Ooma Office vs. Talkdesk

[Ooma Office has] good customer service: this is important in our business as we have 24/7 phone service and rely on any tech issues being solved quickly. The price point is very good for small businesses. Being able to block robo / spam calls with one click is a huge plus as it saves us time on the phone and cleans up our incoming calls for the future.

Incentivized

Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

Incentivized

• Saving money: Ooma Office saves a bundle compared to what we were paying for Verizon business phone services.
• The mobile app is the most helpful part of Ooma Office for us. We can be "in the office" anywhere, even if we're telephonically.
• The automated assistant can be invaluable in routing calls and handling frequently asked questions.

Incentivized

• Receives calls immediately and connects well.
• Making outbound calls and having Talkdesk display the name associated with the number.
• Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
• Being able to check on colleagues on whether they are available.
• Able to track your work for the day, the amount of calls you made and received.
• Being able to check your Daily and monthly score from QA.

Incentivized

• Cell phone app could be a little easier to use.
• Ooma Desktop needs some tweaking to make it more user friendly.
• I would like my 800 number to be assigned to my personal mailbox vs. having to have its own extension.

Incentivized

• The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
• The AI feature is not as supported and reliable in Non English language
• The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
• The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage

We have found it very easy to configure, manage, and expand our phone operations with Ooma Office. We needed a reliable phone network as this is the first means of communication for our customers - Ooma has made it a lot easier for us to manage. Their support is also available 24x7 so that's a huge plus.

Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice. It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request

Incentivized

If I had to rate Ooma Office’s overall usability on a scale from 1 to 10, I’d give it a solid 9 out of 10.From my experience, the setup was incredibly straightforward — honestly one of the easiest systems I’ve ever rolled out for a small business. The dashboard is clean, user-friendly, and doesn’t take a tech-savvy person to navigate. Within a short time, our team was up and running without needing IT support.What I really appreciate is how intuitive the call handling features are — forwarding, voicemail, virtual receptionist — it’s all laid out in a way that just makes sense. Plus, the mobile app makes it super convenient to stay connected when I’m not in the office.

Incentivized

It's good for monitoring and quality checking. Overall, I'm happy with Talk Desk. Call quality is great, recordings are high quality, and playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. It has many features and is an omnichannel platform. I like the IVR design the most; it has a lot of functionality to customise interactions between agents and customers.

Incentivized

Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.

I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.

Ooma Office support is always available. I've never been on the phone with them for longer than 5 minutes. They are knowledgable, have great active listening skills, are able to make recommendations on how to make Ooma Office work even better for you, and wait times to speak with an agent are reasonable and typically less than 1 minute.

Incentivized

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.

Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.

Incentivized

Have a plan in place before you start the implementation, open communication with the staff on the changes being made, prepare a reference guide on the system and how to navigate the new setup. Budget and allocate time for helping staff learn the new system. Consolidate and coordinate all the questions internally before reaching out to support.

Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc

Incentivized

We use Ooma Office for everyone in the company including mobile users. It has allowed us to eliminate the spam callers as well give our mobile and remote users the ability to make business calls - from any device, from anywhere, at any time - without having to worry about any long distance charges, or without giving up their personal telephone numbers (at home or cellular).

Incentivized

Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, abandonment, number of calls taken and record occupancy for you and the team. Many more features make Talkdesk an innovative software compared to its competitors.

Incentivized

We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success

Incentivized

• Nearly 60% reduction in telephone costs; results were almost immediate
• 10-15% reduction in time spent on the phone or on calls that may not be revenue impacting.
• I can literally take my office with me anywhere! I can use my Ooma equipment anywhere I have access to HSI!

• Better reporting than we had with the previous system. Better metrics = better analytics.
• WFM and QA being modules within the tool have improved how we manage agent performance, which has let to improvements in overall quality.
• Has been a key component as we continue to mature the service desk organization.

Incentivized