MiVoice Office Application Suite vs Talkdesk | TrustRadius

What users are saying about

Score 7.4 out of 10

Based on 25 reviews and ratings

Score 8.6 out of 10

Based on 469 reviews and ratings

Feature Rating Comparison

MiVoice Office Application Suite

Talkdesk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

MiVoice Office Application Suite

Talkdesk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Project Manager in Marketing

Cosmetics Company, 201-500 employees

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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

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Verified User

Consultant in Information Technology

E-Learning Company, 51-200 employees

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Cons

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.

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Verified User

Administrator in Information Technology

Plastics Company, 201-500 employees

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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

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IT and Special Projects Manager

Execulink TelecomTelecommunications, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Manager in Customer Service

Computer Software Company, 201-500 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

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Support Rating

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.

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Senior Systems and Network Engineer

DiamondITInformation Technology and Services, 11-50 employees

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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.

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Mark de Gruiter

Director of Client Success

GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Documents specialist

Krucial StaffingStaffing & Recruiting, 10,001+ employees

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Alternatives Considered

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

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Kenneth Harrington-Colon

Internal Systems Specialist

Creative Business Resources (CBR)Human Resources, 11-50 employees

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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.

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Verified User

Consultant in Professional Services

Business Supplies & Equipment Company, 11-50 employees

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Return on Investment

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.

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Verified User

Administrator in Information Technology

Education Management Company, 51-200 employees

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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.

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Training and Quality Manager

ClearlyRetail, 51-200 employees

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Pricing Details

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

—

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
Enterprise	Contact sales team

per seat/per month
none

Additional Pricing Details

—

Rating Summary

MiVoice Office Application Suite

Talkdesk

MiVoice Office Application Suite

Talkdesk

MiVoice Office Application Suite

Talkdesk

MiVoice Office Application Suite

Talkdesk

MiVoice Office Application Suite

Talkdesk

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