Telax Review - why 4 stars?

Telax Hosted Call Center Review
ITQlick Score: 89/100
ITQlick Rating: (4/5)
Pricing: 2/10 - low cost
Category: Call Center -> Telax
Ranking:Ranked 7 out of 240 Call Center systems
Company: Telax Hosted Call Center
Pricing: starts at $35 per user/month
Typical customers: SMBs
Platforms: Desktop, Mobile, Cloud
Links: Telax pricing, Telax alternatives

Shlomi LaviShlomi Lavi / updated: Apr 16, 2022

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What is Telax?

Telax Hosted Call Center is a cloud-based call center software designed to help agents deliver on everything that defines a great customer experience. The software comes with features such as:
  • Call Queues: Agents can respond to customers promptly; keep wait times to a minimum. They can handle more concurrent inquiries while keeping customers and employees happy.
  • Smart Routing: Agents can customize call flows for better results, using skills-based routing and other features.
  • Cover All Channels: Agents can allow customers to communicate with them on their terms. Intermedia Contact Center provides voice, chat, and email queueing options.
  • Business Intelligence: This feature comes with extensive built-in and configurable reports that aid in the visualization of trends, the identification of friction areas, and the improvement of interactions.
Telax (now Intermedia) is a call center software that started in 2006. The company is headquartered in Toronto, Ontario, Canada. The company has a workforce of up to 200 employees.

What is Telax rating?

The rating of Telax is 4 stars out of 5 and the total score is 89 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses Telax?

Telax Hosted Call Center is best for medium size enterprises that are looking for a way to improve their contact center. The solution is best for educational, automotive, customer service, financial service, health care, hospitality, insurance, medical, business process outsourcing and mortgage industries. Johnson and Johnson, Northrop Grumman and Health Canada are some of the clients of Telax Hosted Call Center.

Is Telax the best Call Center system?

Telax is ranked 7 out of 240 software in their category (Call Center systems).

What are their main features and functionalities?

Telax Hosted Call Center comes with automatic call distribution, interactive voice response, workforce management, CRM integration, distributed teams, quality assurance and reports and analytics. The automatic call distribution feature can help users to get the call to the right person at the right time to create a better experience for users. Moreover, you can forecast your resources requirements and check historical and real time reports to make sure that your team is going according to schedules.

The CRM integration feature can make sure that all the agents get the required information in real time to provide great customer experiences. It can also route callers to the last agent they spoke automatically to improve service levels. Users can bring a distributed team together under one solution using the “distributed teams” features. The reports and analytics features come with business intelligence to help users know about market trends and customer preferences.

What are Telax's pros? (5 Pros)

  • Talax Hosted Call Center is feature-rich
  • Telax Hosted Call Center offers highly scalable interface that can be customized according to your needs
  • The software offers an amazing customer service experience
  • Users can work from anywhere in the world
  • The software comes with workforce management features which is not seen in most of the other customer center tools

What are Telax's cons? (3 cons)

  • The software is lacking a knowledge Base for their clients
  • Telax Hosted Call Center doesn’t offer any mobile contact center solution like other similar tools
  • The call center solution of Telax Hosted Call Center is only available in English as of this time

Who are their main alternatives?

Telax Hosted Call Center competes with other call center systems like Aircall, CloudTalk, Talkdesk, and NICE CXone. We will compare these call center systems in some specific aspects below.
  • Functionality: Telax Hosted Call Center offers features like Inbound Voice Queues, Supervisor functions, Barge & Whisper, Real-Time & Graphical Reports, Call Recording, Scheduled, Historical & Custom Reports, Outbound Notification Campaigns (Voice, Email & SMS), Schedule Manager, QA Evaluator Templates & Scoring, Custom CRM Integrations, Advanced Self-service IVR Applications, etc. Aircall offers features like PowerDialer IVR, Call Routing, Call Center Analytics, CTI Integration, Click to Dial Toll-Free Numbers, Call Conferencing, Warm Transfer, International Numbers, Business Hours, Ring On Speakers, Interactive Voice Response, Forward-to-phone, Shared Contact, Salesforce Integration, Analytics & Reporting (available in Telax), Live Call Monitoring, Call tagging & Dispositioning, Queue Call Back, etc. CloudTalk offers features like Call Queuing (available in Aircall), Call Recording, Internal Call & Extensions, Voicemail, Toll-Free Numbers, International Numbers, Fax to Email, SMS & Text Messages, Personalized Greetings, Conference Calls, Automated Call Distribution, Call Flow Manager, Skills-Based Routing, Preferred Agent, Agent Status, Desktop Notifications, Integrations, Contact History, etc.

    Talkdesk offers features like Automated Workflows, Protect Customer Data, Real-Time Status Updates, AI Platform, Reliability & Availability, Integrations, Security & Compliance, Flexible Deployment, Developer Experience, Omnichannel Engagement, Workforce Engagement, Customer Experience Analytics, Employee Collaboration, Voice Engagement, Studio & Routing, Studio Functions, Real-time Dashboards, Business Intelligence, etc. NICE CXone offers features like Smart Omnichannel Routing, Call Center Management (available in all alternatives), Call Logging, Call Monitoring, Call Recording, Workforce Optimization, Customer Analytics, Automation, and AI, Open Cloud Foundation, Auto-Dialer, Automated Routing, Automatic Call Distribution, Blended Call Center, Budgeting/Forecasting, Call Routing, Call Scheduling, Call Scripting, etc.
  • Customers/Industries: Telax Hosted Call Center targets Healthcare, Legal Services, Financial Services, Automotive, Retail, etc. Telax has customers like Mesa Systems, Credit Canada Debt Solutions, Anderson Clinical Research, AAPC, Longevity, Systek, etc. Aircall targets industries in Financial Services, Healthcare, Retail & E-commerce, Travel & Hospitality, and Software & Technology. Aircall has customers like Avocado, Pipedrive, Expensify, Untuckti, Birdies, Socialbakers, AirTreks, QuickStay, etc. CloudTalk targets E-commerce and Retail, IT, Financial Services and Insurance, Healthcare, and Travel & Hospitality. CloudTalk has customers like Migrante, CoachHub, Glovo, Rosberg, Valutico, Ministry of Health, GoStudent, FrontCore, Finax, Boataround, DiscoverCars, CLIP, Splitty Travel, Polysleep, GetRodeo, Andreas Kloss Marketing, MyFlooring, etc.

    Talkdesk targets Communications, Media & Internet, Financial Services & Insurance, Government & Education, Healthcare & Life Sciences, Retail & Consumer Goods, Transportation & Hospitality, etc. NICE CXone targets enterprises, small businesses, Healthcare, Financial Services, Business Process Outsourcers (BPO), Government and Education, Retail, Telecommunications, and Nonprofits. NICE CXone has customers like FamilySearch, Mitchell, United way, Columbia, Hoveround, etc.
  • Cost: The license cost information for Telax Hosted Call Center and NICE CXone is unavailable. Aircall starts at $30 per user per month, billed annually. CloudTalk starts at $25 per user per month billed annually and $30 per user per month billed monthly. Talkdesk starts at $75 per user per month.
  • Cloud-based/On-premise: Talax Hosted Call Center and its alternatives are cloud-based. NICE CXone has an On-Premise version for Windows and Linux.
  • Scalability: Telax Hosted Call Center and its alternatives can accommodate organizations of all sizes.
  • Support: Telax Hosted Call Center offers support channels like Email/Help Desk, Phone Support, 24/7 (Live Rep), and Chat Talkdesk, Aircall, and CloudTalk offer Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), and chat. NICE CXone offers Knowledge Base, Phone Support, 24/7 (Live Rep), and Chat.

What is the cost of Telax?

The cost of license starts at $35 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can find here the REAL total cost breakdown for Telax.

What should you ask Telax Hosted Call Center during a demo session? (65 questions)

Schedule a demo with Telax and access 65 must ask questions for the vendor while watching Telax in action. Visit the vendor's website here.

Where Telax is used?

Call center agents looking for a call center solution that allows them to give a high-quality experience to the demands of their customers from anywhere can benefit from Talax Hosted Call Center (now Intermedia). The software has customers like Baltimore Captical Management, PrimitiveLogic, Maker, CargoTrans, Arcpoint, Stranded Oil Resource Corporation, Wongdoody, Regency Centers, etc.

List of categories

Automatic Call Distribution (ACD)
Call Monitoring
Call Recording
Conference Calling
Call Center
Call Center Workforce Management
Call Tracking

List of features

CRM with Call Center
Inbound Call Center
IVR (Interactive Voice Response)
Outbound Call Center
Real Time Reporting

Telax Vs. Alternatives

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$35 per user/month
ITQlick rating
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$11.95 per user/month
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$15 per user/month
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ITQlick rating
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Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.