Dialpad Talk vs Zendesk Talk

• 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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• Call recording is a nice feature! It is great for training purposes and for quality assurance.
• The metrics you get from Explore are a great insight into how the team is handling the call volumes.
• Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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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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• User interface
• Setup

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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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• A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
• Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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