn't our problem. Then we thought, "What if it was LogMyCalls?" (Convirza's old name). We disabled call tracking and the problem IMMEDIATELY went away -- all calls were back to normal.
I sent a ticket to them, they looked into it and confirmed that it was a problem. It was fixed a few hours later.
This meant that for a better part of 3-4 business hours, we could not maintain communications with our customers. We had to quickly ask for their phone number (within the 30-second drop limit) and hope we could get it all, and then manually call them back. We spent the next two days tracking down everyone we might've missed and apologizing to them.
So the problem was fixed in the end, true, but the whole thing was unacceptably handled. What's wrong with this scenario?
1) We received no warning of any sort that there was a service outage.
2) We had to manually debug the issue and inform THEM that they were experiencing an outage.
3) There was no debriefing afterward, no "this is how it happened and this is what we'll do to prevent it in the future". Their only response was "That is a very rare occurrence." Be that as it may, with something as business-critical as phone lines, it's unacceptable to have a failure of this magnitude without any warning and without any postmortem. I cannot have faith in "rarity" alone when the technical problem that caused it was never made public... how could I know the underlying issue was identified, much less fixed for the future? Is it going to simply happen again on some indeterminate future date?
Please be sure you talk to them about reliability and downtime, what plans they have in place to deal with outages, how you will be notified of downtime, and any reimbursements your business could receive in case it happens.
If they cannot satisfactorily answer these questions, I would find another call-tracking company that could.
Call tracking still seems like a very valuable service to us, but we'll have to go with another company when we try it again -- preferably one with a good SLA and a documented disaster-recovery procedure.