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It's great when it works but there are a lot of kinks that happen on a daily-weekly basis
What do you like best about the product?
Upsides: Note-taking on call, easy-to-use (when working correctly)
What do you dislike about the product?
Calls come in when you're in an away status, sometimes a call will come in while you are on a call and it's not meant for you.
What problems is the product solving and how is that benefiting you?
Not sure on this one, it's gotten better but the calls coming in, when you are supposed to be away, still happens since we launched TalkDesk for our company.
Recommendations to others considering the product:
Resolve the calls issue I mentioned earlier
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Talk Desk is great! Reporting is amazing and very detailed. Service is extremely customizable
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
Reliable, no outages, good quality WW service network platform
What do you like best about the product?
TD Contact centre is intuitive with an admin friendly UI. Agent administration is straight forward. The migration from Callbar to the CX app was straight forward. Tech support response times are very good. They are also very helpful. As good as HPE Nimble, .... nearly :)
What do you dislike about the product?
Zoom integration or having a native remote tool/session function that seamlessly integrates with the CX App agent status
What problems is the product solving and how is that benefiting you?
Platform resiliency and robustness. Good call quality and very low latency. Platform redundancy meaning no outages. Compared to previous vendors used (Mitel and ShoreTel) MoS score and voice quality are far better. I do not think we have seen an outage that was TDs fault. No complaints from agents internally or customers externally
Recommendations to others considering the product:
If looking for a reliable, good quality Voice service with redundancy and reliable/helpful support - I would recommend TalkDesk
Excelent Software
What do you like best about the product?
Reports, as a Salesforce analyst, talkdesk has amazing options for calls reports, also area code presence continues to amaze me how helpful it is.
What do you dislike about the product?
Not compatible with Firefox, using SalesForce account, needed to switch to a different browser to use it.
What problems is the product solving and how is that benefiting you?
The Reports I can't get from Salesforce, I get very specific data from calls that helps me as an analyst.
Recommendations to others considering the product:
Local Presence excelent for call centers
Solid program
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
Ottimo prodotto
What do you like best about the product?
Semplifica il lavoro ottimizzando i tempi. Lo strumento per ascoltare le registrazioni telefoniche è molto utile e permette di sapere esattamente cosa si èdetto durante una conversazione.
What do you dislike about the product?
Non amo la suoneria delle chiamatee il fatto che dalla app non ci sono tutte le funzioni disponibli e che non si possono cercare i contatti o le conversazioni passate.
What problems is the product solving and how is that benefiting you?
Spero risolva i èproblemi suddetti soprattutto per quanto riguarda la app.
flexible tool
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
Best for call centers
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!
Besides this, everything is working quite well!
fit for use and fit for purpose
What do you like best about the product?
Always available. Less downtime and degradation
What do you dislike about the product?
In terms of reposting, we can use only out of the box functionality and Talkdesk dont have analytics for the monthly usage cost and analytics for tool activities and usage.
What problems is the product solving and how is that benefiting you?
problem on downtime
Recommendations to others considering the product:
easy to use, easy to administer, always available, and can be integrated to most systems
Platform is easy to use, but don't feel like a valued customer
What do you like best about the product?
Their platform is visually appealing and easy to use. Their support team is usually very good at responding to requests promptly and efficiently. Their help center and Talkdesk Academy are good, well-built resources. They send out lots of communications around maintenance, outages etc. Overall their company is future and growth-oriented.
What do you dislike about the product?
More complex support issues take longer to hear back from. We are a smaller-sized company (~100 agents, 500 total employees) and got hit with a 150% rate hike during our renewal. Their pricing is much higher than some of their competitors (Five9s, Dialpad) and they have not made us feel like they want to keep our business. Their new Digital Engagement platform has some buggy behavior which is expected when products are released. But we find their solution isn't great for our omnichannel use case.
What problems is the product solving and how is that benefiting you?
We use Talkdesk as our contact center solution. The IVR studio flow is pretty easy to set up. Agents can do cold and warm transfers. We can easily see agent productivity at a glance using their reports and dashboards page.
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