Nectar Desk vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Nectar Desk
Score 8.0 out of 10
Small Businesses (1-50 employees)
Nectar Desk is call center software for a wide variety of industries. It includes a complete suite of call center software features such as call recording, IVRs and call transfers. Additionally, it integrates with many CRM platforms in order to ensure that agents can work efficiently between Nectar Desk and their CRM. It also has advanced agent analytics which allow users to analyze their agents’ performance and make staffing adjustments as necessary.N/A
Talkdesk
Score 8.2 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.
$85
per month per user
Pricing
Nectar DeskTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
Nectar DeskTalkdesk
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Nectar DeskTalkdesk
Top Pros
Top Cons
Features
Nectar DeskTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Nectar Desk
9.2
1 Ratings
10% above category average
Talkdesk
8.4
435 Ratings
0% above category average
Agent dashboard9.01 Ratings8.4416 Ratings
Validate callers10.01 Ratings8.2365 Ratings
Outbound response9.01 Ratings8.4381 Ratings
Call forwarding10.01 Ratings8.6370 Ratings
Click-to-call (CTC)10.01 Ratings8.9345 Ratings
Warm transfer10.01 Ratings8.9392 Ratings
Predictive dialing9.01 Ratings8.6194 Ratings
Interactive voice response10.01 Ratings8.3270 Ratings
REST APIs9.01 Ratings8.1216 Ratings
Call scripts9.01 Ratings8.1191 Ratings
Call tracking9.01 Ratings8.7386 Ratings
Multichannel integration8.01 Ratings8.1281 Ratings
CRM software integration8.01 Ratings8.0336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Nectar Desk
8.6
1 Ratings
4% above category average
Talkdesk
8.7
422 Ratings
5% above category average
Inbound call routing9.01 Ratings8.7384 Ratings
Omnichannel inbound routing8.01 Ratings8.5272 Ratings
Recording9.01 Ratings9.3406 Ratings
Quality management9.01 Ratings9.0367 Ratings
Call analytics8.01 Ratings8.9381 Ratings
Historical reporting8.01 Ratings8.4388 Ratings
Live reporting9.01 Ratings8.8382 Ratings
Customer interaction analytics9.01 Ratings8.4238 Ratings
Customer surveys00 Ratings8.2208 Ratings
Best Alternatives
Nectar DeskTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Nectar DeskTalkdesk
Likelihood to Recommend
8.0
(1 ratings)
8.2
(448 ratings)
Likelihood to Renew
-
(0 ratings)
8.8
(36 ratings)
Usability
-
(0 ratings)
8.7
(264 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
-
(0 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
-
(0 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Nectar DeskTalkdesk
Likelihood to Recommend
NectarDesk Inc.
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.
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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Pros
NectarDesk Inc.
  • 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.
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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
NectarDesk Inc.
  • 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.
Read full review
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
Read full review
Likelihood to Renew
NectarDesk Inc.
No answers on this topic
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
NectarDesk Inc.
No answers on this topic
Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
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Reliability and Availability
NectarDesk Inc.
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
NectarDesk Inc.
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.
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Support Rating
NectarDesk Inc.
No answers on this topic
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.
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In-Person Training
NectarDesk Inc.
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
NectarDesk Inc.
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
NectarDesk Inc.
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
NectarDesk Inc.
No answers on this topic
Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
NectarDesk Inc.
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
NectarDesk Inc.
  • 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.
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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.
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ScreenShots

Nectar Desk Screenshots

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