Talkdesk
TalkdeskExternal reviews
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Great for Customer Service - Terrible for Backoffice
What do you like best about the product?
It is a pretty smooth experience for our Customer Service team, but for our back office users, which is the majority of users that we needed to have on the system, it's not great. It is nice to have a cloud based system, though. Our old system was on a dying Linux server and it was just awful. So really, coming from that will make anything modern seem good. So, I guess that's a good thing.
What do you dislike about the product?
As described above, the Backoffice part of Talkdesk is in need of some HUGE changes. I keep being told that eventually our SIP phones will be usable on the system, which will be great for our back office employees. But for now, it's not good. No one has an individual voicemail inbox. Most users forget to log into the Callbar application, because it's something they didn't have to do with the phones before.
Honestly, I feel like the people trying to sell us Talkdesk didn't take into full consideration our company and situation, and they just wanted to make a sale, so it didn't matter that I told them we needed individual agent extensions and voicemail inboxes. They just kept saying "Yeah, it'll do that". Major No Man's Sky vibes from them.
Honestly, I feel like the people trying to sell us Talkdesk didn't take into full consideration our company and situation, and they just wanted to make a sale, so it didn't matter that I told them we needed individual agent extensions and voicemail inboxes. They just kept saying "Yeah, it'll do that". Major No Man's Sky vibes from them.
What problems is the product solving and how is that benefiting you?
We needed a cloud based phone system so that people could make and take calls when not in the office. The issues we have been having though is people not knowing how to use Callbar very well. Plus, Callbar has quite a few issues of its own. It seems to change the default mic settings quite often for users, especially if they have headphones they unplug and plug into their computers regularly, Callbar just gets confused by it. It's also annoying to have settings that affect EVERYONE on the system. It would be nice to have user groups that people can be put into, and then change settings for those groups (like having a customer service group that you can say their default status is Offline, but everyone else their default is Online).
Just make sure you ask for a trial so that you know exactly what you're getting. Don't just listen to the sales people. They'll say anything they have to to make a sale. Try the system out, make sure it's going to do what you need, and they go based on what you ACTUALLY see.
Just make sure you ask for a trial so that you know exactly what you're getting. Don't just listen to the sales people. They'll say anything they have to to make a sale. Try the system out, make sure it's going to do what you need, and they go based on what you ACTUALLY see.
Recommendations to others considering the product:
Be aware, billing for Talkdesk is really weird. I felt like I had to fight with Talkdesk just to auto-charge my card. Normally they want to have you put money into your account, and then they charge the account, and if you go under, you lose service, but if you over-fund, when your contract is up and if you have the extra money in your account, they won't refund you. I had to email them about ten times to finally get them to just charge the card on file the EXACT amount that was needed each month. It was a huge pain. Also, keep in mind that if you're wanting this for back office stuff where people have their own extensions and voicemail inboxes, the extensions are a pain to deal with, and individual voicemail inboxes are nonexistent.
Even if they tell you that eventually, the system will do stuff, take it with a grain of salt. Remember, you're paying for what they offer, not what they promise. And if they promise that EVENTUALLY, the system will have a certain feature, don't buy just because of that. Sure they may eventually implement something that will make the experience better. But if it's not currently a part of the system, don't just buy on a promise. Buy on what is actually a part of the system the day you're signing the contract. Cause even if they promise something, they could make a whole new pricing tier, and you just won't get that feature they said they'd implement because you're not paying them enough.
Even if they tell you that eventually, the system will do stuff, take it with a grain of salt. Remember, you're paying for what they offer, not what they promise. And if they promise that EVENTUALLY, the system will have a certain feature, don't buy just because of that. Sure they may eventually implement something that will make the experience better. But if it's not currently a part of the system, don't just buy on a promise. Buy on what is actually a part of the system the day you're signing the contract. Cause even if they promise something, they could make a whole new pricing tier, and you just won't get that feature they said they'd implement because you're not paying them enough.
Good phone system, Salesforce integration could use work.
What do you like best about the product?
The call quality has been good, and the call recordings are great. The Sales team has seems happy with it. Their CS team has been fantastic to work with.
What do you dislike about the product?
The Salesforce integration is too inflexible. You can use it to create Salesforce tasks, but it's clunky, doesn't let you write to custom fields unless they're picklists. Their 'Talkdesk Activity' custom object is actually good, but it requires having a totally different methodology for reporting.
What problems is the product solving and how is that benefiting you?
We wanted a phone system that would be softphone based and record our team's calls, which Talkdesk has been great for. Also integrated nicely with Gong.
Great company
What do you like best about the product?
Good customer service, easy onboarding, easy to use
What do you dislike about the product?
Better customer surveys, ie right now only a text based customer score available
What problems is the product solving and how is that benefiting you?
Before we had 8x8 and we also had dropped calls and bad technical support. We've seen a marked improvement.
Recommendations to others considering the product:
Good customer servie.
Weak Product - Way too early to buy
What do you like best about the product?
The TD employees are all super nice. Everyone from sales, to implementation, to support.
What do you dislike about the product?
The Product. It's a horrible product. Not ready yet. One day, sure. Only upside is the price.
What problems is the product solving and how is that benefiting you?
Power dialing. No benefits as of yet. Product needs an entire rework
Great Cloud Experience
What do you like best about the product?
I love you; there is no need for a physical phone with Talkdesk. There are not multiple platforms you have to use to be able to make or receive calls.
What do you dislike about the product?
Some features are unnecessarily complicated, and the way the system functions, some basic needs are not able to be met.
What problems is the product solving and how is that benefiting you?
It's been great not to have to utilize a VPN to take calls. There are so many default reports that you can easily get most metrics you might need to pull.
Amazing experience!
What do you like best about the product?
the UI and general simplicity, it was an enjoyable experience
What do you dislike about the product?
the cost is prohibitive and needs to be reduced
What problems is the product solving and how is that benefiting you?
that i can quickly engage with relevant stakeholders, this program also me to optimise my day
Recommendations to others considering the product:
be sure the benefits outweight the costs
Easy to use with SalesForce
What do you like best about the product?
Monitoring calls feature for training purposes.
What do you dislike about the product?
Reporting can be a little bit hard to use. Particularly exporting reports
What problems is the product solving and how is that benefiting you?
Keeping track of calls, statistics on which customers are calling.
Recommendations to others considering the product:
TalkDesk is great tool for monitoring call center calls, training and reporting.
Excellent solution for our support agents
What do you like best about the product?
It's a modern solution for a contact center, it is very easy to use, both for administrators and for agents as well and does not requires special training or devices or software. It's a service that requires almost no maintenance at least not dealing with software updates, os updates etc. It is AWS hosted, so it's reliable from infrastructure point of view. We've been using it for a few months now, no issues so far with the platform. Also I like that is really easy to just buy a phone number almost anywhere in the world and have a local numer for customer calls while maintaining our contact center at our location and have our agents workig from the office or from the comfort and safety of their own homes. All in all, a great service provided by a great company. Also, just to mention that thie support is lighning fast.
What do you dislike about the product?
Mobile apps could be more feature rich; they miss some of the options that the callbar has, like caller mood faces. Plus the android app is not that good as the iOS one is. Mainly because of all the different flavopurs of Andoid out there but I think it needs some improvments. For example, after app update I need to go in the setting and set the Battery optimization settings for the app from the beggining. I don't know if this is regular behaviour, I've had only one update so far, but I found this a bit peculiar.
What problems is the product solving and how is that benefiting you?
We have a small customer support team that handles the calls as well as emails from our customers and TalkDesk is a great addition to our workflow. It integrates really well with SalesForce and makes it very easy to have all the informations in one place and get better insights on the job that is being done by our people and the needs of the customers.
Recommendations to others considering the product:
TalkDesk is a great company, and they have an excellent product for contact centers which, in combination with the support team that they have it's a no brainer.
Complete VoIP Solution
What do you like best about the product?
As an admin, when setting up TD, the process is very user-friendly. You can select which fields need to be synced to which object, along with many other custom automation.
What do you dislike about the product?
The connection of the call bar and SF may sometimes disconnect if you do not sign into the call bar and then TD. The quality of the calls and the reporting capabilities as a manager is lovely.
What problems is the product solving and how is that benefiting you?
I think the Support team is very important, especially in an age that's becoming more digital. We expect better support from our previous client, and so far, the Support team has been accommodating.
Recommendations to others considering the product:
Very clear VoIP and ease of installation, the support is fantastic as well. I would surely recommend TD to many peers.
All the tools for a contemporary call center solution at your fingertips
What do you like best about the product?
The flexibility to alter scripts and priorities on the fly. No need to wait for IT support.
What do you dislike about the product?
I understand the subscription need for certain levels of service, but I'm disappointed that the enhanced reporting isn't included as a standard rather than an option.
What problems is the product solving and how is that benefiting you?
My team manages our own call-flows and priorities. We can see what agents are doing, how effective they are being. Everyone can customize their own dashboard to ensure they are driving the right behaviors and decisions.
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