Our industry is insurance. We are a middle to large enterprise with around seven hundred employees and about one thousand mailboxes. We have four contact centers, each with around twelve or fifteen agents.
Talkdesk
TalkdeskExternal reviews
2,498 reviews
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Its a great program with a few bugs sometimes
What do you like best about the product?
Talk desk has organized my work and has made emailing customers easier for me. The AI dispositions are greatly helpful and I trust those they are very accurate and detailed in summing up conversations. I like being able to see what colleagues are working on what case it prevents us from needlessly repeating work. I use this everyday for work.
What do you dislike about the product?
When I was first using Talk desk I remember I would get confused on which tab I was in between conversations and cases, but I have gotten better about this. The title if cases sometimes has to be put in multiple times. Losing chats is an issue. If someone sends in a chat and closes it before I haver the chance to hit save then the case/chat is lost.
What problems is the product solving and how is that benefiting you?
organization is much better and helped us be able to go from using multiple programs to talk desk.
Improving customer relationships with enhanced reporting and effective call scheduling
What is our primary use case?
What is most valuable?
We need to adopt this platform. The main feature for us is reporting and the capability to maintain a strict relationship with our customers. Additionally, it provides the capability to schedule a call for all busy hours.
What needs improvement?
We are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
For how long have I used the solution?
We have been using the solution for around twelve, could be fifteen or sixteen months.
What was my experience with deployment of the solution?
We found a site with the documentation but we get a 403 error, so it could be that the documentation is not available.
What do I think about the stability of the solution?
There were two big issues, but in a general statement, it is a stable tool.
What do I think about the scalability of the solution?
TalkDesk is scalable.
How are customer service and support?
I am happy with the support line, but in some cases, the response is slow.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We used Microsoft before switching to TalkDesk.
How was the initial setup?
It is a difficult setup, honestly. It took us around twelve months to start up.
What about the implementation team?
In our company, there were two people involved. For other third parties, like our carrier or the TalkDesk pool, there could be ten people.
What was our ROI?
I believe it is a great return because our last solution did not have this strict relationship. After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
What's my experience with pricing, setup cost, and licensing?
We do not have a point of comparison, but in general, I consider it a fair price.
Which other solutions did I evaluate?
We are evaluating the Mimecast solution.
What other advice do I have?
We prefer to remain anonymous. Our overall product rating for TalkDesk is nine.
An admin-friendly jack-of-all-trades CCaaS
What do you like best about the product?
Talkdesk is supremely customizable, both with native features and with APIs. Most everything is built from the customer perspective with low or no code. There are many OOTB integrations available with major partners like Salesforce/Slack, and it's incredibly easy to set up an OAuth client or new custom integration with pretty much any other platform.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
What do you dislike about the product?
The level of possible customization can also make it difficult for Talkdesk Support to triage any unwanted behaviors. They have to dig through everything we've built that is specific to our environment and we often take more time explaining how things work than we do finding a fix.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
What problems is the product solving and how is that benefiting you?
Talkdesk has started to market themselves as an AI company moreso than a CCaaS. Some of the AI features we've seen and some we've heard are coming down the pipeline will help everyone in our contact center be more efficient - from agents, to supervisors, to QA to admins, etc.
Connecting world.
What do you like best about the product?
Talk desk is best for its friendly interface.
What do you dislike about the product?
Sometimes, I won't work on high latency.
What problems is the product solving and how is that benefiting you?
A talkdesk is the primary way of communication if the person is living on the other end of the world.
Hardcore Unified Contact Center
What do you like best about the product?
What a beautiful, full featured product. The title might imply a complex, hard to use or manage call center. But 30+ years of implementing, managing and using other products in the industry versus this product, shows me what inovation is all about.
Everything from media flow design, ease of implementation, administration to even agent use, is taken to the next level. And welcome AI driven context and other gound breaking features, including the Ease of Integration to your favorite CRM and other 3rd party products!
And I haven't mentioned customizable Dashboards and many, many reports that we frequency use. We have seen our Customer Support KPI's rocket as we encounter happy customers.
Everything from media flow design, ease of implementation, administration to even agent use, is taken to the next level. And welcome AI driven context and other gound breaking features, including the Ease of Integration to your favorite CRM and other 3rd party products!
And I haven't mentioned customizable Dashboards and many, many reports that we frequency use. We have seen our Customer Support KPI's rocket as we encounter happy customers.
What do you dislike about the product?
The only con that comes to mind is a cradle to grave report.
What problems is the product solving and how is that benefiting you?
Our Talkdesk experience has been enhanced, using the SNOW contact lookup integration.
We also implemented Queue CallBack which allows a caller to hangup without loosing their place in the queue.
We also implemented Queue CallBack which allows a caller to hangup without loosing their place in the queue.
Talkdesk on a whole is very good and has very few issues.
What do you like best about the product?
Talkdesk is very useful with the many features, is very easy to use and quick to get used to using.
What do you dislike about the product?
Some crashes and features such as exchange tokens not working.
What problems is the product solving and how is that benefiting you?
Helping stay in contact with customers with easy emails being sent and keeping record of all interactions previously had with customers.
Talkdesk was the launch point
What do you like best about the product?
I love the supportive staff, the ease of use for the end user, and the expansive reports available. We have not fully launched our prodcuts and we are already blown away with our improved efficiencies, and the expanded support for our members.
What do you dislike about the product?
We chose a time to convert over to Talkdesk when we were launches several other pieces that will need to be integrated into Talkdesk- It feels like a large lift and there are lots of moving pieces to balance and ensure they are working in tandum. This is absolutely no fault of Talkdesk, but I had to put something here.
What problems is the product solving and how is that benefiting you?
We are being connected with members who are facing more challenging issues and the auto attendant is taking care of the lower hanging fruit
Talkdesk: Game Changing Banking Call Center Software.
What do you like best about the product?
The best thing about Talkdesk is the highly customizable features that allow you to direct calls in any fashion. Studio Flows are an AMAZING tool that really let you turn Talkdesk into your own thing.
Integrations are great, Workforce Management and Explore are super useful tools built right into the software.
For agents, the ease of use for daily tasks is far above any other software we have used in the past for Call Center Agents.
Implementation of muliple teams onto the system has been seamless.
Many of our teams use Talkdesk here, and our end goal is to have everyone on the system by the end of next year.
Multi-level solution software is amazing in this day and age, and Talkdesk offers one of the better complete pacakages.
Integrations are great, Workforce Management and Explore are super useful tools built right into the software.
For agents, the ease of use for daily tasks is far above any other software we have used in the past for Call Center Agents.
Implementation of muliple teams onto the system has been seamless.
Many of our teams use Talkdesk here, and our end goal is to have everyone on the system by the end of next year.
Multi-level solution software is amazing in this day and age, and Talkdesk offers one of the better complete pacakages.
What do you dislike about the product?
I dont think there are enough Guides and helpful tips to learning the system.
Knowledge Base, Explore, and Data Dictonaries are nice, but there should be a much more in depth guide to using the Reporting System in specific.
Real time bugs with the Live Dashboards can be frustrating, but they are only visual errors and not real affected calls.
Customer Support ticketing system could use an upgrade, bring it more in line with other offerings.
Knowledge Base, Explore, and Data Dictonaries are nice, but there should be a much more in depth guide to using the Reporting System in specific.
Real time bugs with the Live Dashboards can be frustrating, but they are only visual errors and not real affected calls.
Customer Support ticketing system could use an upgrade, bring it more in line with other offerings.
What problems is the product solving and how is that benefiting you?
Talkdesk has been our solution for a call center software that can do more the simply dial outs and inbound calls. Here is a list of 5 unique solutions talkdesk offered to our issues:
1.) Talkdesk allows us to integrate all Calls, Chats and E-mails into one location for Agents to work.
2.) Talkdesk has a built in "Agent Assist" that transcribes calls and offers solutions from a built in Knowledge Base.
3.) Talkdesk provides far more reporting options then other Call Center software we've used in the past.
4.) Talkdesk offers robust Virtual Agent solutions for both our Voice IVR and our Chatting system.
5.) Talkdesk provides in-depth Live Reporting and Historical Reporting that you can access at a glance in the same Software.
1.) Talkdesk allows us to integrate all Calls, Chats and E-mails into one location for Agents to work.
2.) Talkdesk has a built in "Agent Assist" that transcribes calls and offers solutions from a built in Knowledge Base.
3.) Talkdesk provides far more reporting options then other Call Center software we've used in the past.
4.) Talkdesk offers robust Virtual Agent solutions for both our Voice IVR and our Chatting system.
5.) Talkdesk provides in-depth Live Reporting and Historical Reporting that you can access at a glance in the same Software.
Great platform and tools!
What do you like best about the product?
I'd like how easy is to use all the tools, and how easy is to learn all the features.
What do you dislike about the product?
There isn't major issues! It's a great platform!
What problems is the product solving and how is that benefiting you?
Retention and recalls
Talkdesk Review (Administrator Perspective)
What do you like best about the product?
The (technical) customer service is amazing and actually unlike many other cs providers, directly reachable via phone. That's a huge plus point in my perspective when you quickly want to double check, confirm or simply fix things which potentially have a considerable impact on business. My CSM is superb and very flexible which isn't something one should take for granted. The ease of use and implementation of the software/service is also rather on the easy side.
What do you dislike about the product?
More refined UI and management of ring groups and bulk changes (when not using csv's), users reporting that the audio source has changed (most likely not a TD dedicated issue and more related to windowsOS) and last but not least a couple of features missing such as forward to different flow component in studio.
What problems is the product solving and how is that benefiting you?
Not necessarily solving but rather enabling us to be reachable for customers and vice versa.
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