Customer Conversations Feel Easier When Context Isn't Hidden
What do you like best about the product?
Having customer conversations, history, and details visible in a single view makes daily support work much smoother. While responding to chats, it's easy to understand who the customer is what they're subscribed to, and how recent interactions went. The ability to switch between chat, calls, and internal actions without leaving the screen helps maintain flow during busy periods.
What do you dislike about the product?
When multiple conversations are active at the same time, the interface can feel information-heavy. It works well once familiar, but there is a learning curve for new agents who are not used to handling several channels at once.
What problems is the product solving and how is that benefiting you?
Managing customer communication across different channels often leads to delays and missed context. With everything centralized, agents can respond faster and with better accuracy. This improves resolution time and reduces the effort needed to switch between systems during live conversations.
Live call insights have boosted agent productivity and improved customer satisfaction tracking
What is our primary use case?
My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.
In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.
A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.
What is most valuable?
The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.
Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.
What needs improvement?
TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.
TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.
It could be better if TalkDesk could notify whenever I need to aux.
For how long have I used the solution?
I have been using TalkDesk for the past six to seven years.
What do I think about the stability of the solution?
TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.
What do I think about the scalability of the solution?
TalkDesk's scalability is great for business as it is very scalable.
How are customer service and support?
The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before, I was using a tool called Ring.
How was the initial setup?
TalkDesk is deployed in my organization using a hybrid cloud.
What about the implementation team?
I purchased TalkDesk through the AWS Marketplace.
What was our ROI?
I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.
What's my experience with pricing, setup cost, and licensing?
According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.
Which other solutions did I evaluate?
Before choosing TalkDesk, I evaluated other options including HubSpot CRM.
What other advice do I have?
Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.
TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.
My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.
TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.
I would rate TalkDesk an eight out of ten according to my user experience.
Streamlines Customer Support with Cloud Efficiency
What do you like best about the product?
I like how Talkdesk solves the common headaches that come with running customer support, especially when using manual processes or old on-premise systems. It automatically routes calls to the right team using IVR and smart queues, which ensures proper call routing. I appreciate the dashboards, reports, recordings, and full history that Talkdesk provides, offering clear visibility and tracking, which makes it easy to manage missed calls and wait times. The cloud-based nature of Talkdesk is a big plus, as it allows agents to work remotely from anywhere with just a browser and headset. I also find the integration with CRM and texting tools like Salesforce, ServiceNow, and Zendesk very helpful because it consolidates everything in one place. Lastly, adding new users online without needing hardware simplifies scaling, and the quality recording and analytics help improve service quality.
What do you dislike about the product?
cost to high
What problems is the product solving and how is that benefiting you?
Talkdesk solves the headache of running customer support with outdated systems. It automatically routes calls properly, offers visibility with dashboards and reports, supports remote teams with its cloud-based platform, integrates with CRM tools, and simplifies scaling and quality monitoring.
AI automation has reduced handling time and has improved support quality across channels
What is our primary use case?
TalkDesk is our primary omnichannel product, and it meets the needs of our customers as it allows AI integration as well as opening up lots of different types of channels for customers to receive communication from their customers.
Our team uses TalkDesk as our telephony system for our inbound contact center that handles technical support for our organization, where we were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all of our various teams and clients, which TalkDesk provides.
TalkDesk allows our team to speak with our clients and customers effectively and seamlessly, and this is best used by our support staff to ensure our business needs are being addressed in a timely manner.
What is most valuable?
Some of the best features that TalkDesk offers are ease of use and customization, valuable training resources, responsive support, and also AI and automation capabilities, Agent Assist, and speech analytics and sentiment analysis.
All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs.
TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.
Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.
What needs improvement?
Reporting can take a long time to load, and the administration user interface can be unintuitive if you are not familiar with it, and it lacks bulk SMS capabilities.
The call update is not always accurate, and we can only see the actual number of calls we made the following day, so this should be improved.
For how long have I used the solution?
I have been using TalkDesk for five to six years.
How are customer service and support?
TalkDesk customer service receives a rating of five out of five.
How would you rate customer service and support?
What other advice do I have?
We are really satisfied as agents with TalkDesk because it helps us check how many inbound and outbound calls we have made so far, as an individual and also company-wide, and checks the calls of the whole team, and it is very user-friendly.
The advice I would give to others looking into using TalkDesk is that it is suited in every scenario, and the best part I love about TalkDesk is that it displays the customer information immediately, the moment a call comes in.
I have given this product an overall rating of nine out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Reliable and Intuitive, but Room for More Customization
What do you like best about the product?
I like how Talkdesk is reliable and easy to use. The call routing works well, and the interface is intuitive, which allows me to quickly access call information, recordings, and logs without slowing down my workflow. Its call routing, reporting, and integration features help streamline workflows and ensure customers are connected to the right resources quickly.
What do you dislike about the product?
While Talkdesk works well overall, there are occasional system slowdowns and minor connectivity issues. Some features could also be more customizable, and reporting can take time to load when handling large volumes of data.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to efficiently manage high volumes of customer calls, ensuring correct routing and reducing missed or dropped calls. It provides visibility into call activity for quick issue resolution, streamlines workflows, and maintains service quality.
Smooth, Fair Experience That Just Works
What do you like best about the product?
The best thing is that it works smoothly and feels fair.
What do you dislike about the product?
I think their support system doesn’t work perfectly.
What problems is the product solving and how is that benefiting you?
That solved my client support problem.
Easy for Agents, Packed with Detailed Reports
What do you like best about the product?
The ease of use on the agent side and the possibility of having various detailed reports
What do you dislike about the product?
The fact that does not exist the italian version for some features, not italian telephone support, not easy to build a flow and manage it
What problems is the product solving and how is that benefiting you?
At the moment no problems
Effortless Use with Strong Analytics
What do you like best about the product?
I like that Talkdesk is easy to use, which is very important for me. I also appreciate its strong call analytics as it gives me clear insights into call volumes, wait times, and agent performance. Furthermore, I find the initial setup to be quite easy, and I would rate it an 8.
What do you dislike about the product?
It should offer more customizable analytics dashboard.
What problems is the product solving and how is that benefiting you?
Talkdesk streamlines customer communication and improves response time. Its strong call analytics provide clear insights into call volumes, wait times, and agent performance.
Talkdesk: Smarter Cloud Support for Teams
What do you like best about the product?
Talkdesk solves scattered customer support by bringing calls, chats, and tickets into one cloud platform. It improves response time, gives clear insights, and helps our team deliver faster, more personal support.
What do you dislike about the product?
The setup can feel complex at first, and some advanced features need training. Pricing is on the higher side, and occasional call quality issues happen when the internet is unstable.
What problems is the product solving and how is that benefiting you?
I like the easy-to-use dashboard, smart routing, and strong CRM integrations. Real-time analytics and AI tools help us handle calls better and keep customers satisfied every day.
Streamlined Customer Support with Talkdesk
What do you like best about the product?
I like Talkdesk for its ease of use and how it centralizes all aspects of customer support in one platform. The intuitive interface makes it simple for both new and experienced team members to navigate. I appreciate the automation features like intelligent call routing and workflow automation, which save a lot of time and reduce errors. The integration with our CRM system allows us to maintain a complete view of customer history, making it easier to provide personalized support. Additionally, the reporting and analytics tools are excellent, giving clear insights into team performance and customer interactions, which helps us continually improve our support. The initial setup was fairly straightforward, and the onboarding guides and support resources were helpful, making the overall setup process intuitive and user-friendly.
What do you dislike about the product?
Occasionally, the system can feel a bit slow during peak call times, which can be frustrating for agents handling high volumes. Some of the advanced features, like custom reporting or workflow automation, can also have a learning curve for new users. It would be great if Talkdesk offered more intuitive guidance or templates for these advanced features, as well as faster performance during busy periods.
What problems is the product solving and how is that benefiting you?
I use Talkdesk for managing customer support. It ensures no calls are missed, streamlines call routing, automates workflows, and provides reporting and analytics, improving response efficiency and satisfaction, and helps in providing personalized support.
