MiVoice Office Application Suite (Mitel Application Suite) vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
MiVoice Office Application Suite
Score 7.8 out of 10
N/A
MiVoice Office Application Suite delivers a range of applications on top of the MiVoice Office 250 telephone system. Whether it be unified communications, mobile connectivity, call reporting, call recording or outbound dialing, MiVoice Office 250 customers can benefit from the enhanced performance, all delivered from a single server solution. It replaces the former Mitel Application Suite (MAS).N/A
Talkdesk
Score 8.7 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$65
per seat/per month
Pricing
MiVoice Office Application Suite (Mitel Application Suite)Talkdesk
Editions & Modules
No answers on this topic
Professional
$65
per seat/per month
Professional +
Contact sales team
Enterprise
Contact sales team
Offerings
Pricing Offerings
MiVoice Office Application SuiteTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
MiVoice Office Application Suite (Mitel Application Suite)Talkdesk
Considered Both Products
MiVoice Office Application Suite

No answer on this topic

Talkdesk
Chose Talkdesk
We briefly used Mitel. To be honest, I found Talkdesk to be a lot better value for your money, and the customer service is a lot more responsive.
Top Pros
Top Cons
Features
MiVoice Office Application Suite (Mitel Application Suite)Talkdesk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
MiVoice Office Application Suite (Mitel Application Suite)
8.3
7 Ratings
Talkdesk
-
Ratings
Hosted PBX8.24 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.64 Ratings00 Ratings
Directory of employee names9.37 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
MiVoice Office Application Suite (Mitel Application Suite)
9.2
7 Ratings
Talkdesk
-
Ratings
Answering rules9.67 Ratings00 Ratings
Call recording9.35 Ratings00 Ratings
Call park9.07 Ratings00 Ratings
Call screening9.45 Ratings00 Ratings
Message alerts9.07 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
MiVoice Office Application Suite (Mitel Application Suite)
9.2
5 Ratings
Talkdesk
-
Ratings
Mobile app for iOS9.45 Ratings00 Ratings
Mobile app for Android8.93 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
MiVoice Office Application Suite (Mitel Application Suite)
-
Ratings
Talkdesk
8.6
416 Ratings
Agent dashboard00 Ratings8.6397 Ratings
Validate callers00 Ratings8.4350 Ratings
Outbound response00 Ratings8.6363 Ratings
Call forwarding00 Ratings8.7353 Ratings
Click-to-call (CTC)00 Ratings8.7329 Ratings
Warm transfer00 Ratings9.0375 Ratings
Predictive dialing00 Ratings8.3183 Ratings
Interactive voice response00 Ratings9.1256 Ratings
REST APIs00 Ratings8.1206 Ratings
Call scripts00 Ratings8.6180 Ratings
Call tracking00 Ratings8.7368 Ratings
Multichannel integration00 Ratings8.6267 Ratings
CRM software integration00 Ratings8.5322 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
MiVoice Office Application Suite (Mitel Application Suite)
-
Ratings
Talkdesk
8.8
401 Ratings
Inbound call routing00 Ratings8.9364 Ratings
Omnichannel inbound routing00 Ratings8.7258 Ratings
Recording00 Ratings9.3387 Ratings
Quality management00 Ratings8.9349 Ratings
Call analytics00 Ratings8.6361 Ratings
Historical reporting00 Ratings8.7367 Ratings
Live reporting00 Ratings8.9363 Ratings
Customer surveys00 Ratings8.6196 Ratings
Customer interaction analytics00 Ratings8.6224 Ratings
User Ratings
MiVoice Office Application Suite (Mitel Application Suite)Talkdesk
Likelihood to Recommend
8.9
(7 ratings)
8.8
(428 ratings)
Likelihood to Renew
-
(0 ratings)
8.3
(19 ratings)
Usability
-
(0 ratings)
8.9
(237 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Performance
-
(0 ratings)
10.0
(2 ratings)
Support Rating
8.8
(8 ratings)
8.0
(189 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
-
(0 ratings)
8.5
(198 ratings)
Configurability
-
(0 ratings)
10.0
(2 ratings)
Product Scalability
-
(0 ratings)
10.0
(2 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
MiVoice Office Application Suite (Mitel Application Suite)Talkdesk
Likelihood to Recommend
Mitel Networks Corporation
Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.
Read full review
Talkdesk
Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
Read full review
Pros
Mitel Networks Corporation
  • Call reporting
  • Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
  • Integrated with our email system.
Read full review
Talkdesk
  • Address internal issues quickly and solves any IT problems that arise in an efficient fashion
  • Allows our large company to stay connected, and easily reach anyone in the company
  • Allows our customers to have a quick and successful call experience by being routed to the correct agent
Read full review
Cons
Mitel Networks Corporation
  • It would be nice if they had more documentation on how to do things within the system that was easier to find.
  • The software has so many features that it can be overwhelming.
Read full review
Talkdesk
  • Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
  • I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
  • Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
Read full review
Likelihood to Renew
Mitel Networks Corporation
No answers on this topic
Talkdesk
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
Read full review
Usability
Mitel Networks Corporation
No answers on this topic
Talkdesk
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
Read full review
Reliability and Availability
Mitel Networks Corporation
No answers on this topic
Talkdesk
Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Read full review
Performance
Mitel Networks Corporation
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review
Support Rating
Mitel Networks Corporation
Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.
Read full review
Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Read full review
In-Person Training
Mitel Networks Corporation
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Online Training
Mitel Networks Corporation
No answers on this topic
Talkdesk
Easy to use, digestable bits of information
Read full review
Implementation Rating
Mitel Networks Corporation
No answers on this topic
Talkdesk
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
Read full review
Alternatives Considered
Mitel Networks Corporation
In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management
Read full review
Talkdesk
I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
Read full review
Scalability
Mitel Networks Corporation
No answers on this topic
Talkdesk
We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
Read full review
Return on Investment
Mitel Networks Corporation
  • Efficient, easy to use conference system for better communication
  • Useful mobile app to allow employee presence while out of office.
  • Global directory removed the need for employees to maintain one.
Read full review
Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Read full review