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.
$50
per month 1 agent
Zoom Contact Center
Score8.2 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.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The Contact Centre is fantastic for our festival environment; these systems are rarely accessible to an arts organisation without a significant premium. However, that's not the case with Zoom Contact Centre. It may be tricky initially if you don't have an IT Company to help you with the integration, but they have a great Professional Services Team (PSO) to guide you through the process. Be prepared for the transition to take a few months; I wouldn't recommend it if you need something set up today. Moving phone numbers from other Telcos takes time, and the PSO can provide a custom solution that takes time to develop.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Go deeper into a true separation of parameters, reporting, management, etc. so you could have multiple business units with very different needs, independently work. Some sort of "Multi-Tenant-Like" capabilities like the one seen in Zoom Phone Locations. In situations like these where you need "location/team isolation" is challenging, if not impossible to implement with Zoom Contact Center.
More pre-canned integrations and ready-to-go examples to implement thins like the "InApp-Chat" channel for the Zoom Client Itself. This could be a great addition, especially when you use the ZCC to service your own company.
ZCC is meant to be an independent solution that could interact with Zoom and non-Zoom products, but the capability to allow a tight-integration with Zoom Phone is really missing: Having the capability to make/receive calls between ZP and ZCC using just extension numbers should have been a given from the get-go; it really limits the use cases of Zoom Contact Center with its other star product Zoom Phone. I heard something is coming to address this, for lack of a better word I call "shortcoming", so I am really looking forward to see what is "being cooked" on this regard.
Licensing Tiers: ZCC is really missing an Admin-Only Role from the licensing perspective; you have to "waste" a license to add Administrators, which is particularly bad when you have a fairly large organization with multiple admins.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us!
We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc.
We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software.
