Great software if you're going to implement org-wide!
Use Cases and Deployment Scope
Nectar Desk is currently being used by one of our major clients for their intake department. Since launching Nectar Desk nearly 10 months ago, we finally have access to analytics that we have never had before, including which agents are performing most efficiently, what percentage of calls we actually answer internally vs what gets passed to our overflow center, and what the performance of those phone calls turn out to be. Nectar Desk has been a game-changer when it comes to analyzing our intake's team (in)efficiencies. The only consistent problem we have had with Nectar Desk is that because it is used by only one department, it becomes extremely difficult to track/transfer across the entire organization as seamlessly and flawlessly as we would like.
Pros
- 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.
Cons
- 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.
Likelihood to Recommend
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.
