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)
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.
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.
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.
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
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.
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.
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.
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.
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.
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
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.