Great software if you're going to implement org-wide!
January 15, 2021

Great software if you're going to implement org-wide!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Nectar Desk

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.
  • 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.
  • 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.
  • 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.

Do you think Nectar Desk delivers good value for the price?

Yes

Are you happy with Nectar Desk's feature set?

Yes

Did Nectar Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Nectar Desk go as expected?

Yes

Would you buy Nectar Desk again?

Yes

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.

Nectar Desk Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
9