CallTower vs. OneSource Virtual

If you're looking to optimize your spend and resources around a corporate telephony solution, CallTower stands up against anything else I've seen. Lowering help desk tickets, allowing great communication and collaboration opportunities to thrive and providing a solution that just works!

Incentivized

OSV uses tickets/cases for communication, which makes it easy to open and monitor the status of transactions. They are great at net pay processing and filing taxes. If things are not moving along, you can reach out to your Tax Specialist or Customer Success Manager, and they can help escalate concerns. It sounds like they are rearranging their tax filing department so they can facilitate quicker resolutions, so I hope that benefits their customers. They are also interested in reaching out and making things right for the customer. Their Knowledge Center online could use a re-vamp. The search function is not useful at all, and I have a difficult time finding forms such as ACH Reversal form, or the Stop Payment form.

Incentivized

• Optimized integration with Teams
• Implementation was the 'flagship' experience for us
• Ongoing support is real not just empty promises
• The implementation model was extremely well thought out and was definitive

Incentivized

• Payroll Processing - we never have late payments.
• Education - I can ask a question like, "why did this pull into retro" and I will get a quick and accurate response.
• Always improving - OneSource Virtual is always improving processes and the teams are getting better at what they do.
• Garnishments - a garnishment team is a well-oiled machine, they know their role and do it well.

Incentivized

• Honestly nothing, I stack up other implementations against theirs, it was that good!

Incentivized

• We receive far too many emails from our cases. They send three just to start with.
• Better knowledge of the tax deferrals due to Covid19.
• A better reminder of when your contract will end. They spring it on you at the very last second and then you cannot look outside of OneSource Virtual because you need coverage.

Incentivized

I do feel they are a great extension to the payroll service

Incentivized

Have had no issues with getting what we need from this service

Incentivized

Overall, we receive great customer support from OneSource Virtual. The only real hiccup we have had has been around taxes and response times. We had a longer than expected lag in cases regarding notifications from the IRS-which are very important and have to be answered timely. We were able to resolve with SDM but didn't feel that we should have had to escalate.

Incentivized

I would say the benefit we had was that we engaged OSV as our Workday implementation partner, therefore, the rest was seamless.

Incentivized

8x8 was our 2nd choice however for us they priced themselves out of the decision and we also tend to keep awareness around being right sized to the solutions we choose. With 8x8 we felt that their propensity to cater to large Enterprise would mean that we were the 'small fish in a large pond'. Being right sized means that we're not the largest fish but also not the smallest, which means that we get the right level of attention for who we are.

Incentivized

The level of support and flexibility of OneSource Virtual is far superior to my experience with ADP. They are readily available to assist with troubleshooting as well as day-to-day needs. ADP was difficult to get in touch with and had a box product that required our business to conform to instead of being able to flex to meet business needs. OneSource Virtual has a deeper platform than Paychex, however, the level of customer support is equal.

Incentivized

• [OneSource Virtual] saves me time by preparing all of our tax filings [so that] I can focus on more of the review and analysis of our payroll costs
• Once I run the payroll complete process, [OneSource Virtual] takes over the settlement process giving me one less thing to worry about
• [OneSource Virtual] has allowed us to keep our overhead costs low, allowing the company to use those savings on other initiatives while the company grows

Incentivized