Nextiva Business Phone Service vs Zendesk Talk

• Our teams are located in three different countries. This includes Administration, Customers Support, Technical Support, and Sales. All of us have an internal number reachable from any mobile or laptop.
• Looking for the internal directory and dialing a three digit number is very easy. We communicate with workers in different countries as we where in the same building
• User-friendly application with availability indicator, call settings, and personal preferences.

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• Call recording is a nice feature! It is great for training purposes and for quality assurance.
• The metrics you get from Explore are a great insight into how the team is handling the call volumes.
• Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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• While phones are feature rich, they can still be confusing for some of our users.
• Mobile app can be glitchy at times.
• Would love to see more touch screen options.

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• Call transfer should be much easier
• A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
• Text to speech would be awesome

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• Reduced Cost: Licensing and model was much more simple than former vendor.
• Reliable: Very few help desk calls or issues with the phone system. It just works.
• User friendly back-end for admin users- very easy to manage. Easy to set up call groups, auto attendants and users or devices.

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• A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
• Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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