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Very smooth implementation and transition
What do you like best about the product?
Excellent project management helped us to take this implementation at our own pace. The product itself is very user-friendly and easy for administrators. We have really liked the initial sales approach and regular follow-ups with very precise requirements gathering sessions compared to other vendors we scouted (Five9 and 3CX)
What do you dislike about the product?
The only thing that we didn't like was not having any flexibility in changing our billing cycle after the terms and conditions were initially approved. So, we would like Talkdesk to give customers a bit of flexibility in changing their billing cycles when really needed.
What problems is the product solving and how is that benefiting you?
With Talkdesk we freed up a whole body in our organization to use their time for more productive duties. Through no code Talkdesk Studio, we are able to make changes to IVR and menu options very easily and quickly by ourselves, which is excellent!!!
Not too shabby
What do you like best about the product?
The support. Quirks happen with any service, the real measure of a company is how they handle it.
What do you dislike about the product?
The quirks. Clicky audio, dropped calls, mediocre audio. In fairness, I haven't gotten in touch to resolve many of these issues.
What problems is the product solving and how is that benefiting you?
Can review calls for quality and to determine future support needs.
Talkdesk Experience
What do you like best about the product?
Talkdesk has a relatively easy-to-use interface. Their support department is also quick to respond and always helpful. We currently use Talkdesk for Studio and phone management.
What do you dislike about the product?
We are still navigating through the new updates to Talkdesk. The main barrier right now is the lack of admin options in the new version of Talkdesk. Still waiting for an update on this.
What problems is the product solving and how is that benefiting you?
Talkdesk helps us to integrate our staff with our phone systems. The onboarding process involved has been quite seamless so far. As an admin, this helps me to respond to requests in a fast and prompt manner.
Talkdesk Review
What do you like best about the product?
Using Talkdesk is so modern and a breath of fresh air compared to the old system that we used to use within the Contact Center.
What do you dislike about the product?
Sometimes there have been issues with screen recordings not coming through regarding a call evalution I have to complete for Quality Assurance. Additionally, when it comes to the Transcription History, there have been some concerns/problems with this section as well, not loading for certain calls.
We have submitted multiple tickets on some of these issues, and it can take some time to receive a response back. Or we have to ask for an updat many times to hear back from someone.
We have submitted multiple tickets on some of these issues, and it can take some time to receive a response back. Or we have to ask for an updat many times to hear back from someone.
What problems is the product solving and how is that benefiting you?
Can function more efficiently and be more productive with our time.
Talk Desk - a lightweight, high performance application with excellent support.
What do you like best about the product?
Coming away from a telephony system that was SIP-based, with separate hosted servers for the phone system, reporting and recording, it has been amazing to have an all in one package like Talk Desk. I have especially enjoyed using Talk Desk from an admin perspective. In comparison to creating call flows with other telephony systems, Talk Desk stands out. To both the tech-minded people and those of us less fortunate, it visually makes sense to design call flows in the simple way that Talk Desk supports. Whether you want to have variable waiting messages, assigning and exiting options, transferring to voicemails or just setting up individual agents' inbound flows. Another feature we like is the ease with which our agents can easily change their outbound number from the call bar. We are also really impressed with the integration we have into Salesforce.
What do you dislike about the product?
The biggest downside to the Talk Desk platform for me is the reporting. It seems to fall behind when compared to some of the competitors on the market. Simple tasks such as searching via a customer telephone number are not made easy. We have ended up training our agents to download the reports into Excel and then analyse them using the tools in Excel. This is a shame because Talk Desk is capable of delivering all of our other business needs. For such a small, yet I would imagine a fairly common feature that people want when using a telephony system the size of Talk Desk.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
What problems is the product solving and how is that benefiting you?
Following up on the issue with reporting, we have had to train our users to export reports and use Excel to search with more capability. This has been a successful workaround but a workaround nonetheless. This results in simple jobs taking much longer to do than I think is necessary. Talk Desk offers a range of different reports built into their system, but to omit such an obvious feature seems particularly strange.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
Recommendations to others considering the product:
If you're looking for a lightweight, high-performing internet-based telephony system-think Talk Desk
Talkdesk is a solid system. As a Salesforce Administrator I was a part of an evaluation team....
What do you like best about the product?
Talkdesk is a solid system. As a Salesforce Administrator I was a part of a team that evaluated this and other software to integrate with Salesforce. We did extensive testing and Talkdesk overall did a great job for what our Sales and Support teams needed. Allows for automation rules so there isn't much to manage.
What do you dislike about the product?
Have to add new users within TalkDesk itself - I can't fully do it in Salesforce.
What problems is the product solving and how is that benefiting you?
Reliable system for remote Sales and Support teams to accept and send calls to potential and current clients.
Recommendations to others considering the product:
Solid product to consider.
Literally the best and most intuitive interfaces for a "Call Center Solution" that I've ever used!
What do you like best about the product?
Every day tasks that used to take triple the time can now be completed in minutes with talkdesk.
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
What do you dislike about the product?
not really much negative to say... there always improving!
What problems is the product solving and how is that benefiting you?
Update - I can't stress enough how dependable the talk desk service is. I think the longest our system went down since we've had talkdesk is like 20 minutes.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Recommendations to others considering the product:
Solid product here, with a team behind it, continually innovating!
Always seems to be working great for my team
What do you like best about the product?
Very minimal lag when communicating with team. Althought sometimes the recording would show up sounding a little delayed, the updates that talkdesk did really helped our customer interactions.
What do you dislike about the product?
What i didnt like was that there were not many apps to connect to externally. It would be great to remove the "Salesforce connector" that would pop up within the app.
What problems is the product solving and how is that benefiting you?
Well overall as an organization we were able to use talkdesk both customer facing and to properly coach our teams as needed. Downloading and live coaching calls was amazing.
Recommendations to others considering the product:
I would recommend whenever you feel talkdesk is having some sort of issue, delay, or you feel it is missing something, head to your email to review their upcoming updates. It's like they know whats needed and always come through!
Talkdesk
What do you like best about the product?
Their Explore tab is very user-friendly, which helps you pull and create reports easily and efficiently.
What do you dislike about the product?
There are usually issues with small discrepancies that are resolved promptly while providing you updates every 15 minutes.
What problems is the product solving and how is that benefiting you?
Talkdesk has assisted in creating accurate reports to pull data for KPIs. Although at times we have issues with the Live dashboards, their reports have accurate data that helps us determine what we are seeing and reporting.
Care Manager
What do you like best about the product?
That the system makes the calls for you when you click on the phone numbers. It prevents a lot of mistakes from happening.
What do you dislike about the product?
The downtime that the system encounters, however there is always issues to arise no matter what the system is.
What problems is the product solving and how is that benefiting you?
Mistyping or dialing issues. You are able to place one person on hold then add another person into the call if needed.
Recommendations to others considering the product:
NA
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