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?

The dashboard model, ease of navigating between functions, ease of locating what I need to do my job efficiently.

What do you dislike about the product?

So far I have not missed anything. It meets the needs that my function requires, I can work from outside the office and I am satisfied with it.

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

Nothing to declare.

Recommendations to others considering the product:

A very effective tool, it delivers what it promises in a satisfactory way.

What do you like best about the product?

I like how on Talkdesk you have different phone area codes to use as you like to call your customers.

What do you dislike about the product?

I don't like how it takes long to load up.

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

Talkdesk has helped me to do my job easier with the call recordings access it provides.

Recommendations to others considering the product:

I would advice to go ahead and try it , it might be good for them too.

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?

THE DIAL PAD HAS BIG NUMBERS AND ALSO TH

What do you dislike about the product?

I COULD BE A LITTLE BIT MUCH BIGGER THAN THE NUMBERS

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

WHEN TALKING TO THE CUSTOMER HAS GOOD SOUND ON THE CALL NO STATIC

Recommendations to others considering the product:

if you are not tech-savvy this app is very friendly to use

What do you like best about the product?

Organized and user-friendly. Easy access to recordings so when it is your turn to evaluate calls you will be able to find them with no problem. One thing I do like is the design, the colors and the organization. Whenever I started working with the platform and was receiving training about it, it was really easy for me to be able to understand exactly how to work it. I also like a lot the fact that it allows us as quality assurance to have easy access to previous reports and calls, so when we have calibrations and meetings we can just go back, access and play the calls.

What do you dislike about the product?

After some minutes of no use, you have to reload the page to be able to access calls again. The first time this happens is a bit confusing but once you remember you will know you just have to open the link again. It would honestly be better if this did not happen since it kind of puts a little rock on the way whenever you come back from a break or a meeting and you have not been using it. It is no big deal since you just have to open the link again and it will work perfectly it just takes seconds to do it but I would appreciate not having to do it.

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

It allows me to be more efficient in my job and to be able to have easy access to previous recordings for calibrations and feedback. Also, when it comes to up training and learning new features it is really easy to do. I also appreciate how fast they are to respond to questions we may have about the platform and give really clear answers about any issues we may encounter. I don't think there is so much to solve since it is a pretty well-built website and it has all the tools we need to be able to accomplish all of our activities.

Recommendations to others considering the product:

for quality, I would keep a record of agents you have already looked up to avoid evaluating twice.

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.

What do you like best about the product?

Reporting & Dashboards make it easier to keep track of calls, insights on calls and users make it super efficient

What do you dislike about the product?

Cluttered UI especially at admins end makes it difficult to find things sometimes

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

Clients need to setting up an outbound team and providing that crucial insight. Talkdesk resolves it seamlessly and helps to get all the data and results desired

Recommendations to others considering the product:

Talkdesk can be your one-step solution with regards to contact center solutions and provides you the crucial insights and experience to deliver an enhanced customer experience. It enables your team to deliver efficiently and improve productivity at the same time by giving you that useful analytics