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Excellent product that requires further refinement.
What do you like best about the product?
Excellent support and communication from start to finish, all the various abilities to integrate with different technologies and also the ease of using the system from both a back office and user point of view.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
From an admin P.O.V the whole system is a piece of cake compared to say your traditional SIP trunk or PBX system which if you have ever used are a complete nightmare and generally the opposite of useful (looking at you Mitel & Panasonic in particular!). There are other systems a bit like Talkdesk in the emerging SaaS phone based market but very few have such an array of integration possibilities and with the imminent release of an API I believe things can only get better in this arena.
What do you dislike about the product?
The system is not fully developed to its full potential, yet, and the future development road map could be better highlighted and organised for clients such as us who have a hectic development schedule to be better prepared.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
Callbar which is their Chrome widget that sits aside the browser still needs a lot of work, you can't for instance search for a contact yet and you basically have to copy and paste from the browser rendering Callbar fairly pointless at this point in time.
All in these are really minor criticisms to a system that at its core works as it should.
What problems is the product solving and how is that benefiting you?
With our previous system things were dated and allowed for little improvement in integration with other technologies. Talkdesk is always evolving and will eventually be our main conduit for all customer communication be it via our website or mainline.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Talkdesk is a leap forward in terms of managing account managers and looking at day, weekly & monthly statistics to help the company accomplish its goals more efficiently.
Recommendations to others considering the product:
Plan ahead what you require exactly as possible and the TD team will help all the way no problem.
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Talkdesk Review
What do you like best about the product?
Call tracking, recordings, salesforce integration
What do you dislike about the product?
Support mediocre at best. Sometimes goes dark and calls drop.
What problems is the product solving and how is that benefiting you?
call recording mainly.
Recommendations to others considering the product:
Support is limited at best, make sure you have the bandwidth to handle the calls.
Great Digital Call Center Solution
What do you like best about the product?
We love the fact that it uses Google Chrome instead of additional installs. It stays in the browser which makes accessing it from multiple locations simple and intuitive.
Reliable reporting and easy to use. It's much easier and more reliable to use than our other solution.
Fast replies from account managers and support. I have nothing but good things and praise for our account manager and their support team. Always friendly, quick, and courteous, they're able to answer most questions.
Reliable reporting and easy to use. It's much easier and more reliable to use than our other solution.
Fast replies from account managers and support. I have nothing but good things and praise for our account manager and their support team. Always friendly, quick, and courteous, they're able to answer most questions.
What do you dislike about the product?
No live API for custom data or dashboards. This is something that was said to be on the roadmap for Q1 2016 but we've seen no update for it.
Zendesk integration is amazing, but the CTI is limited. You can't see which ring group is being called or any tags associated with IVR choices. Agents aren't able to be prepared for the issue at hand.
Zendesk integration is amazing, but the CTI is limited. You can't see which ring group is being called or any tags associated with IVR choices. Agents aren't able to be prepared for the issue at hand.
What problems is the product solving and how is that benefiting you?
Call center solution for a medium sized business. We've saved money over the competition and are happy with our service.
It's also great to work with a startup like ourselves and be a contributing member of their development. They're constantly asking for feedback and ways to improve the product.
It's also great to work with a startup like ourselves and be a contributing member of their development. They're constantly asking for feedback and ways to improve the product.
Recommendations to others considering the product:
We love that it uses Google Chrome as it's soft phone and doesn't require any additional installs.
Taking Support calls
What do you like best about the product?
I like the online/offline capabilities and quick transfers. I also like the call tracking and user history. Filtering is great for searching back logged calls and the reporting feature for available bandwidth is helpful when determining busy hours and availability hours for scheduling purposes.
What do you dislike about the product?
Inability to sometimes use the service for touch tone type conferencing which requires you to enter in various numbers. Also, sometimes we see that the call will ping one user and not another when one drops off.
What problems is the product solving and how is that benefiting you?
fielding customers from many difference regions and product lines.
Recommendations to others considering the product:
Make sure you create a map of what features you'd like and all of your number integrations to discuss with your rep before fully integrating to make sure that you don't set yourself up without the ability to scale up when you start to get an increased number of calls and agents.
Great potential. Never got a chance to gain more hands on
What do you like best about the product?
The ease, integration to current system and free support. Great comms and interface was perfect.
What do you dislike about the product?
Trial period was at a bad time and never got the hands on time I would have liked. No issues or dislikes to TD though.
What problems is the product solving and how is that benefiting you?
No problems as above other than lack of time to fully test it out. Benefits are the report capabilities
Simple and powerful tool
What do you like best about the product?
This tool is very simple to set up including integration with Zendesk, our ticketing tool. Talkdesk makes it easy to retrieve data. Customer service has been quick to resolve issues.
What do you dislike about the product?
There are some technical issues when we have the Talkdesk website open with the widget in our ticketing system.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
There is no current option to see a real time dashboard of time logged in a specific pause state or status. The current dashboard is difficult to see on our monitors across the floor, so additional options for a dashboard view would be helpful.
What problems is the product solving and how is that benefiting you?
Simplicity of the tool makes it easy for all levels of our organization to understand data. The ability to set statuses helps us track productivity in a real time and clear manner.
Talkdesk is a life saver!
What do you like best about the product?
It's very organized and easy for multiple people to see what is happening in our call center - we needed a dashboard that could help us do everything we needed and Talkdesk is just that! I also find it very simple to create new users!
What do you dislike about the product?
I wish there were two big things -- a mobile app to make and receive calls --- and a way for people to listen to private voicemail. We are hacking the system a little and giving ALL of our employees personal access and ring groups but it would be nice to have them private.
What problems is the product solving and how is that benefiting you?
We have a small support team that works from home a lot (with one member in Europe) and Talkdesk is helping us pull them all together simply!
Recommendations to others considering the product:
I would say go all in! We're like 75% in because we have to route things through our own software but if you can do Talkdesk and the API you'd really be in a good place.
Great Product!
What do you like best about the product?
Talkdesk has an amazing product. They are very data driven, which my company appreciates. They were also extremely patient and knowledgeable about their product while my team was onboarding. They are quick to answer questions and provide support, often answering emails at all hours of the day.
What do you dislike about the product?
It's easy to pull incorrect data from their platform. There are many filters and date ranges (which in truth is a good thing) so it could skew data pretty easily.
What problems is the product solving and how is that benefiting you?
Our agents have much better visibility now. They are able to communicate more efficiently within the team and the customers alike. We've also greatly benefited from call dispositions and understanding the why behind our customers.
Recommendations to others considering the product:
Do it!
Solved my call center problems
What do you like best about the product?
Talkdesk solved my team's issues with being able to reliably work from home and get call center calls. We were using a traditional phone provider previously that did not allow us to do this.
What do you dislike about the product?
The setup | configuration interface is a little bit confusing initially. I wish they had a standalone desktop app as opposed to living entirely inside the browser or that they would at least find a way to set different sound input/output for td as opposed to other tools being used on the machine.
What problems is the product solving and how is that benefiting you?
Business problems are reliable work from home, office, or remote capabilities for my team who was struggling. The reporting is also really helping us understand more about our callers.
Recommendations to others considering the product:
Use the customization to its full potential, there's a lot they can do!
Talkdesk Review
What do you like best about the product?
Ease of communicating with customers and team members.
What do you dislike about the product?
Not being able to edit hyperlinks in messages.
What problems is the product solving and how is that benefiting you?
Solving day to day issues and answering questions as well as bringing in new business.
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