I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.
Talkdesk
TalkdeskExternal reviews
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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 review
What do you like best about the product?
I like that features like call recording, voicemail-to-email, and automated assigning calls that can improve efficiency and professionalism. The ability to easily add or remove lines and adapt to the company's changing needs. I would like to highlight ensuring clear and uninterrupted communication is crucial.
What do you dislike about the product?
Sometimes it can happen connectivity problems, dropped calls, and system outages that can disrupt business operations.
What problems is the product solving and how is that benefiting you?
Nowadays some products do not provide scalability in terms of exploring scalable solutions that can easily add or remove users and features. Talkdesk provides adaptability to changing business needs and growth. The product provides robust, cloud-based infrastructure with high availability that allows increase reliability and minimise disruptions. The product delivers tools like call recording, reports and analytics, and AI-driven insights that improve customer service, compliance, and data-driven decision-making.
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.
Allows us to leverage metrics and analyze long calls using additional add-ons
What is our primary use case?
What is most valuable?
With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information.
We needed to ensure compliance with specific regulations, which agents could mention at any point during a call. These calls often lasted around thirty minutes, making it extremely time-consuming to verify compliance manually. Observe.AI, with its artificial intelligence capabilities, could analyze the calls and confirm if the necessary information was mentioned, saving us a tremendous amount of time and effort.
I have used TalkDesk for standard metrics and reports, such as tracking call activity and performance.
What needs improvement?
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped.
We never experienced issues like the application not loading, failing to make calls, or crashing.
For how long have I used the solution?
I have been using TalkDesk for two years.
What do I think about the scalability of the solution?
We were about 25-30 people. We never had any issues related to TalkDesk.
How are customer service and support?
Compared to other technical services, its support is excellent. The response, how they address the issue, and their politeness stand out. They are very professional compared to other companies you call. With TalkDesk, they always know what to do because their program rarely has issues.
How would you rate customer service and support?
Positive
How was the initial setup?
I have used TalkDesk with different companies, and its ease of use depends on the company's setup. In one instance, we needed a key to send to someone, who then sent an email back, allowing us to configure the account to make calls.
As a supervisor, I received one email with all the necessary configurations and a second email with a link granting supervisor permissions.
What other advice do I have?
It's not complicated to understand. Even those with a basic understanding quickly grasped it. It's very user-friendly.
If they want an application for making calls and analyzing the information gathered from those calls or metrics, TalkDesk would be a great tool. If you have already implemented AI analysis, then the potential is limitless. The AI capabilities for analyzing and referencing calls are amazing.
Overall, I rate the solution a ten out of ten.
Efficient tool for modernizing communication systems with good technical support services
What is our primary use case?
We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.
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.
Talkdesk review
What do you like best about the product?
What is good about talkdesk is that the buisness parteners decdicated to our account, (TAM CSM) want to shar wihin our success.
What do you dislike about the product?
What could improve with Taldkesk is the support. Once when we had an issue support implemented a change to fix the issue without our consent or notifiing use distipe Talkdesk's website saying otherwise. This caused us have to go on a tier 1 with the vendor to quickly restore key fuctionality.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving our need of our one platform for a contact/call center across a large sized organazation.
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