Talkdesk
TalkdeskExternal reviews
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Great Vendor / Partner!
What do you like best about the product?
Our business just moved to Talkdesk from another vendor and we're very happy with the change so far. Our implementation partners have been amazing; very knowledgable, candid, honest about what is and is not possible within the platform, and they are real people with real personalities, which I appreciate very much. This extends to their support service as well. The administration of the platform itself is intuitive enough and easy to use. The reporting capabilities are pretty robust, even using only the default reports available. Overall, we are stoked for this change and pleased with Talkdesk as our choice.
What do you dislike about the product?
Honestly, not much so far. My biggest issue is the requirement to go into the call flows themselves to apply any kind of closure. When offering a 'delegated admin' role to non-IT personnel so they can manage their own closures, giving them keys to the studio flows directly is a little scary. Having a closure mechanism that would overlay on top of the flow without having to edit them directly would be ideal. With that said, flows do have a time/date stamp on all published flows, and they are versioned for easy rollback to a previous flow. Only other complaints are small things, like not being able to remove a default agent state. But, again, overall, we're super happy so far.
What problems is the product solving and how is that benefiting you?
Our previous vendor's routing configuration was somewhat complicated to understand, particularly if you're not technically savvy. Talkdesk's flow builder made it wayyy easier to manage. One big problem we've solved by moving to TD is an issue we had with consults. The way our previous system was developed caused some issues when consulting between teams. SInce we have moved to Talkdesk, those issues have disappered entirely. Big win for us!
Another huge win is the more robust reporting functionality. Previous reporting capacity was limited in what we were able to view as the customer and required a ticket to be submitted for things like viewing independent call legs. That is all available to us directly through the TD interface now, which is hugely helpful and saves us a ton of time.
Another huge win is the more robust reporting functionality. Previous reporting capacity was limited in what we were able to view as the customer and required a ticket to be submitted for things like viewing independent call legs. That is all available to us directly through the TD interface now, which is hugely helpful and saves us a ton of time.
It’s pretty awesome
What do you like best about the product?
It's pretty simple to use and not at all complicated. Trust me I know because I use it everyday almost 8/9 hours a day!
What do you dislike about the product?
Sometime between the web version and the widget one starts to glitch, been noticing a lot lately!
What problems is the product solving and how is that benefiting you?
Calling my clients back to back ,talkdesk is the backbone of my work
Very smooth implementation and transition
What do you like best about the product?
Excellent project management helped us to take this implementation at our own pace. The product itself is very user-friendly and easy for administrators. We have really liked the initial sales approach and regular follow-ups with very precise requirements gathering sessions compared to other vendors we scouted (Five9 and 3CX)
What do you dislike about the product?
The only thing that we didn't like was not having any flexibility in changing our billing cycle after the terms and conditions were initially approved. So, we would like Talkdesk to give customers a bit of flexibility in changing their billing cycles when really needed.
What problems is the product solving and how is that benefiting you?
With Talkdesk we freed up a whole body in our organization to use their time for more productive duties. Through no code Talkdesk Studio, we are able to make changes to IVR and menu options very easily and quickly by ourselves, which is excellent!!!
Talkdesk Experience
What do you like best about the product?
Talkdesk has a relatively easy-to-use interface. Their support department is also quick to respond and always helpful. We currently use Talkdesk for Studio and phone management.
What do you dislike about the product?
We are still navigating through the new updates to Talkdesk. The main barrier right now is the lack of admin options in the new version of Talkdesk. Still waiting for an update on this.
What problems is the product solving and how is that benefiting you?
Talkdesk helps us to integrate our staff with our phone systems. The onboarding process involved has been quite seamless so far. As an admin, this helps me to respond to requests in a fast and prompt manner.
Talk Desk - a lightweight, high performance application with excellent support.
What do you like best about the product?
Coming away from a telephony system that was SIP-based, with separate hosted servers for the phone system, reporting and recording, it has been amazing to have an all in one package like Talk Desk. I have especially enjoyed using Talk Desk from an admin perspective. In comparison to creating call flows with other telephony systems, Talk Desk stands out. To both the tech-minded people and those of us less fortunate, it visually makes sense to design call flows in the simple way that Talk Desk supports. Whether you want to have variable waiting messages, assigning and exiting options, transferring to voicemails or just setting up individual agents' inbound flows. Another feature we like is the ease with which our agents can easily change their outbound number from the call bar. We are also really impressed with the integration we have into Salesforce.
What do you dislike about the product?
The biggest downside to the Talk Desk platform for me is the reporting. It seems to fall behind when compared to some of the competitors on the market. Simple tasks such as searching via a customer telephone number are not made easy. We have ended up training our agents to download the reports into Excel and then analyse them using the tools in Excel. This is a shame because Talk Desk is capable of delivering all of our other business needs. For such a small, yet I would imagine a fairly common feature that people want when using a telephony system the size of Talk Desk.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
What problems is the product solving and how is that benefiting you?
Following up on the issue with reporting, we have had to train our users to export reports and use Excel to search with more capability. This has been a successful workaround but a workaround nonetheless. This results in simple jobs taking much longer to do than I think is necessary. Talk Desk offers a range of different reports built into their system, but to omit such an obvious feature seems particularly strange.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
Recommendations to others considering the product:
If you're looking for a lightweight, high-performing internet-based telephony system-think Talk Desk
Literally the best and most intuitive interfaces for a "Call Center Solution" that I've ever used!
What do you like best about the product?
Every day tasks that used to take triple the time can now be completed in minutes with talkdesk.
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
What do you dislike about the product?
not really much negative to say... there always improving!
What problems is the product solving and how is that benefiting you?
Update - I can't stress enough how dependable the talk desk service is. I think the longest our system went down since we've had talkdesk is like 20 minutes.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Recommendations to others considering the product:
Solid product here, with a team behind it, continually innovating!
Always seems to be working great for my team
What do you like best about the product?
Very minimal lag when communicating with team. Althought sometimes the recording would show up sounding a little delayed, the updates that talkdesk did really helped our customer interactions.
What do you dislike about the product?
What i didnt like was that there were not many apps to connect to externally. It would be great to remove the "Salesforce connector" that would pop up within the app.
What problems is the product solving and how is that benefiting you?
Well overall as an organization we were able to use talkdesk both customer facing and to properly coach our teams as needed. Downloading and live coaching calls was amazing.
Recommendations to others considering the product:
I would recommend whenever you feel talkdesk is having some sort of issue, delay, or you feel it is missing something, head to your email to review their upcoming updates. It's like they know whats needed and always come through!
Talkdesk
What do you like best about the product?
Their Explore tab is very user-friendly, which helps you pull and create reports easily and efficiently.
What do you dislike about the product?
There are usually issues with small discrepancies that are resolved promptly while providing you updates every 15 minutes.
What problems is the product solving and how is that benefiting you?
Talkdesk has assisted in creating accurate reports to pull data for KPIs. Although at times we have issues with the Live dashboards, their reports have accurate data that helps us determine what we are seeing and reporting.
Easy
What do you like best about the product?
I like the fact that talk desk has an auto dialer that helps so much.
What do you dislike about the product?
I do not like 10 key dialing. I can get used to it but I am just used to a phone.
What problems is the product solving and how is that benefiting you?
I love the auto dialer. It allows our customers to not waste so much time and we are about to look up customer quick.
Its really reliable
What do you like best about the product?
The ease of use. Its interface is very clean as well as responsive. I dont have to wonder how to use it and compared to all the alternatives from the mezozoic era we are used to have its wonderful.
What do you dislike about the product?
The lack of customization. having ways to automate status based on schedule as well as having a phonebook available more at hand would be really nice. Also color schedmes for suiting to our style.
What problems is the product solving and how is that benefiting you?
Lead follow up, it really comes in handy to make quick calls and since its very quick and dont have to set it up like avaya or cisco tools I dont have to worry about it breaking.
Recommendations to others considering the product:
Its great and easy to use.
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