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Great app & connectivity
What do you like best about the product?
I like the design of the app & also the ring tone.
What do you dislike about the product?
Design of the app & the ringing tone.
Connectivity.
Connectivity.
What problems is the product solving and how is that benefiting you?
It helps to connect & stay in touch with our friends & family across the world.
Also the quality is very good.
Also the quality is very good.
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Horrific Onboarding / Pricing after the fact
What do you like best about the product?
Very Stable telephony platform, with good insights/data tracking.
What do you dislike about the product?
March '22 $7.93 (go live month)
April '22 $877.46
May '22 $15,931.58
June '22 $2,448.61
July '22 $1,067.95
August ‘22 $24,322.92
Sept. ‘22 $783.08 (issue seems to be resolved)
When we were in the sales process, our estimated usage was around $800/month. As you can see, we had two bills way beyond our estimated normal range. When we dug into what caused these huge bills, we found that calls from just 5 different origin numbers make up 92% of the $15,931.58 bill for May usage. Calls from (626) 821-8353 alone account for 64% of that bill, or over $10,000. There are 1,340 calls for that one number all taking place between 5/15, 7 pm to 5/16, 2 am - a span of just 7 hours. However, those 1,340 calls within that 7-hour time span account for over 4,000 hours of cumulative duration. Keep in mind, this call was not answered. There was no talk time here, just a call coming in, spinning, and running up the bill due to a glitch. These bills seem to align with an internal error mentioned by a technical support person helping to work through our support ticket, where calls would get stuck and spin internally for 4 hours at a time.
In the end, TalkDesk stated we were responsible for these minutes. They took zero responsibility for the error and just pretended it was legitimate usage we were to pay. They pup no safeguards to ensure the damage would be limited in the event an error like this were to occur, nor did they offer to waive part of these obscene fees. To me, this is fraud and, at best horrific customer advocacy.
Read your contract carefully and ask them what would happen if a call were to linger in your system for an extended period. Ask them if you would be on the hook for it or not. Chances are your salesperson will say of course not, but they have no clue how unethical and fraudulent the revenue side of the business is.
April '22 $877.46
May '22 $15,931.58
June '22 $2,448.61
July '22 $1,067.95
August ‘22 $24,322.92
Sept. ‘22 $783.08 (issue seems to be resolved)
When we were in the sales process, our estimated usage was around $800/month. As you can see, we had two bills way beyond our estimated normal range. When we dug into what caused these huge bills, we found that calls from just 5 different origin numbers make up 92% of the $15,931.58 bill for May usage. Calls from (626) 821-8353 alone account for 64% of that bill, or over $10,000. There are 1,340 calls for that one number all taking place between 5/15, 7 pm to 5/16, 2 am - a span of just 7 hours. However, those 1,340 calls within that 7-hour time span account for over 4,000 hours of cumulative duration. Keep in mind, this call was not answered. There was no talk time here, just a call coming in, spinning, and running up the bill due to a glitch. These bills seem to align with an internal error mentioned by a technical support person helping to work through our support ticket, where calls would get stuck and spin internally for 4 hours at a time.
In the end, TalkDesk stated we were responsible for these minutes. They took zero responsibility for the error and just pretended it was legitimate usage we were to pay. They pup no safeguards to ensure the damage would be limited in the event an error like this were to occur, nor did they offer to waive part of these obscene fees. To me, this is fraud and, at best horrific customer advocacy.
Read your contract carefully and ask them what would happen if a call were to linger in your system for an extended period. Ask them if you would be on the hook for it or not. Chances are your salesperson will say of course not, but they have no clue how unethical and fraudulent the revenue side of the business is.
What problems is the product solving and how is that benefiting you?
They are solving our ability to handle a large volume of calls from unique customers to unique business units.
Talkdesk: An amazing journey
What do you like best about the product?
After a year of using TalkDesk, I have recognized its value beyond comparison. Its intuitive user interfaces, with instant access to recordings and the ability to change my status while away, make this product highly desirable for anyone who wants their business operations to be streamlined. The fact that you can conduct searches through specific phone numbers or emails further adds immense ease when tracking interactions throughout the organization, which is immensely beneficial in all aspects of operation!
What do you dislike about the product?
Talkdesk can be lacking in terms of providing complete information on incoming calls. As a result, I have experienced an issue where specific calls need to be correctly transferred, and my availability needs to reflect the actual situation accurately. This is concerning as it makes it difficult for me to provide valid evidence about what has happened during these interactions.
What problems is the product solving and how is that benefiting you?
The problem TalkDesk solved for us was the time and operational inefficiency of switching between different providers. We were able to streamline our operations, resulting in faster reaction times and better customer service when dealing with diners and restaurants as part of a larger group.
Discover the benefits of Talkdesk
What do you like best about the product?
I love the comprehensive features that Talkdesk offers, from its portability and usability to personalization settings which allow me to mark myself absent or on break. Viewing information such as name, business organization, phone number, and email address before picking up a call is extremely helpful when dealing with challenging requests! It also provides a valuable diary of phone calls and audio recordings, so I can listen back if I miss any crucial details about an incoming call.
What do you dislike about the product?
I have not encountered any issues with Talkdesk that made me dislike it. However, one potential area for improvement could be preventing automated communications from being automatically disconnected when they arrive since customer assistance can then experience an unnecessary slowdown in service. This is a relatively straightforward fix that would benefit users if addressed appropriately.
What problems is the product solving and how is that benefiting you?
The Talkdesk Pick-Up Rate report can improve productivity by helping agents increase their percentage of successfully answered calls. On average, the rate was enhanced by about 50%.
Best Dialer
What do you like best about the product?
1- Easy to use
2- User friendly
3- Easy to pull data
4- One place solution for outbound and inbound calls
5- Number assignment is good
6 - User creation is hassle-free
2- User friendly
3- Easy to pull data
4- One place solution for outbound and inbound calls
5- Number assignment is good
6 - User creation is hassle-free
What do you dislike about the product?
There is no such major disadvantage.
The only issue is the server takes time to load.
Other than this I do not see any disadvantage.
The only issue is the server takes time to load.
Other than this I do not see any disadvantage.
What problems is the product solving and how is that benefiting you?
1 - One place solution for outbound and inbound calls
2 - The application and Website are both very user friendly
3 - The voicemail feature is fantastic as it creates a high possibility of connecting with the customer.
4- Fetching reports is straightforward. We can export live calling data like inbound and outbound calls, missed calls, total call time, etc.
2 - The application and Website are both very user friendly
3 - The voicemail feature is fantastic as it creates a high possibility of connecting with the customer.
4- Fetching reports is straightforward. We can export live calling data like inbound and outbound calls, missed calls, total call time, etc.
Outstanding Calling Software
What do you like best about the product?
The new guardian app is wonderfully built, keeping admins in perspective and providing all the features in one place.
I am also using the talk desk as an admin and a supervisor.
Some of the features I like the best are:
1. Number assignment is hassle-free.
2. Building and managing teams is very easy and effective.
3. Reporting and dashboards make team management unchallenging.
4. Creating user-profiles and maintaining such as activation and deactivation is extremely easy and great.
I am also using the talk desk as an admin and a supervisor.
Some of the features I like the best are:
1. Number assignment is hassle-free.
2. Building and managing teams is very easy and effective.
3. Reporting and dashboards make team management unchallenging.
4. Creating user-profiles and maintaining such as activation and deactivation is extremely easy and great.
What do you dislike about the product?
I have never noticed any disadvantages for a talk desk, but sometimes its website takes longer to load. if the webpage would load a litttle faster then it would be great.
What problems is the product solving and how is that benefiting you?
1. Studio flow made life easier for the call center part, where the application handles all the primary tasks.
2. User profile creation and deactivation saves a lot of time, as instead of deleting a profile, we can deactivate once and re-activate at another time when needed.
3. Report and dashboard make management so easy that they collect the whole team's data on one page as per our requirement.
4. The calling app is straightforward, and the voice mail feature is fantastic.
5. Building teams and hierarchy management is easy; data extraction, such as fetching calling reports, live reaching status, dialed calls, missed calls etc., is easy.
2. User profile creation and deactivation saves a lot of time, as instead of deleting a profile, we can deactivate once and re-activate at another time when needed.
3. Report and dashboard make management so easy that they collect the whole team's data on one page as per our requirement.
4. The calling app is straightforward, and the voice mail feature is fantastic.
5. Building teams and hierarchy management is easy; data extraction, such as fetching calling reports, live reaching status, dialed calls, missed calls etc., is easy.
Easy way to Dial International
What do you like best about the product?
The easy-calling feature and the user-friendly UI. The call id easily gets linked to our zendesk ticket.
What do you dislike about the product?
Multiple logins. Rest everything is fine.
What problems is the product solving and how is that benefiting you?
Our business needs to connect with customers across the globe. Talkdesk has helped us to overcome this need of our business.
Effective call center
What do you like best about the product?
We appreciate Talkdesk's overall reliability and the app's accessibility from anywhere (unlike our traditional phone system). As an admin, I like the ability to create and test new versions of our call flow and functions in Studio rather than altering the current config. It's also easy to pull up call recordings if needed. Our agents really appreciate the helpful AI-generated call summaries.
What do you dislike about the product?
We could use more search options in the reporting interface.
We hoped to use Talkdesk as a single app for our agents to handle calls, email, and SMS/web chat. However, the email capabilities are far inferior to a robust client such as Outlook. Since our organization is based on ongoing customer relationships and not one-time contacts, it didn't work for our agents not to have access to sent emails and not to be able to track whole, ongoing email conversations.
We've also been somewhat disappointed by the slow response to our non-critical support cases and the very long time to resolution.
We hoped to use Talkdesk as a single app for our agents to handle calls, email, and SMS/web chat. However, the email capabilities are far inferior to a robust client such as Outlook. Since our organization is based on ongoing customer relationships and not one-time contacts, it didn't work for our agents not to have access to sent emails and not to be able to track whole, ongoing email conversations.
We've also been somewhat disappointed by the slow response to our non-critical support cases and the very long time to resolution.
What problems is the product solving and how is that benefiting you?
Talkdesk provides an effective call-center style of receiving and handling calls, allowing us to service any caller by any agent in the relevant group rather than waiting for one individual to respond.
Deceptive sales tactics and no accountability
What do you like best about the product?
TalkDesk has an intuitive user interface with a decent API for custom integrations. They also have very robust reporting and agent-monitoring capabilities compared to some of the other vendors I spoke to.
What do you dislike about the product?
Very limited agent experience since there is no way to "embed" any call script or CRM into the agents' view.
Their sales team is also atrocious, saying yes to capabilities that the platform cannot do and leveraging high-pressure tactics (such as leaving multiple voicemails in a day)
Their sales team is also atrocious, saying yes to capabilities that the platform cannot do and leveraging high-pressure tactics (such as leaving multiple voicemails in a day)
What problems is the product solving and how is that benefiting you?
None at the moment. We opted to go with a different vendor since many of the features discussed during the sales process were things that did not exist, or they had no plans to support them. So we project was cancelled and we moved on with a different vendor.
Simple, yet extraordinarily effective.
What do you like best about the product?
What I like best about Talkdesk is its uncomplicated user interface, whether I'm using the web version or a local installation—learning how to utilize the TalkDesk platform requires minimal effort. This stage was user-friendly, and the revealing was excellent—this is coming from someone who has never used consider focus before. One of my favorite features is the ability to explore freely. Others' comprehension improves rapidly and visibly as a result of instruction and preparation thanks to Salesforce's excellent service and help.
What do you dislike about the product?
What I want to see improved with Talkdesk are the report capabilities and customization options. There are detailed reports that I frequently use that are unavailable, which requires me to compile them from existing accounts manually. It would be helpful to tailor a report's stats to my specific needs.
What problems is the product solving and how is that benefiting you?
Our clients rely on Talkdesk to solve their customer service needs. The software is adaptable and easy to use, resulting in fewer customer inconsistencies. Additionally, Talkdesk provides features such as placing a call on hold or transferring it to another number - making it a potent tool for businesses.
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