We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.
Talkdesk
TalkdeskExternal reviews
2,471 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great app for everday use
What do you like best about the product?
The web api and the abiliy to use the app on the web
What do you dislike about the product?
bad scaling with the desktop app sometimes
What problems is the product solving and how is that benefiting you?
Ease of use
Powerful platform, strained support team
What do you like best about the product?
Depth of capabilities, e.g. call logic, routing, out of the box integrations, powerful reporting
What do you dislike about the product?
Support offering can be confusing, solid technical expertise really required if you want to continue to grow
What problems is the product solving and how is that benefiting you?
Manages all inbound and outbound calls as our primary platform. We can keep track of all activities
Talkdesk integration and exceptional Support
What do you like best about the product?
You get exceptional out-of-the-box and extra support from the CSM and the account team. As with all products, Talkdesk does have issues, but the support we get makes sure that we recover quickly and get back to normal running.
What do you dislike about the product?
The live alerts could do with being more accurate.
What problems is the product solving and how is that benefiting you?
Global reach and a single VOIP strategy
Would recommend, Great product and team!
What do you like best about the product?
The Talkdesk team have a great collaboration and are always available to help us where and when needed, including discussons on future improvements and efficiencies. The talkdesk portal online is very easy to use, its easy to create customised dashboards with widgets and to be able to track your stats, calls and create reports.
What do you dislike about the product?
I am looking forward to seeing more future features which will help us to improve our service.
What problems is the product solving and how is that benefiting you?
They are able to help us with complicated IVR flows and making this journey for customers easier.
Efficient tool for modernizing communication systems with good technical support services
What is our primary use case?
How has it helped my organization?
The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has improved, and the customer journey lifecycle has seen positive impacts.
What is most valuable?
The product's most valuable features are the campaigns and call routing. The ability to define call attributes and route calls accordingly, along with the integration with Salesforce, ensures that customers can talk to the same agent familiar with their account, greatly enhancing customer service.
What needs improvement?
One area of improvement is the customization options for cloud storage.
For how long have I used the solution?
I have been using TalkDesk for almost two years.
What do I think about the stability of the solution?
The product is stable. However, we faced issues with a carrier partnered with TalkDesk, which affected our trunk line. This was resolved in a few hours and was not due to the platform directly.
What do I think about the scalability of the solution?
The product is scalable.
How are customer service and support?
The technical support services are excellent.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was straightforward.
Which other solutions did I evaluate?
We evaluated other options, including vendors like Twilio and Cisco, before selecting TalkDesk.
What other advice do I have?
TalkDesk is a robust and efficient tool for modernizing communication systems. It has a slight learning curve for administrators but offers significant benefits regarding flexibility and integration capabilities.
I rate it an eight.
Has efficient call routing feature and is useful to make and receive calls
What is our primary use case?
I am a call center agent, and we use the solution to make and receive calls.
What is most valuable?
The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly.
What needs improvement?
Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure.
For how long have I used the solution?
I have been using the solution for one year and two months.
What do I think about the stability of the solution?
I rate the solution's stability a seven out of ten. Changing the status was sometimes a problem. Sometimes, you'd be on break or away, and the system would switch back to available status without you doing it, even if it were still your break time.
How are customer service and support?
At times, I sort things out.
Which solution did I use previously and why did I switch?
We switched from Zendesk to TalkDesk because of the cost.
How was the initial setup?
TalkDesk's deployment is straightforward.
What other advice do I have?
I would recommend the product to others. It is an efficient and easy-to-use technology. It can handle calls and different portfolios. I rate the product an eight out of ten.
The Live dashboard
What do you like best about the product?
the live dashboard is an amazing tool but sometimes we notice some delays on the processing
What do you dislike about the product?
The report and the way we search for the interaction look like an old system
What problems is the product solving and how is that benefiting you?
managing the call and digital interaction from our customer
Easy-to-use, powerful, and feature-rich solution
What is our primary use case?
We use the solution for our contact center and as our telephony system.
What is most valuable?
The most valuable feature of the solution is its ease of use.
What needs improvement?
The solution's reporting feature is sometimes delayed and could be improved. Sometimes, the reports don't update quickly enough, leading to backlogs.
For how long have I used the solution?
I have been using TalkDesk for three years.
What do I think about the stability of the solution?
I rate the solution’s stability a nine out of ten.
What do I think about the scalability of the solution?
Around 120 users use the solution in our organization.
Which solution did I use previously and why did I switch?
We previously used a different tool and switched to TalkDesk because of its stability.
How was the initial setup?
The solution's initial setup is very easy and fast.
What's my experience with pricing, setup cost, and licensing?
TalkDesk's pricing is with the investment.
Which other solutions did I evaluate?
Before choosing TalkDesk, we evaluated other options like 8x8 and Mitel.
What other advice do I have?
TalkDesk is a SaaS product. I would recommend the solution to other users. It is easy for a beginner to learn to use TalkDesk for the first time. TalkDesk is a very easy-to-use, powerful, and feature-rich solution.
Overall, I rate the solution a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Easy to use and has an easy initial setup phase
What is our primary use case?
I am an IVR application developer. My company is using TalkDesk to develop an application for Ashley Furniture Homestore India, a retail shop. My company is developing TalkDesk and integrating it with Omilia. My company is using TalkDesk to connect with an agent and for all purposes, as well as to integrate with NLP and for all those that Omilia will handle. TalkDesk handles agent transfers and creates the flows.
What is most valuable?
With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it.
What needs improvement?
From my company, the feedback for TalkDesk stems from the fact that the tool is very slow when compared to Genesys with Cisco and other tools.
Recently, I have been creating outbound campaigns. For creating outbound campaigns, there is a need to add something in the agent as a recording of a document. If we have a proper document, that would be very good because for TalkDesk Studio, a clear and very good document was provided to our company to create any of the flows and all those things. For Alcon outbound campaign creation, agent mapping, and other such areas, there is no clear documentation. It would be good to make clear documentation from TalkDesk available.
The drawback of the tool revolves around the fact that I see it is very slow when loading the pages. If I want to download any reports, like a particular call report or anything, it will take only two minutes, and it should be loaded in seconds, but it takes too long.
The tool is very slow to load. Suppose I try to load any pages, including TalkDesk Studio's page or any reporting page. If I am trying to download any report for particular dates, the analysis part will take too long.
For how long have I used the solution?
I have been using TalkDesk for six months. I am a user of the tool.
What do I think about the stability of the solution?
There have been no issues with the product's stability. Stability-wise, I rate the solution a six out of ten. The tool needs to be improved, especially since it has a heavy latency.
What do I think about the scalability of the solution?
It is a scalable solution. Scalability-wise, I rate the solution an eight out of ten.
How are customer service and support?
The solution's technical support team has been very supportive, especially when our company raises any issues. The solution's technical support team is easily contactable, and they respond. I rate the technical support a nine out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
The product's initial setup phase is easy.
What other advice do I have?
TalkDesk is easy to use, but a few things need to be improved.
I have not used the tool's AI capabilities. I have used only the survey part of the tool.
I will recommend the product to other people.
I think it is easy to use.
I rate the tool an eight out of ten.
Supports text messages and can be integrated with Facebook Messenger and chatbots
What is our primary use case?
We use the solution for calls and call centers. My implementation was for a nonprofit that handles donations and reaches out to potential donors. They have a call center to receive calls from customers and people who want to donate over the phone.
It also supports sending text messages and includes text messaging prompts for automation, allowing people to make inquiries. Additionally, it integrates with other systems like Facebook Messenger and chatbots, which exist within TalkDesk itself and were configured for the organization's use.
What is most valuable?
The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system.
What needs improvement?
We faced issues with bulk SMS.
For how long have I used the solution?
I have been using the product for three months.
What do I think about the stability of the solution?
I haven't faced any stability issues.
What do I think about the scalability of the solution?
TalkDesk is highly scalable compared to RingCentral.
How are customer service and support?
Sometimes, support can take a longer time to provide answers. However, they offer a flexible support plan. If you want improved support, they provide a dedicated solution architect or customer engagement manager for an additional cost.
How would you rate customer service and support?
Positive
How was the initial setup?
I didn't start the implementation; I joined in the middle during the second phase. From the second phase, the implementation was quite seamless. They have a support team that updates you on new features regularly. If there are features you need that aren't included in the VoIP system, they add them to the backlog and let you know when they are added.
The implementation was quite seamless. However, voice implementation isn't always seamless, especially when moving from one system to another or from a legacy phone system to VoIP. You must do porting, end phone licenses with the existing provider, and move to a new one. These are just some of its legal aspects.
What other advice do I have?
The need was quite specific to certain functionalities, which they catered for. The ones they didn't offer were communicated and put in the backlog with a promise to update us if things change in the future. Some features were added to the backlog based on our requests and communicated when they went live.
Not everything was supplied because there is always room for improvement. Different services come at different costs, and they have the flexibility to cater to various needs based on how much you're paying for the service.
I rate the product a nine out of ten.
showing 81 - 90