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.

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.

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.