With Telonium we can be in direct contact with our customers
February 27, 2022

With Telonium we can be in direct contact with our customers

America Castañeda | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Telonium

Our customer service department has been very happy since we installed the software in the company because the dynamic with the clients has completely changed for the better. It allows them to know the experience that the client had with our services. What we like most about this software is that it has all the communication channels in one place.
  • The control panel function is very good because we can see the progress and work of the agents, individually and also as a group with the different work teams.
  • We have found the call scripts very useful, especially with new agents who still don't know very well how to conduct the conversation with customers.
  • I think the omnichannel support is great because all the communication channels are in the same program, which makes our work easier.
  • We use the call recording tool, but we can't hear the call very well to be able to clearly understand the conversation, we have already made a report to the technical service.
  • It is a fairly easy-to-use software, but it has functions that clutter the screen and we see that we have not needed them yet.
  • Sometimes it does not have very good synchronization with some channels such as Gmail.
  • All communication channels are on a single platform which allows better fluidity in communication with customers.
  • The call scripting feature helps to have a smooth conversation with customers about recurring issues.
  • The customer survey service is a very useful tool to know their experience with us as a company and how we could improve.
  • We can see how our agents and customer service staff have become more focused on their tasks and have been more effective and successful in resolving customer requests. The system is quite easy to install and use, so we didn't have any inconvenience, so without a doubt, our profit margin increased.

Do you think Telonium delivers good value for the price?

Yes

Are you happy with Telonium's feature set?

Yes

Did Telonium live up to sales and marketing promises?

Yes

Did implementation of Telonium go as expected?

Yes

Would you buy Telonium again?

Yes

Our clients are more satisfied since we have been using this program and our workers and customer service agents are also more than pleased with the use of this software, so I give it my 100% recommendation. I have noticed that in the time of use, there are more advantages than disadvantages of using it.

Telonium Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
User templates
9
Call reports
10
Directory of employee names
9
Answering rules
9
Call recording
9
Call park
9
Call screening
10
Message alerts
10
Video conferencing
10
Audio conferencing
9
Video screen sharing
10
Instant messaging
9
Mobile app for iOS
9
Mobile app for Android
9