CallHippo

CallHippo Reviews

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CallHippo Review by WhichVoIP

The Company

CallHippo was founded in 2016 and is headquartered in Delaware (USA). It provides virtual phone service to over 5,000 businesses across the World with a specialized focus on call centers and includes powerful features such as dialers, Automatic Call Distribution (ACD), call monitoring, advanced call analytics, and Interactive Voice Response (IVR).

The Good

CallHippo has three plans to choose from. The bronze plan is priced at $22 per user per month ($16/user/month for the annual plan), the silver plan costs $28 per user per month ($20/user/month for the annual plan) and the platinum plan costs $30 per user per month (annual plan only). An enterprise plan is available for very large businesses that need customized features and integrations, along with Service Level Agreements (SLA). Contact CallHippo for more information on the enterprise plan.

The bronze plan is very basic and is meant for small call centers (typically less than 5 users). You can forward calls to any device but will be charged for minutes for these calls unless you are forwarding to one of the CallHippo Apps. The silver plan is typically for sales teams with less than 10 users and includes unlimited inbound calling (except toll-free) and adds traditional call center features such as Interactive Voice Response (IVR), call reminders, call queues, time conditions and holiday routing, call analytics and the ability to call internal team members. The platinum plan is aimed at larger businesses (greater than 10 users) and adds a power dialer (note that the bronze and silver plans include a very basic standalone dialer), call transfers, call barging, 3-way conference calling and the ability to forward to multiple devices, including external phone numbers.

Integrates with over 100 other third party applications with most available across all CallHippo plans. This is very powerful and usually a requirement for modern call centers that need to interact with various CRM systems so they have access to their customer's details during phone calls. They are also able to perform click-to-call directly from the CRM and also record calls and store them under that customer's record. Some of the more well known integrations include Salesforce, Zapier, Freshdesk, Microsoft Dynamics and Teams, Zoho, Zendesk, Shopify, Slack, Magento, Asana, Calendly, Adobe, SugarCRM, SendGrid, Marketo, Mailchimp and Oracle.

Mobile App soft phones are available for iOS and Android devices so you can work from anywhere using your cellphone or tablet device and there is also a Chrome Web extension so you can make and receive calls directly from your Web browser. There is also a Windows Application that is currently in beta testing.

CallHippo is very much aimed at global call centers and you can communicate with over 60 countries Worldwide and buy phone numbers for each of these countries. This is important since globalization has resulted in many businesses outsourcing their call centers to lower cost areas of the World.

All plans include 24/7 support via chat, email and by phone. Platinum and enterprise plans also add dedicated account managers so you have one point of contact for all of your support needs. The support section of the CallHippo Website offers a lot of useful FAQs, knowledge base articles and support guides. There are also over 50 comparison guides that compare CallHippo's service against other VoIP companies that focus on call center phone service software, such as Ringcentral, Nextiva, 8x8, Star2Star, Vonage, Liveops and many more.

The Bad

Pricing seems very reasonable at first but note that it does not include outgoing call costs or even incoming minutes, in the case of the bronze plan. These are extra costs that you should be aware of and they are relatively expensive. For example, outgoing calls for the USA cost 1c/min and the UK costs 2c/min. Inbound calls typically cost around 2c/min for USA and UK calls. There are also additional charges for each DID (Direct Inward Dial) phone number you have, and these costs vary by country. As an example, all USA DIDs cost $6 per month and UK numbers cost $8 per month.

The silver and platinum plans include unlimited inbound calling, but pay close attention to the terms and conditions. There is a fair use policy tied to unlimited minutes, which is common these days but it is worth discussing this with CallHippo to ensure there are no hidden surprises for your expected usage. For example, a call is defined as being between two parties so if you have a 3-way call this will likely cost additional minutes.

Although CallHippo supports SMS there may be additional charges for SMS messages depending on the number and country you are communicating with and also based on fair usage policies. Also note that there is a maximum limit of 200 SMS messages per day, per user which may be important if you rely on SMS for setting appointments and the likes.

Voicemail transcription is available for all plans but additional charges apply for speech to text transcription. Unfortunately no costs are detailed for this feature.

There is no option for IP desk phones. The CallHippo model has been designed primarily for soft phones on a Web browser or a cellphone or tablet Application. This could be a problem if your preference is to use IP phones from Polycom, Cisco, Yealink or other phone manufacturers.

The Bottom Line

  • Bronze plan: $22/user/month ($16/user/month for the annual plan).
  • Silver plan: $28/user/month ($20/user/month for the annual plan).
  • Platinum plan: $30/user/month (annual plan only).
  • Additional charges for DIDs, outbound calls and also for inbound calls (for the bronze plan only).
  • Soft phones only, no desk IP phones.
  • 100+ Integrations with third party CRMs and help desk applications.

Overall Thoughts

CallHippo offers an impressive feature set with a vast number of third party integrations to maximize the productivity and efficiency of your call center. Pricing per user is very reasonable but when you take into account the costs for DIDs and outgoing minutes it could end up an expensive service overall. As always, perform your own due diligence before signing up with any phone service provider.

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