Nextiva VoIP Call Center vs. Talkdesk

Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.

Incentivized

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.

Incentivized

• Accommodating customer hotline.
• Lower rate.
• User friendly recording portal.

Incentivized

• Address internal issues quickly and solves any IT problems that arise in an efficient fashion
• Allows our large company to stay connected, and easily reach anyone in the company
• Allows our customers to have a quick and successful call experience by being routed to the correct agent

Incentivized

• The admin portal is cumbersome to use and times out too frequently.
• The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
• The click-to-call feature inside of our CRM is finicky and often needs resetting.

Incentivized

• 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

Incentivized

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.

Incentivized

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.

Incentivized

Nothing so far , no issues which is very good, first time in this business i have seen something like this.

Incentivized

We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.

Incentivized

They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.

Incentivized

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.

I was shown how to use Talkdesk and was happy with it. I learned all I needed.

Incentivized

Easy to use, digestable bits of information

Incentivized

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.

Incentivized

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.

Incentivized

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.

Incentivized

We have grown from 5 licenses to over 100 in two years, on our way to 200 this year

Incentivized

• Set up in over 5 locations nationwide.
• 300+ users with 75% working remotely.
• Looking at adding addition 100+ users in the near future due to demand.

Incentivized

• 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.

Incentivized