Nectar Desk is call center software for a variety of industries. It includes a suite of call center software features such as call recording, IVRs and call transfers. Additionally, it integrates with CRM platforms in order to ensure that agents can work efficiently between Nectar Desk and their CRM. It also has advanced agent analytics which allow users to analyze their agents’ performance and make staffing adjustments as necessary.
N/A
Zoom Contact Center
Score 8.2 out of 10
N/A
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
$69
per month per user
Pricing
Nectar Desk
Zoom Contact Center
Editions & Modules
No answers on this topic
Essentials
$69
per month per user
Premium
$99
per month per user
Elite
$149
per month per user
Offerings
Pricing Offerings
Nectar Desk
Zoom Contact Center
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Nectar Desk
Zoom Contact Center
Features
Nectar Desk
Zoom Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Nectar Desk
9.2
Ratings
10% above category average
Zoom Contact Center
7.5
Ratings
10% below category average
Agent dashboard
9.00 Ratings
7.70 Ratings
Validate callers
10.00 Ratings
7.10 Ratings
Outbound response
9.00 Ratings
7.80 Ratings
Call forwarding
10.00 Ratings
7.00 Ratings
Click-to-call (CTC)
10.00 Ratings
7.90 Ratings
Warm transfer
10.00 Ratings
8.40 Ratings
Predictive dialing
9.00 Ratings
7.40 Ratings
Interactive voice response
10.00 Ratings
8.30 Ratings
REST APIs
9.00 Ratings
6.90 Ratings
Call scripts
9.00 Ratings
7.20 Ratings
Call tracking
9.00 Ratings
7.30 Ratings
Multichannel integration
8.00 Ratings
8.20 Ratings
CRM software integration
8.00 Ratings
6.80 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
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.
Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
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.
Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful.
Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing.
Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls.
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.
First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them.
Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable
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.
