iTelecenter Review

iTelecenter Pros

• Smart routing system (ACD Queues) for incoming calls
• Low cost per minute
• Internet Fax Included
• Unlimited extensions at corporate level

iTelecenter Cons

• Presently there are no cons for this service

iTeleCenter's basic, mid-level, and corporate plans are a great value for their price per minute. However, they require a $15 startup fee. iTeleCenter offers a free trial for 14 days that includes 120 minutes. We recommended this service for heavy conference calls users as they give you unlimited conference call minutes and a maximum of 25 people on a call. But, you cannot have more than one conference call going at once. If you need to have simultaneous conference calls, we recommend using Phone.com. iTeleCenter's conference call features coupled with a full send-and-receive Internet fax service and smart routing system (ACD Queues) make this plan a good PBX option. iTeleCenter has slightly below average phone, live chat and email support.

Pricing

iTeleCenter has slightly expensive basic and mid-level plans, but they offer more minutes at these levels than many competitors, and their plans have no startup fee. A local or toll free number (866, 877, 888) is included in the monthly fee, which meets the Market Standard. They do not offer international numbers and 800 numbers require a $25 setup fee. Vanity numbers and porting an existing number into the system both require a $25 setup fee. They offer a free trial of their service for 14 days that is limited to 120 minutes.

Online Interface

iTeleCenter has an average online interface and a quick signup process. They offer a setup wizard to help get you started. iTelecenter also allows you to store contacts in their interface. You cannot import contacts from CSV files, Outlook, or cut and paste. They allow you to set rules to specify which calls to block. You can also access call logs which can be sorted and filtered as well as set voicemail alerts. Additionally, you can upload your own greeting or recording and customize you on hold music. iTelecenter offers mobile apps for Android and iOS.

Call Management Features

iTeleCenter allows you to set call handling rules, such as forwarding the call, putting the call on hold, or prompting them with a go to menu. You can assign call handling rules for individual contacts as well as groups of contacts. Additionally, you can set call handling rules based on a time schedule. With iTeleCenter, you are able to forward, transfer, and hold a call, which meets our Market Standard. While on a call, you can transfer the call to voicemail and place a call on hold using just the keypad. However, you cannot block or unblock a caller using just the keypad while on a call.

iTeleCenter offers Follow Me call handling, which lets you set up an ordered list of extensions that will ring sequentially when you get incoming calls.  They also offer the ability to record and screen calls, but not tag calls. You can place outgoing calls through the PBX system and use the PBX system to make phone calls when outside of the U.S. through a virtual calling card.

PBX Features

iTeleCenter allows for an unlimited number of voicemails to be stored online for up to 60 days. You can opt to receive voicemails via email and can get them transcribed to text for an extra $10 per month. You can opt to receive voicemails via email as well as have them transcribed to text.

iTeleCenter offers 10 extensions, which meets our Market Standard. You can purchase additional extensions in sets of five for an additional $10 per month. On the corporate plan, you get unlimited extensions. They offer conference calling, and they automatically assign you with a bridge number. Conference calls are not billed and you can have up to 25 people on the call at once. They do not allow you to have more than one conference call going on at once. They include send and receive Internet fax service, which exceeds the Market Standard of receive-only faxing.  You can set up a custom auto attendant that lets callers decide where they need to be routed. They offer a dial-by-name directory and an ACD Queue system.

Customer Support

We found iTeleCenter's customer support to be below average. They offer phone support and live chat which is available Monday through Friday 9 a.m. to 7 p.m. ET and Saturday from 9:30 a.m. to 5 p.m. ET, as well as email support seven days a week. The average wait time for their phone support is three minutes.