We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.
Talkdesk
TalkdeskExternal reviews
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Simple and Easy to integrate with Zendesk
What do you like best about the product?
I like Talkdesk's intuitive interface, robust analytics, and seamless integration with Zendesk
What do you dislike about the product?
Limited customization options within the application.
What problems is the product solving and how is that benefiting you?
Phone support for our customers
Tons of data, infinitely customizable
What do you like best about the product?
Talkdesk makes it really easy to see the metrics that matter to me, such as live availability, missed calls, agent performance, and historical performance. There are times when our department may need to make changes to our operating schedule, and it's easy to make changes to the numbers you have stored. Talkdesk integrates easily with other CX support platforms so that it doesn't interrupt our agents' daily workflow
What do you dislike about the product?
The only thing I'd like to see Talkdesk add would be a prioritization level for agents/skills. Sometimes we would want a new hire to only get calls in a certain frequency, and it would be nice to have different departments skilled for overflow if a main call queue gets high.
What problems is the product solving and how is that benefiting you?
We have to provide easy phone support for our customers, and Talkdesk helps make it easy for our agents to support calls. With so many dashboards and pre-built reports, it gives our leadership team the ability to ensure quality in every interaction by easily locating calls and gaining insight on agent performance. We can coach to metrics that need improvement and check where our blindspots are.
Great app for everday use
What do you like best about the product?
The web api and the abiliy to use the app on the web
What do you dislike about the product?
bad scaling with the desktop app sometimes
What problems is the product solving and how is that benefiting you?
Ease of use
Powerful platform, strained support team
What do you like best about the product?
Depth of capabilities, e.g. call logic, routing, out of the box integrations, powerful reporting
What do you dislike about the product?
Support offering can be confusing, solid technical expertise really required if you want to continue to grow
What problems is the product solving and how is that benefiting you?
Manages all inbound and outbound calls as our primary platform. We can keep track of all activities
Talkdesk integration and exceptional Support
What do you like best about the product?
You get exceptional out-of-the-box and extra support from the CSM and the account team. As with all products, Talkdesk does have issues, but the support we get makes sure that we recover quickly and get back to normal running.
What do you dislike about the product?
The live alerts could do with being more accurate.
What problems is the product solving and how is that benefiting you?
Global reach and a single VOIP strategy
Would recommend, Great product and team!
What do you like best about the product?
The Talkdesk team have a great collaboration and are always available to help us where and when needed, including discussons on future improvements and efficiencies. The talkdesk portal online is very easy to use, its easy to create customised dashboards with widgets and to be able to track your stats, calls and create reports.
What do you dislike about the product?
I am looking forward to seeing more future features which will help us to improve our service.
What problems is the product solving and how is that benefiting you?
They are able to help us with complicated IVR flows and making this journey for customers easier.
Efficient tool for modernizing communication systems with good technical support services
What is our primary use case?
How has it helped my organization?
The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has improved, and the customer journey lifecycle has seen positive impacts.
What is most valuable?
The product's most valuable features are the campaigns and call routing. The ability to define call attributes and route calls accordingly, along with the integration with Salesforce, ensures that customers can talk to the same agent familiar with their account, greatly enhancing customer service.
What needs improvement?
One area of improvement is the customization options for cloud storage.
For how long have I used the solution?
I have been using TalkDesk for almost two years.
What do I think about the stability of the solution?
The product is stable. However, we faced issues with a carrier partnered with TalkDesk, which affected our trunk line. This was resolved in a few hours and was not due to the platform directly.
What do I think about the scalability of the solution?
The product is scalable.
How are customer service and support?
The technical support services are excellent.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was straightforward.
Which other solutions did I evaluate?
We evaluated other options, including vendors like Twilio and Cisco, before selecting TalkDesk.
What other advice do I have?
TalkDesk is a robust and efficient tool for modernizing communication systems. It has a slight learning curve for administrators but offers significant benefits regarding flexibility and integration capabilities.
I rate it an eight.
Has efficient call routing feature and is useful to make and receive calls
What is our primary use case?
I am a call center agent, and we use the solution to make and receive calls.
What is most valuable?
The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly.
What needs improvement?
Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure.
For how long have I used the solution?
I have been using the solution for one year and two months.
What do I think about the stability of the solution?
I rate the solution's stability a seven out of ten. Changing the status was sometimes a problem. Sometimes, you'd be on break or away, and the system would switch back to available status without you doing it, even if it were still your break time.
How are customer service and support?
At times, I sort things out.
Which solution did I use previously and why did I switch?
We switched from Zendesk to TalkDesk because of the cost.
How was the initial setup?
TalkDesk's deployment is straightforward.
What other advice do I have?
I would recommend the product to others. It is an efficient and easy-to-use technology. It can handle calls and different portfolios. I rate the product an eight out of ten.
The Live dashboard
What do you like best about the product?
the live dashboard is an amazing tool but sometimes we notice some delays on the processing
What do you dislike about the product?
The report and the way we search for the interaction look like an old system
What problems is the product solving and how is that benefiting you?
managing the call and digital interaction from our customer
Easy-to-use, powerful, and feature-rich solution
What is our primary use case?
We use the solution for our contact center and as our telephony system.
What is most valuable?
The most valuable feature of the solution is its ease of use.
What needs improvement?
The solution's reporting feature is sometimes delayed and could be improved. Sometimes, the reports don't update quickly enough, leading to backlogs.
For how long have I used the solution?
I have been using TalkDesk for three years.
What do I think about the stability of the solution?
I rate the solution’s stability a nine out of ten.
What do I think about the scalability of the solution?
Around 120 users use the solution in our organization.
Which solution did I use previously and why did I switch?
We previously used a different tool and switched to TalkDesk because of its stability.
How was the initial setup?
The solution's initial setup is very easy and fast.
What's my experience with pricing, setup cost, and licensing?
TalkDesk's pricing is with the investment.
Which other solutions did I evaluate?
Before choosing TalkDesk, we evaluated other options like 8x8 and Mitel.
What other advice do I have?
TalkDesk is a SaaS product. I would recommend the solution to other users. It is easy for a beginner to learn to use TalkDesk for the first time. TalkDesk is a very easy-to-use, powerful, and feature-rich solution.
Overall, I rate the solution a nine out of ten.
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