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Seamless
What do you like best about the product?
ease of use and reporting makes for the best use
What do you dislike about the product?
the integration within Salesforce causes conflicts in our system
What problems is the product solving and how is that benefiting you?
immediate call review is available - reporting- trending and customer satisfaction survey
Recommendations to others considering the product:
better marketing - all contact centers should be using this tool
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My Six Months with Talkdesk
What do you like best about the product?
Talkdesk is very easy to work with, if the need is straightforward. Currently, my company has probably one, if not THE, most complex and customized environment I've ever seen! To the credit of Talkdesk, their engineers worked until the result was right. I look forward in the future to having the same Admin capabilities, to be able to do more work at the line level.
What do you dislike about the product?
Because my introduction to Talkdesk is also a highly customized view, it is hard for me to provide a 'dislike' that would apply to other companies. However, not having root access is problematic, as any request from my customers requires engineers resources from Talkdesk, and the delay to completion has a negative impact on my deliverable. Also, there are basic GUI features that are not yet enabled, like a prompt before backing out of a change to make sure I hit SAVE. That alone would save so much frustration!
What problems is the product solving and how is that benefiting you?
Talkdesk was brought in to replace an on-prem Mitel PBX, and has been the primary source for our Admissions, Student Success, Faculty Support, and Placements contact groups. Due to miscommunications that occurred before I started, Talkdesk got a bad 'rep', which I am now actively chipping away at by highlighting out functions that haven't been researched yet, but would greatly benefit the organization!
Good quality on calls
What do you like best about the product?
Support team about the time to solve problems
What do you dislike about the product?
Project Manager dos not so qualifyed to help us. Reporting systems can be better.
What problems is the product solving and how is that benefiting you?
The bad point is the problems about sip trunk with ONI.
The good point is that we can adopt Softphones for everyone.
The good point is that we can adopt Softphones for everyone.
Recommendations to others considering the product:
The report session can be improved. We have a lack of reports on this tool.
Easy to implement. Callbar works great with good quality internet.
Easy to implement. Callbar works great with good quality internet.
Gives businesses excellent flexibility to make calls anytime, anywhere
What do you like best about the product?
The ease of use, and the fact it allows us to make calls anytime, anywhere. This has streamlined the processes of our business.
What do you dislike about the product?
The only down side, and it is certainly not a major thing, but sometimes when the internet quality drops it can make call quality poor
What problems is the product solving and how is that benefiting you?
Being able to work on the go and not be tied to a hard phone
Reliable and efficient system
What do you like best about the product?
Ability to set different ring groups
Easy reporting - ranking of operators etc
Easy reporting - ranking of operators etc
What do you dislike about the product?
Downloading of call recordings is exported into a messy excel sheet - I’m sure they could find a more efficient/user friendly way
What problems is the product solving and how is that benefiting you?
Sometimes the export of call recordings takes up to 6 hours to come through
Recommendations to others considering the product:
N/A
Flexible calling solution
What do you like best about the product?
Talkdesk integrates with our existing ticketing software. It offers all the needed call functions and stores call recordings. It also offers numerous add-ons, some of which are quite sophisticated. The reporting provides us with basic required stats such as SLAs.
What do you dislike about the product?
The integration can be a little buggy, sometimes we see unexpected behavior from the software that is inconvenient. These are minor issues, however, and don't impact our overall ability to use the software.
What problems is the product solving and how is that benefiting you?
We are an inbound call center and we needed call software that could integrate with our existing ticketing system, provide call functionality such as transfer and 3 way calling, and also store call recordings. Talkdesk does all of these things.
Recommendations to others considering the product:
Talkdesk is a good solution for managing incoming calls. Administration is straightforward and support is excellent. Reporting is available, with some limitations. It has useful integration with other systems, including ticketing systems.
Efficiency Is Key!
What do you like best about the product?
Talkdesk is easy to use and the system is so efficient.
What do you dislike about the product?
Better communication when site goes down.
What problems is the product solving and how is that benefiting you?
We have realized having talkdesk is helpful and very easy to use.
Didn't deliver the basics and doesn't have a mobile app
What do you like best about the product?
I am writing this review because 3 months after install, and we still do not have a phone system that works. And this is our fourth Voip system in 10 years, coming from RingCentral, which works, thank goodness, because we have had to switch back. However, be warned that Talkdesk is another one of those appexchange apps that gets your credit card and starts billing you a month before they even start the install (which took over a month). Three months later and $10,087 later, and we have switched back to RincCentral in order to get our phone calls and they keep right on billing even though their tech department is working on our issues.
What do you dislike about the product?
We were told that TalkDesk integrates so well into Salesforce, it would be like a native application. However, if you want to see stats, you leave Salesforce and go to Talkdesk. All of the activity records are stored in their own object. Other than that, the very worst thing of all is that the promised - solely in order to get our business - to release their mobile app by June 15th. I told them "okay, if that is the case, we will start the installation process and by the time we are done, the mobile app will be out." Our salespeople HAVE to work on their cell phones and with RingCentral you can make a call through their app and it shows up with the company number, so the customers don't get our personal cell phone numbers. But it is now September 8th and there is no sign of a mobile app. Supposedly there is a beta test group right now, but I am starting to doubt that also. Bottom line: they lied to get our business knowing full well that the IOS app would not be ready at all by June 15th, and now they are $10,087 richer, and we are that much poorer. And they are still billing even though we aren't using the service, have no phone calls going through for at least a month, and have not had a successful install yet with all of the things they told us we would get.
What problems is the product solving and how is that benefiting you?
None whatsoever. Although I do like the way the app works on my computer, but like someone else mentioned, you have to sign in through the browser AND through the callbar and then sometimes as well, through Salesforce. Most everything that everyone has complained about on G2 is true. If they say it doesn't work, then as of September 8th, it still doesn't work.
Recommendations to others considering the product:
Find another Voip provider if you have a company where people have to answer the phones all day long.
A solid tool for client communications
What do you like best about the product?
The interface is intuitive and easy to use with simple admin controls for setting up phone numbers and managing users. Very few dropped calls and very easy to call international numbers when needed.
What do you dislike about the product?
I would like to see more robust integrations with CRMs like ClientSuccess so conversations and/or transcripts can be saved to the client profile.
What problems is the product solving and how is that benefiting you?
When you're making hundreds of calls each day and both efficiency and compliance are important, it's great to have a tool that is easy/fast to use and keeps great records. We have multiple teams using Talkdesk and appreciate simplicity.
Recommendations to others considering the product:
It's a simple app. Easy to use. Not a lot of things you can screw up when setting it up and using it.
Very Nice Experience !
What do you like best about the product?
We had a need for a call center infrastructure and Talkdesk had a nice solution. From start to the end the process was very good. We were given an implementation specialist to set everything up and walk through from start to finish. Once the implementation is done, you are given a good customer support for any possible situation that can happen.
What do you dislike about the product?
There's not much to dislike. It's very easy to use and navigate .
What problems is the product solving and how is that benefiting you?
We use Talkdesk as our primary contact center software.
We also use the ability to monitor and playback recorded calls instrumental tool.
We also use the ability to monitor and playback recorded calls instrumental tool.
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