MiContact Center vs. Nectar Desk

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

I would recommend Nectar Desk if you are going to launch it across an entire organization. By launching for only one department, it has been extremely difficult to not have the connectivity we want across the entire company.

Incentivized

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• Customizing Multiple Ring Groups: Allows for different call routing options depending on what phone number is dialed by a caller
• Agent Login Tracking & Analytics: I can see minute by minute details of my team's login status and better understand how they're using their time
• IVR Set Up: I can set up and edit/change IVR settings with the click of a few buttons, it's super easy!
• Call History Tracking: I can easily filter and view all calls for the day to see what was inbound vs outbound, how many calls were handled by each agent, how many calls were missed, how many were outside of business hours, what the dispositions for each call were, and MORE. The Call History analytics are GREAT.

Incentivized

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

• When a caller becomes assigned to an agent, SMS notifications are only sent to that agent. This is difficult for our call center manager to monitor if the team is handling all SMS replies efficiently and effectively.
• Because Nectar Desk is a chrome-based calling software, we are limited in accessing the platform. Due to the ongoing pandemic, this presented a challenge in making sure that all agents' at-home computers were capable of running the software.

Incentivized

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

• It keeps all side of our company connected
• Helps facilitate remote work

Incentivized

• As the marketing agency that implemented this software for a client, we have 100% insight into call performance. Our client previously throughout random numbers, was always guessing on his team's performance, and now we have actual insight into how the intake team is truly performing—we know 100% of the inbound calls they make, how many outbound calls are made in a day, and how much time is spent 'idle'. This has allowed our client to hire the appropriate number of call center staff based on actual data and has allowed us to shift our marketing budget to focus on driving the right callers.

Incentivized