Dialpad Talk vs Microsoft Teams

• Manages the calls that need to be returned.
• Sends a recording of the voicemail to the correct email so an agent can review it and call back.
• Allows you to transfer to a certain agent if necessary. This is helpful because sometimes certain agents deal with certain callers because they know the caller’s history and needs better.

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• Video calls are great with Microsoft Teams. They've made big improvements over the last year and I rarely have issue with getting on. It's nice when things just work.
• The most used functionality is, of course, the chat feature. It does what it's supposed to do and you can create chat groups from whoever you'd like. We use it a lot when there is a special project and a team from various groups get together for a short period of time to get things done.
• An overlooked function is the ability to search anything within Microsoft Teams. Any photo, document, or chat can be searched and found pretty easily. I can't tell you how many times this has saved me from having to rewrite something or start over.

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• I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
• As an admin, Id like to be able to login to each of my users' accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
• Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.

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• Sometimes pings are not instantaneous, especially when there are more than 100 participants in the Teams meeting
• Gets hung up once in a while when the system is loading
• Some headphone/Bluetooth connectivity issues. I turn on my Bluetooth just after receiving a Teams call notification. Sometimes the audio doesn't switch to Bluetooth and sometimes the sound is completely lost after connecting the call. In both cases, I had to completely reboot the system.

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• Positive- better work/life balance therefore better retention rates and employee happiness
• Positive- smoother correspondence on administrative items by using the chat functions and the ability to use the laptop to make calls while doing other work
• Negative- confusion with number sand some functions that cause time to figure out and therefore disrupt workflow

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• I think it has allowed us to leverage our Office365 more effectivly since all of the apps are synced together.
• It has really allowed us transition away from more formal webex meetings and have a more free flow conversation.
• It also gives us a more direct line to our manager if we need there input they can easily join our team chat.

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