Talkdesk

What do you like best about the product?

I like that Talkdesk is innovative and isn’t afraid to keep moving the needle forward. We’ve seen tremendous efficiencies using Talkdesk. The UI is easy to use, and it offers several integrations.

Overall, performance is pretty good, but there have been a few months where they haven’t met SLAs. We’re on an older SKU of Talkdesk, but since then they’ve enhanced their AI and have continued rolling out improvements.

That pace has a bit of a downside, though: they roll things out so quickly that it can be hard to keep up with the changes. Still, I’m excited about the possibilities of what’s currently available and what’s coming next. When we do upgrade our SKU/contract and gain access to more of the newer features, I think there’s a lot of potential.

The only caveat is that with the new features, we have to weigh the cost, since I know it has increased significantly.

What do you dislike about the product?

Currently, Talkdesk reporting is quite cumbersome and has limitations. For example, you can’t join different data sets together within Talkdesk. Because of this, we export all of our data out of Talkdesk into a third-party reporting tool. I have heard that Talkdesk is working to improve the reporting experience in the near future, but today it remains a constraint for us.

In addition, Talkdesk’s reporting and metric definitions are often more complex and less intuitive than they need to be. We have repeatedly uncovered nuances in how calls are classified or how metrics are calculated that materially affect our reporting. As a result, we’ve had to do significant internal validation, and it’s difficult to feel fully confident in the data without independently reconciling it.

They’ve also invested a lot of time in developing AI, but it has mainly been customer-facing. I think there’s an opportunity to build AI capabilities for backend Talkdesk users as well, and to incorporate that into the data and reporting experience.

Talkdesk continues to release capabilities we’re interested in, but the SKU structure can make adoption unnecessarily difficult. What seems like an incremental capability can trigger broader SKU and contract changes, creating cost and procurement barriers that make it harder to take advantage of Talkdesk’s innovation.

The pace of product changes and the way those changes are communicated, is also challenging. Weekly release notes are hard to keep up with, yet they often don’t provide enough context to understand the operational impact. We would value earlier notice, clearer impact assessments, and more actionable guidance about changes that affect our specific products and integrations.

Documentation exists, but it frequently lacks the clarity and practical detail needed to understand how a feature actually works in our environment. Even after reviewing the documentation, we often still have to involve our TAM* or test functionality ourselves. The TAM is an additional add-on cost that we pay for, but without it, we previously struggled with tier 1 support understanding our questions or answering them in a timely manner.

What problems is the product solving and how is that benefiting you?

Talkdesk Copilot has helped us improve our average talk time and reduce our average after-call work, which has also indirectly improved our average wait times. We’ve been able to quantify this as significant cost savings, along with labor hours gained back that have helped us avoid needing to expand our workforce.

What do you like best about the product?

ability to edit phone number of who called so when they call back you know who is calling

What do you dislike about the product?

nothing really, it generally works as expected

What problems is the product solving and how is that benefiting you?

saves me time when answering a call when the phone number shows contact info if other staff as updated property (not talk desk fault if they did not)

What do you like best about the product?

I like being able to aux into the correct status and use the dial pad. I also found the initial setup very easy.

What do you dislike about the product?

I don't have anything that doesn't work well, but I would like Talkdesk to show if there are agents on the same call as me.

What problems is the product solving and how is that benefiting you?

I use Talkdesk to identify whether calls were missed or dropped and whether I'm on ACW.

What do you like best about the product?

Talkdesk is constantly improving its product. We’re seeing valuable new features released week after week, and they’ve helped us keep our customer experience top-notch.

What do you dislike about the product?

Talkdesk’s different pricing models can make budgeting and billing more challenging, since it isn’t always straightforward to predict costs from one period to the next.

What problems is the product solving and how is that benefiting you?

Talkdesk helps our support services stay nimble, so we can react quickly to changes without needing extreme technical skills.

What do you like best about the product?

I like how Talkdesk scales easily to manage a high volume of customer interactions while maintaining consistent service quality. This is really important for handling our needs effectively. I also appreciate that the initial setup was instant, which made integrating it into our systems very smooth without any delays.

What do you dislike about the product?

I think Talkdesk could improve by reducing deployment time through offering industry-specific AI templates.

What problems is the product solving and how is that benefiting you?

Talkdesk reduces operational costs, enhances service quality by automating high-volume tasks, and scales to manage customer interactions while learning from past interactions to improve response accuracy.