I use TalkDesk for inbound and outbound calls, managing the IVR, making executive campaigns, and quality management.
Talkdesk
TalkdeskExternal reviews
2,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Simple to manage workflow and inbound flow and easy learning curve
What is our primary use case?
What is most valuable?
I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless.
We use AI with a custom solution outside of TalkDesk.
It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.
What needs improvement?
The solution lacks some features for outbound campaigns compared to other providers. For example, managing the list in real time and providing scripts for the agents.
For how long have I used the solution?
I have been using it since 2019.
What do I think about the stability of the solution?
We had some issues over the last five years, maybe two or three main problems, but they were solved quickly. Overall, it's a stable solution.
What do I think about the scalability of the solution?
There are over 200 end users using this solution. Our business is growing, so we'll need to keep growing our customer support and sales channels. So, probably in the next year, we'll reach 300 users and expand our usage.
Which solution did I use previously and why did I switch?
We changed our previous solution to TalkDesk in about two months. Avaya. It was a physical solution. We needed to change because there were some changes in the company, and Avaya Central belonged to one of the companies that left our group.
Anyway, it was an old solution. It didn't give us the flexibility we needed to make changes to our IVR. It was all one code, so we needed to ask our IT department to change it. It was very outdated compared to what was already on the market in 2019.
How was the initial setup?
The initial setup was easy. We were able to do it in two months.
What was our ROI?
We had a return on investment with TalkDesk, but it took a little longer than it should have. There were no setup costs, but over time, it paid for itself.
Which other solutions did I evaluate?
We looked at GoContact, a cloud-based solution from Avaya, and another solution that was very well-known in the market.
What other advice do I have?
Be sure that it meets all your needs. It works very smoothly and well for inbound campaigns but not outbound. It has room for improvement there. And be sure of the cost or the business plan because you can find cheaper solutions on the market. It's not a cheap solution.
Overall, I would rate the solution an eight out of ten.
Talkdesk
What do you like best about the product?
Report view as it helps to monitor the performance of the agents and team on real time.
What do you dislike about the product?
The support team sometimes delay the response rest all is amazing
What problems is the product solving and how is that benefiting you?
Reports which gives overview about live calls and helps understanding call flow
Talkdesk - Cons and pros
What do you like best about the product?
Comprehensive Features ,Reliability and the Intuitive Interface
What do you dislike about the product?
there are features that could be good to implement,there are some delays in customer support
What problems is the product solving and how is that benefiting you?
Is way better regarding calling customers
Customer Services & Support Facilitator
What do you like best about the product?
The helpful interface, style, service provided when needed, and immense possibilities.
What do you dislike about the product?
The dashboard visual, and lack of features in it.
What problems is the product solving and how is that benefiting you?
The contacts can be managed by using it, and we also have everything inside the platform and can customize it along with our overall platform used to help customers.
Reliable, Highly Configurable and Powerful
What do you like best about the product?
Talkdesk is very reliable with great uptime. It was also a really great onboarding experience. We never went live until we were very confident in doing so and were glad to have the support all the way through and haven't looked back since. The studio flow builder is a great tool and has been able to meet the vast majority of our needs for call routing based on data dip lookups from our CRM and ticketing (Salesforce.com). That integration is also very strong and we utilize it heavily, especially for reporting to have all our data accessible in one place. We also leverage the live dashborads a lot not just for agents and supervisors but for wallboards too. The Quality Management module is also very good and has helped us increase quality, accountability and visibility for agents to know how they're performing at all times. Overall, big promoter! Would recommend.
What do you dislike about the product?
The reporting module ("Explore") is powerful but not the most intuitive; especially compared to the Live dashboards module. It also lacks the ability to easily share any custom reports/dashboards with team-members without emailing them results vs. letting them use the reports/dashboards you've already built without them needing to recreate the same thing. Could also strengthen the Customer Success role to help users leverage the product better. I'm certain there is a lot of functionality that we could be using that we're not as a result.
What problems is the product solving and how is that benefiting you?
Before Talkdesk, our phone system was on-premise so Talkdesk solved one major problem out-of-the-box: remote work capability. It also reduced how much customization we were building for previous systems as it could meet the majority of our needs with things like live dashboards and a strong Salesforce.com integration. The QM module also solved a big problem for us by giving agents access evaluations, scores and feedback in real-time and to monitor progress against goals all in one place. The granularity in user role permissions also reduced the dependency on our IT team by allowing our supervisors/managers to handle much of the configuration changes on their own and to build their own reports/dashboards.
User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents
What is our primary use case?
We use the solution for calling purposes. We share our contact number on our website and marketing emails. If customers have a query about any product and would like to call the sales representatives or other representatives in the company, they can contact us through the number. Customers are automatically routed to the concerned department when they dial the number.
What is most valuable?
The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation.
The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%.
Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.
What needs improvement?
The product must automate certain features so the agents do not have to do things manually.
For how long have I used the solution?
I have been using the solution for two and a half years.
What do I think about the stability of the solution?
I haven’t faced any stability issues. It has been a very reliable product. There has rarely been an outage in the past two and a half years. If there are planned outages, the team usually notifies us beforehand and informs us about their impact.
What do I think about the scalability of the solution?
I rate the product’s scalability an eight or nine out of ten. We have around 230 users, but it varies by 20% depending on the hiring.
How are customer service and support?
The support team responds within the agreed-upon SLAs. I rate the support team an eight or nine out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
The tool is cloud-based. We have our own account, which is maintained by TalkDesk’s team. The customer account representatives maintain all the billing and reminders. The deployment is user-friendly. The time required for deployment depends on the customers’ requirements. According to the requirements we receive, we can deploy the tool in two to three days.
What's my experience with pricing, setup cost, and licensing?
If we need less number of licenses, the pricing will be high. If we need more licenses, the pricing usually reduces. It costs us $35 to $50 per license for 230 to 250 licenses. The prices go up as the quantity reduces.
What other advice do I have?
Each feature is driven by the customers. The product serves all our use cases. I will recommend the product to others. Any organization that wants to get a tech stack and automate many things for their customers can use TalkDesk to handle the customers. The tool reduces TAT and improves efficiency. Overall, I rate the solution an eight out of ten.
Lots still to come
What do you like best about the product?
The system can literally house almost all customer service requirements if some enhancements can be made.
What do you dislike about the product?
There are delays in service depending on the continent that you are working from.
What problems is the product solving and how is that benefiting you?
They are currently working on enhancing their chat capabilities and metrix measurements - these will help in measuring productivity and the customer experience in general.
From Zero to Hero with Talkdesk
What do you like best about the product?
TD is very inuitive and was well accepted by our agents without hours of training. The implementation was quite easy due to low code / no code, and with the help of TD's customer support, we went through very quickly.
Good integration in the Salesforce Ecosystem as well.
Good integration in the Salesforce Ecosystem as well.
What do you dislike about the product?
The fact, that you cannot create your own report without paying for an extra licence, is not understandable.
What problems is the product solving and how is that benefiting you?
We have now full transparency of all the routings and where problems might occur. The routing itself is now way more tailored to our customers' needs.
Powerful and easy to use tool
What do you like best about the product?
Talkdesk is a powerful tool that we use daily to organize our call centre and support seven different languages. With Talkdesk, you can build flows for different scenarios and upload IVR messages without needing to know how to code. This makes it easy to create different scenarios and activate them when needed, such as during peak times.
We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.
If anything is unclear or if we need any assistance, Talkdesk support is always available and ready to help. We are always pleasantly surprised by how quickly their customer support team responds.
We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.
If anything is unclear or if we need any assistance, Talkdesk support is always available and ready to help. We are always pleasantly surprised by how quickly their customer support team responds.
What do you dislike about the product?
Sometimes, it can be difficult to understand the origin of specific statistical metrics without the ability to customize metrics.
What problems is the product solving and how is that benefiting you?
It allows us to have different flows for the custom needs of each language we support. We have prepared a flow for the main issues, and we can react quickly when the situation occurs. Recorded IVR messages help to deflect a large part of the incoming flow during the peaks.
You will be happy with Talkdesk!
What do you like best about the product?
I love the customer support provided by Talkdesk. You will actually get connected with a live person who will look into your issue or question and provide support right away.
What do you dislike about the product?
One downside about Talkdesk is the AI Model for call transcription - it seems to provide the wrong Language & poor results.
What problems is the product solving and how is that benefiting you?
We enjoy the trascribing of phone calls when it works, it helps. The reporting is nice too.
showing 101 - 110