What do you like best about the product?

The live reporting is great because I can see employee phone status which are also logged; this is very important when you have remote employees. Observe AI is incredible and allows for easy qa checks and ensuring customer satisfaction

What do you dislike about the product?

The routing of calls does not always follow guidelines set (support calls route to sale line, or round-robin call distribution is not always accurate). These most likely are resolvable issues, however, the resolution process would be very time consuming

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

TD provides all the major requirements for CCaaS software. Integration with CRM is extremely important and TD provides all the requirements to successfully log calls within our CRM accurately and reliably.

Recommendations to others considering the product:

GREAT CCaaS software to consider. Reliability is there. Support is great and very responsive. Extremely customizable

What do you like best about the product?

The ability to listen live/recorded call

What do you dislike about the product?

Find it a bit clunky and isnt a clean layout

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

The ability to coach live and on the fly. As well as post call weekly

What do you like best about the product?

Simplify the work by optimizing the time. The tool for listening to phone recordings is very useful and allows you to know exactly what was said during a conversation.

What do you dislike about the product?

I don't like the ringtone of the calls and the fact that not all functions are available from the app and that you can't search for contacts or past conversations.

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

I hope it resolves the aforementioned issues, especially regarding the app.

What do you like best about the product?

Very flexible tool for creating dashboards based on the company's Service Level and performance. Gives you a lot of options for data visualization and support....

What do you dislike about the product?

that you can not duplicate dashboards on your own account, also while choosing the filters for dashboards sometimes the data might be missing that does not give you 100% accuracy

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

Talkdesk is the tool that is benefiting companies in different ways - gives you a clear view of the performance and service level with easy and flexible data visualization

What do you like best about the product?

Most helpful is that you receive calls in time and as a team leader you can monitor them live. One of the best thing is that it has extension in chrome and you can make outbound calls with just one click.

What do you dislike about the product?

This platform is good. There is some bugs, which almost every platform has but they are working to make it better, so I think you should proceed to report a problem and wait a bit.

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

By use of this platform you can solve problems easily via calls or receive partner calls. Agents are more productive as they can make a call with just one click.

Recommendations to others considering the product:

I recommend reporting every single issue you may face their support team can help you in almost every case. Just for you to know this platform does not provide automated outbound calls for the partners that called. E.G. if a partner called you and it needs to be evaluated they can callback every single of them but if you want to call back to partners for every 5th call (Not everyone to bother them) you could not do that here.

Besides this, everything is working quite well!

What do you like best about the product?

The multiple phone numbers you can add with a variety of area codes, recorded & non-recorded lines

What do you dislike about the product?

It will sometimes un-sync from my salesforce

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

The updates seem to keep TD working just fine

What do you like best about the product?

Useful to for my workspace allows me to communicate properly and gives me area codes options to call from that way I can call from a local number to a customer without them feeling doubt that someone from another city or state is calling

What do you dislike about the product?

For the time I have been working with Talkdesk only dislike would is the fact if I get an incoming call while I try an Outbound call it glitches and doesn't let me hang up, have to close the app and sign back in

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

The fact we can call from local numbers that we can record. keep track of our calls, and receive an email every time we have a missed call helps us communicate better with my customers and follow up accordingly

What do you like best about the product?

How the tabs are structured it is very easy to find the tabs/options we are looking for

What do you dislike about the product?

Rarely maintenance issues, most likely an intern issue.

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

At the moment i need to check a Live Call it gives me the option immediately to listen to it at real time, it makes my job faster and easier

Recommendations to others considering the product:

Awesome tool, highly recommend

What do you like best about the product?

The most helpful thing about Talkdesk is being able to pull all your communication data into the same place. The interface is very simple and intuitive. The integrations are very flexible and easy to use. The builder for the IVR is very flexible and intuitive. It makes the creation and testing very simple. There are some amazing dashboards and reports. The ability to track all calls with full call detail and pull up all activity from a customer and go straight into playing back a call recording resolves all questions about what happened with your calls. You can see alerts when you are not missing your SLAs. You have full transparency on what your agents are doing. It is the best call center solution I have seen for calls. Their onboarding team is amazing and very responsive. They have been beyond helpful. Whenever we point out a problem, they get as much detail as possible and fix it, come up with a workaround or submit an enhancement request. One last thing is that setting up Microsoft Single Sign-on took less than five minutes. That was very impressive, but a perfect example of how easy the system is to use.

What do you dislike about the product?

They are still new in Omnichannel and their SMS and Email functionality is not complete. They are missing alerts when new SMS or emails land in an inbox. They are also missing the ability for a supervisor to monitor their team's inboxes and see the messages they are currently assigned and view the interactions and reassign them if needed. There is no way to automatically unassign a message when the agent logs out or based on a time limit. There is also no good way to see that message history inside of Talkdesk. You should be able to see the message history the same way you can listen to call recordings when you pull up call activity. They also need work on their newly released mobile app. It has no notifications of missed calls, new texts or voicemails and you cannot listen to a voicemail from the app. The other problem is integrating phones with your call center. Most organizations have a call center and other users that are not part of that call center, like billing or HR. You want to give them phone licenses instead of Call Center licenses. The Talkdesk answer to this is Talkdesk Phone. Talkdesk phone works just how you would want it to. You can set up a physical SIP phone and it will make and receive calls or you can use a mobile app. It is a great product, as long as you don't need to use it with a call center. Right now, you cannot add TD Phone's to a Talkdesk Ring group, but that is supposed to be coming in September. Your Talkdesk Phones also do not share a phone directory with Talkdesk Call Center so you can call each other between systems or transfer calls. All of these things are being worked on and should be in releases soon, and I hope they are because it is a great product that could be amazing if these things were completed. In their defense, Omnichannel is very new and we joined an early release program, so if those things don't quite feel complete, it is because they admit they are not. TalkDesk has helped us work around many of these limitations with email alerts that show you have a voicemail that links to the VM to listen on mobile, or integration with Salesforce to see conversation history there. These workarounds have made the product work more like we hope it did and make us excited to see what happens when the rest of the work is done. One last thing. Cloud-Based Call Centers are expensive but fully worth their cost. Talkdesk is very competitively priced. The Talkdesk Sales Team, to make a sale, will strip down Talkdesk to lower the price. They are not doing themselves or you any favors. Paying less for a partial product only frustrates your team and makes the product look worse than it is. If you want a call center, pay for a call center and buy the whole product. It will be worth the investment when you have complete control over customer interaction and features that increase buy-in from your team by making their lives easier.

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

Talkdesk is allowing us to get detailed insights into all of our calls and call volumes. It allows us to reconfigure our call center workflows on the fly as problems or staffing issues pop up. It is a great product.

Recommendations to others considering the product:

Like any good project, understand your current workflows and create new ones.

What do you like best about the product?

The interface and user friendly experience.
Convinient to use.
Helps alot to get in touch with colleagues.

What do you dislike about the product?

Can work more on latency's.
Other than latency nothing in particular.

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

Talk desk helps with call recording facilities.
Works efficiently.