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Limited Functionality, Tedious Reporting, Poor Troubleshooting Ability,
What do you like best about the product?
Some of the technical troubleshooting is very helpful when we have to send problems over, which is very often, but it is dependent on who is on the ticket
What do you dislike about the product?
Our experience with TalkDesk has been subpar at best. We experienced a bumpy go live, and there is a long list of product / functionality problems leave much to be desired.
- login is unstable; folks sometimes have to log in multiple times and restart to get everything synced
- the reporting is truly awful. every case requires a call ID, but this can't be pulled from the call list, so you have to run multiple reports. we can't track the cause for a ring group being skipped
- the setup is confusing as there are overlapping settings from the studio / preferences that cancel each other out without documentation
- you can't share dashboards, so each person has to build them separately, which is time consuming and error prone
- admins have no ability to troubleshoot really anything
- teams are built, but they mean nothing in reporting
- audio is also unstable, we have clients complaining about calls dropped, and the only suggestion is ethernet, which is outdated and unhelpful
- the billing process is convoluted and we receive multiple bills /credits. it's hard to read, understand, and there is no way to consolidate
- you can't resolve a voicemail from the link that comes via email, so you have to do double work
- you can't quickly forward to cell
- you can't access voicemail via cell OR the mobile app, which has caused our on call folks to have to keep their computers during their overnight shift - this piece in particular is awful.
- the ability to make any changes is so finicky, and honestly, I don't trust this system - they are CLEARLY a startup made for outbound call centers, not true support centers, and we feel it every day
- login is unstable; folks sometimes have to log in multiple times and restart to get everything synced
- the reporting is truly awful. every case requires a call ID, but this can't be pulled from the call list, so you have to run multiple reports. we can't track the cause for a ring group being skipped
- the setup is confusing as there are overlapping settings from the studio / preferences that cancel each other out without documentation
- you can't share dashboards, so each person has to build them separately, which is time consuming and error prone
- admins have no ability to troubleshoot really anything
- teams are built, but they mean nothing in reporting
- audio is also unstable, we have clients complaining about calls dropped, and the only suggestion is ethernet, which is outdated and unhelpful
- the billing process is convoluted and we receive multiple bills /credits. it's hard to read, understand, and there is no way to consolidate
- you can't resolve a voicemail from the link that comes via email, so you have to do double work
- you can't quickly forward to cell
- you can't access voicemail via cell OR the mobile app, which has caused our on call folks to have to keep their computers during their overnight shift - this piece in particular is awful.
- the ability to make any changes is so finicky, and honestly, I don't trust this system - they are CLEARLY a startup made for outbound call centers, not true support centers, and we feel it every day
What problems is the product solving and how is that benefiting you?
We haven't solved many. We are still seeing problems logging in and with audio stability, with no resolution. No resolution to billing problems. Reporting - they tried to charge us PER USER PER MONTH for our whole organization to create custom reports because they can't provision it for one person, which is insane. That would mean paying additional thousands of dollars a month because they don't have user level settings.
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Really intuitive and easy to use
What do you like best about the product?
It is pretty easy to use and we are very autonomous when we need to change the flow or the configuration.
What do you dislike about the product?
We have to email the number team every time we want to get a Spanish number as it is not available from the talkdesk account yet.
What problems is the product solving and how is that benefiting you?
We can get very detailed reports and we are autonomous pretty much 100% when we need to configurate something new. It is pretty intuitive too.
Tlkdesk made our life easyer
What do you like best about the product?
Talkdesk is structured very well; reporting area is complete, you can check every KPI for your team. Easy to use, we managed to train our agents fast even in pandemic and work from home situations.
What do you dislike about the product?
Caller serch is one downside for Takldesk.
What problems is the product solving and how is that benefiting you?
Talkdesk improved agent monitoring system, call recordings, and the way you can manage your team.
Recommendations to others considering the product:
Talkdesk will make your life easier.
Easy to Use, Quality Product
What do you like best about the product?
Talkdesk "Studio", the tool used for building call flow, is well designed. It is intuitive and easy to use. Overall the entire platform is easy to use. We are also a big fan of the browser based functionality. While use of the "callbar" is recommended, agents can take calls without any special software being installed. This effectively mitigates issues of OS compatibility. We have agents answering calls on Mac, Windows, and ChromeOS.
What do you dislike about the product?
Their standard licensing model is based on named Agent licenses. This is par for the course and works well for most, but for companies utilizing large numbers of part time labor concurrent licensing is typically best. While they were able to accommodate a concurrent licensing model, their system isn't well designed for it and has caused support and billing related confusion. In addition, while support is quite responsive with issues they are familiar with, more complex or non-standard issues may go weeks without a response.
What problems is the product solving and how is that benefiting you?
Our focus is on CCaaS. Talkdesk allows our agents to easily work remotely from either computers or just a cell phone.
Recommendations to others considering the product:
The best thing to do is to get set up with a demo. Once you get your hands on the product, you'll quickly realize it's potential.
Great easy service
What do you like best about the product?
I love that it mimics a local area code of the customer you are calling, which increases the likelihood of them answering.
What do you dislike about the product?
The tool does freeze especially when you are in the reporting tab.
What problems is the product solving and how is that benefiting you?
Contacting customers in regards to order concerns makes communication faster and easier.
TalkDesk is a simple easy to use application. I Love it!!
What do you like best about the product?
I like how easy it is to transfer calls to colleagues and you can easily check availability for other coworkers!
What do you dislike about the product?
I think there should be an admin option to place your phone in when you are doing admin work instead of staying in available.
What problems is the product solving and how is that benefiting you?
Making calls and transferring within the company are great benefits
AI Talkdesk
What do you like best about the product?
Talkdesk is a company that is really innovating Cx with a realistic look at what works by relaying on customer feedback.
Their AI products are easy to use and they make sense.
Their AI products are easy to use and they make sense.
What do you dislike about the product?
There tier 2 and 3 for support is in Europe sometimes you have to wait an entire day for an answer. Although they have be come better.
What problems is the product solving and how is that benefiting you?
Budget was the main reason we move to talkdesk, although we did save money moving to talkdesk we now bundle up with different products that is making us save even more money.
TALKDESK: better than regular phones
What do you like best about the product?
What I like the best is the fact you can copy and past numbers
What do you dislike about the product?
The settings could be much easier - It is kind complicated to change the ring sounds
What problems is the product solving and how is that benefiting you?
It is much easier to make calls using the talkdesk system.
Recommendations to others considering the product:
n/a
Intuitive and easy to use phone system with good support
What do you like best about the product?
The dialler is excellent and much much easier for reps to use vs our old enterprise system. We've had good response times and issues resolved by the support team, big thanks for that guys!
The flow IVR designer is excellent, the ease of buying and assigning numbers is great. The launch team aren't cheap but they will get you up and running even with quite complex requirements really quickly.
In fact transitioning to Talkdesk from a technological point of view and a rep-process point of view was really quite painless. Good options for expansion also omni channel etc.
The flow IVR designer is excellent, the ease of buying and assigning numbers is great. The launch team aren't cheap but they will get you up and running even with quite complex requirements really quickly.
In fact transitioning to Talkdesk from a technological point of view and a rep-process point of view was really quite painless. Good options for expansion also omni channel etc.
What do you dislike about the product?
The reporting functionality needs to be improved, I understand they are working hard on improving it. It's also expensive but you do get what you pay for.
What problems is the product solving and how is that benefiting you?
Faster lead contact times, good salesforce integration that doesn't require ongoing maintenance, visibility into rep call stats and habits. Easier to make data based decisions in the call centre. Also some automations triggered directly from the dialler that speed up rep workflows
Talkdesk is very user friendly type of application
What do you like best about the product?
What I like about Talkdesk applications are we can see the caller ID are we call history that can track all the inbound and out calls , we have also the duration of calls that can help us to check our average handling time and we also have information on how many user and current online and what are their status. I also like that we have visibility of the current service level because of this we can easily adjust the schedule depending on the service levels. I also like that i can see the calls waiting on the queue
What do you dislike about the product?
No auto answer, Well this feature can help the user to more productive. It can also lessen the call abandonment and the call waiting time. Because there are times that the user unable to pickup the phone calls in a timely manner that can result of long waiting time and can be considered as abandon calls. inbound calls assign in queue is also part of my dislike. Its not really a big deal, I just find it unfair for the other user. Its like when you login on the Talkdesk you are the first one that will receive calls instead of those highest available in the queue It also apply on after your break or after your Lunch
What problems is the product solving and how is that benefiting you?
The problems so far that we trying to solve are the calls abandonment and call waiting time
If we can resolve this issue. we can be more productive and that can result a good customers service
If we can resolve this issue. we can be more productive and that can result a good customers service
Recommendations to others considering the product:
talk desk application is easy to use and you don't need to have special training to able to access it
there are plenty of cool feature for this applications that can help the user to improve their productivity.
and this application can still be improve depends on the need of the user
there are plenty of cool feature for this applications that can help the user to improve their productivity.
and this application can still be improve depends on the need of the user
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