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Use to be good but now overpriced with poor support
What do you like best about the product?
I really like the user interface and the user experience. It's a nice unified platform for the end users. I also like the studio flows they're easy to use and easy to train admins on how to use. The integration with salesforce is also pretty easy to set up and use. The account reps use to be great but over the years as we've gotten different ones they've been getting worse and worse.
What do you dislike about the product?
The support team has been fairly slow to address the concerns and issues we've had. Some issues have taken months to get fixed. Also, the lack of communication between their billing teams and the account reps is non-existent. Another complaint is the way they treat you while you're a customer. We spend a lot of money each year with them and we had questions about some project hours that we were being billed for that we were unsure what they were for. So the billing team reached out saying they'd turn off our account over a bill that we'd asked for an explanation about because we didn't know what it was and they wouldn't provide the requsted information. You would think an invoice that is 0.39% of what we had already paid wouldn't be a big deal but it was and were going to shut down our account in 48 hours over it. Also, they lock in your contract 60 days before renewal so if you want to negotiate then you need to do it before that or even cancel which is pretty slimy and sneaky of them. They give you a renewal date but then pretty much renew 2 months prior, none of our other vendors, MSP's or saas companies we work with have that.
What problems is the product solving and how is that benefiting you?
Talkdesk is helping us with our phone system. We've explored a few of their other offerings but the price just doesn't make sense, they try and nickle and dime you for the additional features so we use them for an IVR, in bound and out bound calls, call recordings, and voicemail.
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Solid VoIP Offering
What do you like best about the product?
The call quality and uptime has been rather good compared to some other solutions available in this same space, the app itself is also lightweight, not causing any sort of performance issues on our devices.
What do you dislike about the product?
The Talkdesk Studio flow section could use some QOL improvements, as it is currently quite a chore to navigate through your flow, especially when the flow becomes rather large and unruly.
What problems is the product solving and how is that benefiting you?
Talkdesk is allowing our agents who are working remotely from all across Canada and other countries support our customers through our Call Center without ever having to leave their homes.
Talkdesk platform is great - lots of features and easy to use. Implementation is smooth.
What do you like best about the product?
Ease of use and the features it comes with. Going from excel forecasting and scheduling - it was great to have it built into our phone system. Quality Monitoring is another perk - being able to "real time" evaluate calls and send them back to the agents is a game changer.
What do you dislike about the product?
We had some limitations since the Canadian domain is not as sophisticated as the US domain. There were challenges with the implementation team, which seem to have resolved with a change in leadership with Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk is updating their Canadian domain with every release; however, they are deleting/decommissioning some of the items we were using and not being on Google Chrome is a major hindrance with us, but we are confident that our needs are on their roadmap for both our growth!
Onboarding was very easy and application has been easy to use
What do you like best about the product?
Features, ease of set up. Functionality and ease of use.
What do you dislike about the product?
Reporting is thorough but could be more user friendly. I have to run multiple reports to get the information I want daily.
What problems is the product solving and how is that benefiting you?
Contact management in one easy to use screen
For Brazil, there are still some features under construction
What do you like best about the product?
There are native integrations with WFM, QA and CRM platforms.
We have a good support of our CSM
The way of collection is clear
A new identification of postal box in Colombia
Support for two countries for the same company
We have a good support of our CSM
The way of collection is clear
A new identification of postal box in Colombia
Support for two countries for the same company
What do you dislike about the product?
For Brazil, there are some features that haven't been built yet that would help a lot. like:
-CSAT
At the end of a phone call, a voice recording asks the customer what rating from 1 to 5 they would give to that service, and then the customer would press the button on their cell phone to rate the service and this information is also available in the report. that we have in the API with ADDI and be able to extract these results.
- Campaign with recorded message
Being able to record a message and play this message for a specific campaign.
We also have the option to end this call, or program it so that at the end of the message the customer can choose to end the call or remain on the line or press a digit on the cell phone and transfer it to an available agent.
- Identification of the area code within a campaign
Have the technology that identifies which area code we are dialing and use a number with the same area code or a number that we previously set to use to dial this area code (extremely important feature for Brazil)
- Real-time reports on active campaigns
We can have reports of active campaigns without having to pause them (how many% of the list we have already passed, how many responded, how many were direct and etc.)
- Campaign dial order
Have the ability to schedule to call customers more than 1 time in each campaign, but will only call the second time after we call all customers in the campaign for the first time
- Full integration with Kustomer
have an identification number that is the same for Kustomer and talkdesk, so that we can identify the same client in each tool.
-CSAT
At the end of a phone call, a voice recording asks the customer what rating from 1 to 5 they would give to that service, and then the customer would press the button on their cell phone to rate the service and this information is also available in the report. that we have in the API with ADDI and be able to extract these results.
- Campaign with recorded message
Being able to record a message and play this message for a specific campaign.
We also have the option to end this call, or program it so that at the end of the message the customer can choose to end the call or remain on the line or press a digit on the cell phone and transfer it to an available agent.
- Identification of the area code within a campaign
Have the technology that identifies which area code we are dialing and use a number with the same area code or a number that we previously set to use to dial this area code (extremely important feature for Brazil)
- Real-time reports on active campaigns
We can have reports of active campaigns without having to pause them (how many% of the list we have already passed, how many responded, how many were direct and etc.)
- Campaign dial order
Have the ability to schedule to call customers more than 1 time in each campaign, but will only call the second time after we call all customers in the campaign for the first time
- Full integration with Kustomer
have an identification number that is the same for Kustomer and talkdesk, so that we can identify the same client in each tool.
What problems is the product solving and how is that benefiting you?
I sent an email with the features that I feel necessary to gain more efficiency, mainly not in Brazil
I am working together with our CSM, doing weekly follow ups to treat them.
I am working together with our CSM, doing weekly follow ups to treat them.
Versatile Tool
What do you like best about the product?
Easy to modify phone system and great reporting
What do you dislike about the product?
The system is a bit pricey relative to its competitors.
What problems is the product solving and how is that benefiting you?
Data analytics on calls
Talkdesk can help your team to be more efficient and effective.
What do you like best about the product?
Talkdesk's straightforward UI is of its best quality. It is easier to extract and traverse data, essential for managing incoming calls, maintaining a sufficient service level, and investigating the fundamental causes of call abandonment. The reporting area of Talkdesk includes numerous capabilities that would be good for determining whether or not we can improve our phone support for clients. These contain details regarding agents, transactions, incoming calls, phone numbers, outgoing details, breakdown of services, and activity reports inbound and outbound spirits of agents. Talkdesks incorporation of an auto-answer rfeaturewouldalsobe quite helpful as it would save agents from manually answering calls
What do you dislike about the product?
I wouldn't say I like that a " data retrieval " screen occasionally may appear and prevent the device from receiving calls. Also, I wouldn't say I like that if there are connectivity issues or the site is unavailable. We experience difficulties. Additionally, if you forget and need to check your voicemail, it could be not easy to do so via the web application.
What problems is the product solving and how is that benefiting you?
What problem does the Talkdesk solve? The Talkdesd allows users to monitor their phone usage in real-time, generate reports, and regulate their phone usage.
Talkdesk: Simple to apply, high-quality products
What do you like best about the product?
My favorite features of Talkdesk are its automated functions. They added a lot to the usability of the system. I haven't had to do much since we set it up and launched it - it's practical "set-it-and-forget-it." Recording all incoming and outgoing phone calls automatically has been beneficial, too. Implementing an automated system allowed us to manage more calls with fewer staff, which was great. Even if you can't find what you need among the prebuilt reports, creating a new account is simple enough in this system. Plus, having more people receive notifications automatically if required is easy enough.
What do you dislike about the product?
There are a few things I dislike about Talkdesk. Firstly, their licensing model relies on "named Agent" licenses, which can be costly for businesses with many part-time employees. Secondly, even though they have introduced concurrent licenses, there seems to be some misunderstanding with support and invoicing due to their system's poor architecture. Lastly, unusual issues can take days or even weeks to resolve.
What problems is the product solving and how is that benefiting you?
The problem that the Talkdesk adopted strategy is trying to solve is simplifying and speeding up training for all areas by consolidating multiple telephone bills into a single account.
Now that's what I call unique!
What do you like best about the product?
The best thing about Talkdesk is that it's a cutting-edge contact center solution that doesn't require any specialized gear, software, or skill sets from administrators or agents. It's also a service that requires minimal maintenance beyond the standard OS and security updates. Since Amazon Web Services handle hosting, you can have confidence in the infrastructure. The platform has performed brilliantly during the previous few months of use. We can keep our contact center in its current location and our staff at the office or home relatively easily while providing international callers with a local number. A terrific company that offers superb service!
What do you dislike about the product?
What I don't like about Talkdesk is that my account gets disabled every once in a while without me knowing. The system also locks me out frequently, which is quite annoying. Additionally, it might be slow at times, but other than that, it works as intended. I'm slowly getting used to all its quirks because I often use the program. Another thing I would improve is the personalization options for the display interface- make it more user-friendly. Lastly, it would be great if some chat function was included!
What problems is the product solving and how is that benefiting you?
The problem that the Talkdesk team is trying to solve is how to handle incoming calls efficiently. They have established priorities and can observe the activities and performance of the agents. Users have their settings on the dashboard to make sure they are making the right calls.
Every interaction with Talkdesk is guaranteed to be pleasurable.
What do you like best about the product?
The best thing about Talkdesk is the excellent customer service. I've used other similar apps, but this one is by far the best. It's easy to use and lets me multitask on a call, which is excellent. The sound quality for incoming and outgoing calls is evident. I can customize my outbound ringtone and area code so that customers always feel like they're getting a local call. Plus, anytime I need to contact customer care, they are always quick to help with whatever issue I'm having in a highly efficient manner.
What do you dislike about the product?
What I dislike about Talkdesk is that Excel sheets are the only papers they allow you to use while working out, yet I need help to click and dial from them. To add salt to the injury, the individual was unresponsive when asked about other issues. We did not receive exceptional treatment in general. During many training sessions, the product itself could have operated better.
What problems is the product solving and how is that benefiting you?
It offers a simple Zendesk connection and several investigation options for examining supplemental data at any time within the period. The information is archived, freely accessible, and can be retrieved at any time, regardless of age.
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