What users are saying about
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Top Rated
469 Ratings
25 Ratings
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Score 7.4 out of 100

Talkdesk

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Top Rated
469 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

MiVoice Office Application Suite

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.
Anonymous | TrustRadius Reviewer

Talkdesk

TalkDesk is perfect for everyday use, it is a huge plus especially when you are making several calls a day, and are wanting a simple, app to use in a fast-paced setting. The only thing that I would change would be adding a feature to where you can put yourself on break while you're on a call so that you don't have to deny calls when you're off a call and can not take any more calls.
Mariana Lopez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

MiVoice Office Application Suite
Talkdesk
8.6
Agent dashboard
MiVoice Office Application Suite
Talkdesk
8.6
Validate callers
MiVoice Office Application Suite
Talkdesk
8.5
Outbound response
MiVoice Office Application Suite
Talkdesk
8.6
Call forwarding
MiVoice Office Application Suite
Talkdesk
8.7
Click-to-call (CTC)
MiVoice Office Application Suite
Talkdesk
8.7
Warm transfer
MiVoice Office Application Suite
Talkdesk
9.1
Predictive dialing
MiVoice Office Application Suite
Talkdesk
8.2
Interactive voice response
MiVoice Office Application Suite
Talkdesk
9.0
REST APIs
MiVoice Office Application Suite
Talkdesk
8.0
Call scripts
MiVoice Office Application Suite
Talkdesk
8.5
Call tracking
MiVoice Office Application Suite
Talkdesk
8.7
Multichannel integration
MiVoice Office Application Suite
Talkdesk
8.5
CRM software integration
MiVoice Office Application Suite
Talkdesk
8.5

Workforce Optimization (WFO)

MiVoice Office Application Suite
Talkdesk
8.9
Inbound call routing
MiVoice Office Application Suite
Talkdesk
8.9
Omnichannel inbound routing
MiVoice Office Application Suite
Talkdesk
8.5
Recording
MiVoice Office Application Suite
Talkdesk
9.4
Quality management
MiVoice Office Application Suite
Talkdesk
9.0
Call analytics
MiVoice Office Application Suite
Talkdesk
8.8
Historical reporting
MiVoice Office Application Suite
Talkdesk
8.9
Live reporting
MiVoice Office Application Suite
Talkdesk
9.1
Customer surveys
MiVoice Office Application Suite
Talkdesk
8.6
Customer interaction analytics
MiVoice Office Application Suite
Talkdesk
8.8

Pros

MiVoice Office Application Suite

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
  • Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
  • Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
Anonymous | TrustRadius Reviewer

Cons

MiVoice Office Application Suite

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • Support of issues - resolution is often measured in days\weeks
  • Omnichannel experience for agents is flawed and configuration options are limited
  • Typical tools (such as transfer) does not have customization or ability to work with a business
  • Unable to assign calls from the dashboard
  • [In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
  • Omnichannel reporting is terrible
Jason Warren | TrustRadius Reviewer

Likelihood to Renew

MiVoice Office Application Suite

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.0
Based on 13 answers
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.
Anonymous | TrustRadius Reviewer

Usability

MiVoice Office Application Suite

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.0
Based on 188 answers
As I mentioned previously, the desktop app is great! And actually, it's the main way that I use it. Through my desktop. But if I want to use it through my phone, it is very frustrating. I cannot even answer calls, so basically, I cannot use it, but, since my main use is on the desktop, I have almost no complaints about it. It is incredibly easy to use and get used to.
Anonymous | TrustRadius Reviewer

Support Rating

MiVoice Office Application Suite

MiVoice Office Application Suite 8.8
Based on 8 answers
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.
Steve Davis | TrustRadius Reviewer

Talkdesk

Talkdesk 8.0
Based on 187 answers
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.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

MiVoice Office Application Suite

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.6
Based on 152 answers
Our company specifically had several issues with the implementation of Talkdesk. To be fair a lot of this probably had to do with our company and the internet/tech department here, however, we had a lot of issues with the logins and credentials working correctly. Overall after the implementation process was over and everyone was comfortable with the functionality of Talkdesk, we were much happier with Talkdesk than our previous software.
Shelby Allen | TrustRadius Reviewer

Alternatives Considered

MiVoice Office Application Suite

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
Kenneth Harrington-Colon | TrustRadius Reviewer

Talkdesk

These programs were similar but different from Talkdesk. At first, I did not think I would like Talkdesk. Talkdesk took a while to get used to, however, once you get used to it, it can be very helpful. I originally thought I liked Google products more, however, Talkdesk is now our preferred system of choice.
Anonymous | TrustRadius Reviewer

Return on Investment

MiVoice Office Application Suite

  • 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.
Anonymous | TrustRadius Reviewer

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.
Carlos A | TrustRadius Reviewer

Pricing Details

MiVoice Office Application Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

MiVoice Office Application Suite Editions & Modules

Additional Pricing Details

Talkdesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

MiVoice Office Application Suite
8.8
Talkdesk
8.8

Likelihood to Renew

MiVoice Office Application Suite
Talkdesk
8.0

Usability

MiVoice Office Application Suite
Talkdesk
9.0

Support Rating

MiVoice Office Application Suite
8.8
Talkdesk
8.0

Implementation Rating

MiVoice Office Application Suite
Talkdesk
8.6

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