What do you like best about the product?

Easy to use, centralized call system and very user friendly. Easy to train new employees.

What do you dislike about the product?

The talkdesk widget mode puts me on away while i am in the middle of a call, and as such affecting my end of week metric score.

What problems is the product solving and how is that benefiting you?

Customer support related issues, great to multitask while using Talkdesk.

What do you like best about the product?

I like that it looks clean and put together. It gets the job done! Excellent tool for helping my company provide top-of-the-line guest service! I think Talkdesk's support puts the company above and beyond competitors.

What do you dislike about the product?

It is generally user-friendly, but I think it could be even more so! I would like to see more features included with Talkdesk. It would also be nice if the integration with our data base could be even more seamless than it is. It can sometimes be buggy and have issues.

What problems is the product solving and how is that benefiting you?

We used to use different cell phone numbers and iPhones to receive calls for all of our locations, but with this, we can have everything in one place. It has been absolutely wonderful in that sense. It has helped the company I work for with our huge customer base.

Recommendations to others considering the product:

Know that any system you'll use will have it's issues, but Talkdesk has great support and almost immediately resolves issues.

What do you like best about the product?

We've used Talkdesk at the two organizations I've run for two reasons: 1) their onboarding guidance and continuing support are stellar and 2) the VOIP platform is reliable, easy to integrate into our other tools, and quick to learn. Talkdesk is perfect for a small business that needs to scale their support infrastructure without breaking the bank.

What do you dislike about the product?

I wish there was a stronger integration between Talkdesk and Zendesk where I could take live notes during a call that would pass over to Zendesk once the call is complete and logged. More robust reporting would be ideal as well, but it's not a game breaker.

What problems is the product solving and how is that benefiting you?

Talkdesk allows our small company to affordably offer phone support to our customers. As we grow, Talkdesk enables us to scale our support offerings.

Recommendations to others considering the product:

You should do your research and find what works best for your organization. If you're a small or medium business, Talkdesk is a good fit due to its feature set and cost.

What do you like best about the product?

I like how the software works and is easy to navigate through.

What do you dislike about the product?

When you place someone on hold you also hear the hold music.

What problems is the product solving and how is that benefiting you?

Very easy to navigate. Able to help customers of ours with their issues.

What do you like best about the product?

API based system allows for easy integration with other programs. Additionally, their product road map and new call routing is very promising!

What do you dislike about the product?

Currently, call routing and analytics are not as robust as one would hope.

What problems is the product solving and how is that benefiting you?

TalkDesk is a great solution for newer contact centers that may not have the resources to dedicate to a traditional enterprise phone system. It is easy and intuitive from an Admin perspective.

What do you like best about the product?

I like that you are able to customize greetings, business hours and holiday hours as well as transfer calls between departments. The reporting feature is also top-notch!

What do you dislike about the product?

I wish we were able to delete our outdated Greetings, Currently, you are required to reach out to Talkdesk's support team to have these removed.

What problems is the product solving and how is that benefiting you?

Talkdesk allows us to receive inbound calls from customers and prospects. If Support gets a Sales call, we are able to easily transfer, and vice versa.

What do you like best about the product?

Talkdesk has been an amazing solution for our Call Center Operations at Insightly. It offers a clean interface, strong integration and solid support when we need help. Our deployment was painless and we got off the ground under budget and ahead of schedule. Our renewal was painless and straightforward.

What do you dislike about the product?

Wish they had a mobile app but I know this is in the making.

What problems is the product solving and how is that benefiting you?

We didn't have phone support prior to Talkdesk, our customers now have access to call our tech team directly.

What do you like best about the product?

I like the ability to make international calls with ease, and record those calls for review later. I can improve my sales revenue simply by refining my technique.

What do you dislike about the product?

Sometimes, Talkdesk has issues connecting calls, and calls will go through without audio on one end or the other. The dashboard will not tell you if audio is failing on either end, so you may sit there saying "Hello!?" without a clue.

What problems is the product solving and how is that benefiting you?

Making and recording calls with velocity, and serving our customers with assistance teams that can be reviewed and rated easily with valuable metrics.

Recommendations to others considering the product:

This is actually a good product that adapts well overall to help with call velocity and monitoring.

What do you like best about the product?

The ability to have in control the quality of calls, through the recording feature and the fact that I can pull out customized reports for my team. Makes it easier for me to manage and improve my team.

What do you dislike about the product?

To be honest there there's nothing I can think of that this product does not have it. So basically nothing, I'v been using other similar product cheaper versions but none of them has suited the needs of my work as Talkdesk does.

What problems is the product solving and how is that benefiting you?

We use Talkdesk to make inbound and outbound calls, with customers and partners. Customer Support mostly, but we use them as the only tool to connect with partners on daily basis.

Recommendations to others considering the product:

The best contact center tool in the market

What do you like best about the product?

Quick and knowledgeable Support team. Pretty intuitive and easy set up.

What do you dislike about the product?

Buggy as hell. Calls drop, agent can't hear customer, customer can't hear agent, agents receive calls while in not ready state, agents receive multiple calls simultaneously, phone stops ringing so agent doesn't know they're receiving a call, stop recording stops working randomly, random agents will just stop receiving calls despite there being no change to their settings... and that's just a few!
No way to export or import agents to make changes en masse yourself - you have to send a request.
Out of the box reporting is terrible. No drilling down on historical call data within TD - you can only filter by ring group and there is no ability to sort requiring you to export ALL the call data in order to drill down or filter (sometimes I have to do this multiple times a day to get basic info like when was the last time agent X received a call). Even if you use filters before exporting, none of the filtering carries through on the export you create.
Simple call center functionality is missing - if an agent tries to transfer to another department but everyone in that department is busy, they receive an error message. It should do what every other tool does and place you in queue until the next agent is available. As a workaround, agents have to call the actual phone number of the department and sit in queue, but that messes with the reporting. When making outbound calls agents are unable to select which ring group's ph# they want to appear on their caller ID. No overflow - let's say your IVR has 2 options and the customer presses option 1. If no one is available, the call will sit until one of them becomes available. There needs to be a way to have those calls go to the next available agent instead of waiting for someone with that exact skill.
Skilling - The more ring groups (skills) an agent has the fewer calls they receive. When you're managing several languages (which may have different goals) and skills (which may have different goals) across multiple call centers globally (which may have different goals) and you can't export your agents at will to view and adjust holistically, figuring out how everyone should be skilled to meet your goals is quite challenging.
The provider is aware of our issues and are working on fixes, but it feels like a big step backwards for us and I have little confidence that the aforementioned issues will be completely resolved any time soon. CCaaS providers typical response to the reporting issues is "it'll do exactly that, you just need to integrate with X tool." But they don't say that X tool also sucks out of the box and that you'll have to pay them or some other developer or consultant to get you what you want. CCaaS providers need to do more feature benchmarking - they should see what the companies that have been doing this for decades offer out of the box and do a better job of providing similar.
I'm only scratching the surface of our issues with this product. I spend an inordinate amount of time chasing issues, troubleshooting (if I get told to clear cache and cookies one more flipping time), and following up. If it were up to me, I would pay more (maybe even significantly more) for a provider that has been around longer and offers a more robust solution. If you need something very simple that can be set up fast, this might work. As soon as you start adding complexity, it falls apart.

What problems is the product solving and how is that benefiting you?

Was supposed to be less buggy than previous provider. Probably same amount of issues, if not more. No benefits yet, only issues.

Recommendations to others considering the product:

Try to find someone with a similar setup to your own who uses TD and see how it works for them. Do a long hard analysis on the costs of going with a more established provider vs the costs of going with less established and more development intense provider. Request a working demo and do more of a side by side comparison to your current provider. If you've never worked with or selected a telephony solution, hire an independent consultant with lots of experience so they can tell you what you need.