VoiceGenie

I’m very disappointed to leave a bad review… I was very excited about VoiceGenie but unfortunately, it is not ready for any type of use at all. Here are just a few of my many issues with this software:

MAJOR ISSUES:

• RED FLAG: NO SETTING FOR DAYS OR HOURS
You can't set any days or hours for calling so once you start a campaign it just starts calling without any concern for business hours, etc. Easy way to get a lot of complaints about your business. This was a huge red flag for me!

• DISASTER: CAN’T PAUSE CAMPAIGN
Support told me that I couldn't set any days or hours for the calling campaign, but instead, I could always manually pause the campaign to stop it from calling. So I did that... but it kept on calling and calling. I contacted support and they confirmed it was paused... but it is still calling out. This is a nightmare and support hasn’t help. It is still calling out even after I “paused” the campaign… It says it is “Complete” but yet, it won’t stop calling still… I deleted the Twill phone number and contact list, yet the campaign was STILL calling them. I was so stressed that it would keep calling (on my company’s behalf) long into the night or in the middle of the night! It finally fished the campaign (with ZERO results).

• ISSUE: TWILLIO SAYS OVER 3,000 CALLS
I checked Twillio and it says over 3,000 calls were made yesterday using VoiceGenie, for 166 contacts. VoiceGenie’s dashboard says 166 total calls placed, but Twillio says over 3,000! Almost all of the calls are 1 second long. No conversation at all.

OTHER ISSUES:

• BAD / ODD SUPPORT
I was told by Support that Satyam would need to help me with an issue I brought up and that he would email me that same day. He didn't. Again, just very odd and bad follow-up. I have been in touch with their support chat (transferred to human, name: shivam.sikdar) and am trying to get help to pause or stop the campaign from calling. It says it is paused, but it keeps on calling... They are not very helpful and I'm afraid this will give my company a bad name for calling after hours as I can't stop it from calling… Chat Support seems less concerned about the timing of this, as they keep telling me it will take some time. They even stopped responding to my chat and ended the chat without saying anything else. When I signed back into chat to ask him why he did that, he said (basically) that he couldn’t help me any further. So customer service just hung up on me with an urgent issue!?

• CALL RECORD - NOT WORKING
On top of all of these major issues, the basic features such as "call recording" didn't work. I reported this (among many other support needs) and they said they are reporting it to tech support. Something minor like this is fine with that response, but calling my contacts constantly at all hours with NO way to pause or delete the campaign is a major problem!! Plus it’s frustrating (if I didn’t have the bigger problems) that I can’t tell how any of the calls actually went. Very odd!

• CONTACT INFO CONFUSION
I scheduled a demo from their website. Satyam did the demo with me. The audio was very very bad and unprofessional. Lots of background noise and bad microphone. At the end of the demo, the gentleman gave me his personal email and phone number to text as well. I thought this was odd but maybe great customer service? I had a few follow up questions. So I texted him, but I never got a response. So I emailed him. No response. Finally I went through the website and they told me to email their support email instead. That's fine, but why not give me that in the first place?

Although I think this concept is cool and possibly a good idea, and I was very hopeful for VoiceGenie, I cannot recommend this software at all. With features not working and me not able to stop the campaign from calling after hours, this was a disaster. I gave it a list of 166 contacts and it got zero results from it and I have been stressed the entire time that it is going to continue call people way into the middle of the night. On top of that, Twillio is reporting that VG made over 3,000 calls yesterday, most of which were 1 second long. Very disappointed! 👎