I use TalkDesk for inbound and outbound calls, managing the IVR, making executive campaigns, and quality management.
Talkdesk
TalkdeskExternal reviews
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Simple to manage workflow and inbound flow and easy learning curve
What is our primary use case?
What is most valuable?
I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless.
We use AI with a custom solution outside of TalkDesk.
It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.
What needs improvement?
The solution lacks some features for outbound campaigns compared to other providers. For example, managing the list in real time and providing scripts for the agents.
For how long have I used the solution?
I have been using it since 2019.
What do I think about the stability of the solution?
We had some issues over the last five years, maybe two or three main problems, but they were solved quickly. Overall, it's a stable solution.
What do I think about the scalability of the solution?
There are over 200 end users using this solution. Our business is growing, so we'll need to keep growing our customer support and sales channels. So, probably in the next year, we'll reach 300 users and expand our usage.
Which solution did I use previously and why did I switch?
We changed our previous solution to TalkDesk in about two months. Avaya. It was a physical solution. We needed to change because there were some changes in the company, and Avaya Central belonged to one of the companies that left our group.
Anyway, it was an old solution. It didn't give us the flexibility we needed to make changes to our IVR. It was all one code, so we needed to ask our IT department to change it. It was very outdated compared to what was already on the market in 2019.
How was the initial setup?
The initial setup was easy. We were able to do it in two months.
What was our ROI?
We had a return on investment with TalkDesk, but it took a little longer than it should have. There were no setup costs, but over time, it paid for itself.
Which other solutions did I evaluate?
We looked at GoContact, a cloud-based solution from Avaya, and another solution that was very well-known in the market.
What other advice do I have?
Be sure that it meets all your needs. It works very smoothly and well for inbound campaigns but not outbound. It has room for improvement there. And be sure of the cost or the business plan because you can find cheaper solutions on the market. It's not a cheap solution.
Overall, I would rate the solution an eight out of ten.
It is a good product, but the service does not support the customer
What do you like best about the product?
State of the art CTI, good UX and no issues on business continuity
What do you dislike about the product?
They are not a good partner if you want them to accompany you on a long journey.
We optimized our product portfolio, achieving a 25% reduction in the number of customer inquiries. But Talkdesk did not want to adjust the number of licenses to the new reality. You can't announce 'we love our customers' and not accompany them on their journey
We optimized our product portfolio, achieving a 25% reduction in the number of customer inquiries. But Talkdesk did not want to adjust the number of licenses to the new reality. You can't announce 'we love our customers' and not accompany them on their journey
What problems is the product solving and how is that benefiting you?
We are using Talkdesk as CTI for our company. For both Sales and Customer care.
Hit and Miss but overall very good
What do you like best about the product?
Talkdesk links into Salesforce very well. The data that you can pull across is a lot and gives you valuable insights to calls all in one place without having to run reports of different platforms
What do you dislike about the product?
On the web based portal when you search for numbers (in my instance I was cleansing users and ring groups) if you do a search, select the one you want and then go back, it wipes your filters. the backend portal can be hard to navigate.
What problems is the product solving and how is that benefiting you?
Talkdesk solves the issue of having a contact centre that links into our key CRM (salesforce) the click to dial feature is key and althought available in other products this was our first. The way you can make changes to the flows relatively easily is also key in making quick changes that benefit the business.
We use talkdesk in our salesforce instances
What do you like best about the product?
Easy to use in our salesforce, not need of a mobile phone
What do you dislike about the product?
pop up window in salesforce, in our salesforce we can not close the pop up window and it is always available
What problems is the product solving and how is that benefiting you?
calling the potential partner with talkdesk
Talkdesk
What do you like best about the product?
Report view as it helps to monitor the performance of the agents and team on real time.
What do you dislike about the product?
The support team sometimes delay the response rest all is amazing
What problems is the product solving and how is that benefiting you?
Reports which gives overview about live calls and helps understanding call flow
Talkdesk Experience = Very good overall
What do you like best about the product?
I like how easy it is for me and my peers to use it, also I like all the tools it has, this is because our company is very customer-focused and Talkdesk helps us a lot with these tasks.
What do you dislike about the product?
I would appreciate it if at the moment a call is coming through you could see more information as well as if the call history was more accessible and in one place only.
What problems is the product solving and how is that benefiting you?
It is very easy to read, intuitive overall and has many tools we use as the compmany.
Fantastic experience from the beginning- Sales to implementation was excellent.
What do you like best about the product?
How our call flows assist with employee efficiencies and better customer satisfaction. The features that are available for our future growth. Customer support has been spot on. Talkdesk accademy has allowed our staff to used the product with ease.
What do you dislike about the product?
We have not experienced any downsides- Much better than our previous VOIP provider
What problems is the product solving and how is that benefiting you?
Improving our customer satisfaction with our overall service. We receive and make over 9000 calls per week and our CSAT score has been around 4.3 out of 5 since implementation.
Talkdesk - Cons and pros
What do you like best about the product?
Comprehensive Features ,Reliability and the Intuitive Interface
What do you dislike about the product?
there are features that could be good to implement,there are some delays in customer support
What problems is the product solving and how is that benefiting you?
Is way better regarding calling customers
TalkDesk is flexible and easy to use
What do you like best about the product?
I do like that TalkDesk is so customizable. I have the ability to adapt it to my teams needs.
What do you dislike about the product?
I do want a few more options. I would like to be able to control the options presented to customers and when.
What problems is the product solving and how is that benefiting you?
My employees work remote and Talkdesk helps us address our customers while keeping employees remote.
My Thoughts on Talkdesk
What do you like best about the product?
The people. definitely the people. Randy and David are great. And Will is a real "get it done" person that I feel confident will make our continuing partnership thrive.
What do you dislike about the product?
The only downside is from our end. We aren't utilizing everything we are paying for, but we are working on changing that.
What problems is the product solving and how is that benefiting you?
Especially in the realm of workforce management, Talkdesk has been a tremendous help. It has provided us with a real stable VoIP solution. And when things go accidentally wrong, tech support really steps up to solve the issue quickly.
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