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.

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. 

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.

I have been using TalkDesk for two years.

We were about 25-30 people. We never had any issues related to TalkDesk.

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.

Positive

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.

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.

We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.

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.

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.

One area of improvement is the customization options for cloud storage.

I have been using TalkDesk for almost two years.

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.

The product is scalable. 

The technical support services are excellent. 

Positive

The initial setup was straightforward.

We evaluated other options, including vendors like Twilio and Cisco, before selecting TalkDesk.

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. 

I am a call center agent, and we use the solution to make and receive calls. 

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. 

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. 

I have been using the solution for one year and two months. 

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.

At times, I sort things out. 

We switched from Zendesk to TalkDesk because of the cost. 

TalkDesk's deployment is straightforward. 

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. 

We use the solution for our contact center and as our telephony system.

The most valuable feature of the solution is its ease of use.

The solution's reporting feature is sometimes delayed and could be improved. Sometimes, the reports don't update quickly enough, leading to backlogs.

I have been using TalkDesk for three years.

I rate the solution’s stability a nine out of ten.

Around 120 users use the solution in our organization.

We previously used a different tool and switched to TalkDesk because of its stability.

The solution's initial setup is very easy and fast.

TalkDesk's pricing is with the investment.

Before choosing TalkDesk, we evaluated other options like 8x8 and Mitel.

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.

I use TalkDesk for IVR applications, specifically for collecting payments. The system prompts them to enter their account number, checks their balance, allows them to choose a payment amount, collects credit card information including number, expiration month, and year, and then processes the payment.

TalkDesk and their online support are very helpful. I collaborated with another resource who managed the call routing. My role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel.       

One area for improvement is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, it lacks certain features for applications like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products.

I have been using TalkDesk for three years.

I didn't encounter any stability issues with TalkDesk; it worked reliably and was easy to manage.

Based on its solid performance, I believe it would handle increasing users and data well. In our organization, approximately three thousand users and an additional thousand patients use TalkDesk.

TalkDesk's support is lacking, with long response times and delayed product feature timelines. 

We switched from Vonage due to cost issues.

Setting up TalkDesk initially wasn't difficult, but it could be improved. Typically, I'm used to creating one application that can adapt to different environments through parameters, ensuring it works consistently across different stages like development or production. However, with TalkDesk, I had to create separate applications for each environment, which required some manual adjustments, especially for API calls.

The product is worth the investment based on its performance.

Overall, I would rate TalkDesk a seven out of ten. 

My advice to others would be to expect some learning curves with the product but to give it time as it becomes easier to use once you get familiar with it.

I am an IVR application developer. My company is using TalkDesk to develop an application for Ashley Furniture Homestore India, a retail shop. My company is developing TalkDesk and integrating it with Omilia. My company is using TalkDesk to connect with an agent and for all purposes, as well as to integrate with NLP and for all those that Omilia will handle. TalkDesk handles agent transfers and creates the flows.

With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it.

From my company, the feedback for TalkDesk stems from the fact that the tool is very slow when compared to Genesys with Cisco and other tools.

Recently, I have been creating outbound campaigns. For creating outbound campaigns, there is a need to add something in the agent as a recording of a document. If we have a proper document, that would be very good because for TalkDesk Studio, a clear and very good document was provided to our company to create any of the flows and all those things. For Alcon outbound campaign creation, agent mapping, and other such areas, there is no clear documentation. It would be good to make clear documentation from TalkDesk available.

The drawback of the tool revolves around the fact that I see it is very slow when loading the pages. If I want to download any reports, like a particular call report or anything, it will take only two minutes, and it should be loaded in seconds, but it takes too long.

The tool is very slow to load. Suppose I try to load any pages, including TalkDesk Studio's page or any reporting page. If I am trying to download any report for particular dates, the analysis part will take too long.

I have been using TalkDesk for six months. I am a user of the tool.

There have been no issues with the product's stability. Stability-wise, I rate the solution a six out of ten. The tool needs to be improved, especially since it has a heavy latency.

It is a scalable solution. Scalability-wise, I rate the solution an eight out of ten.

The solution's technical support team has been very supportive, especially when our company raises any issues. The solution's technical support team is easily contactable, and they respond. I rate the technical support a nine out of ten.

Positive

The product's initial setup phase is easy.

TalkDesk is easy to use, but a few things need to be improved.

I have not used the tool's AI capabilities. I have used only the survey part of the tool.

I will recommend the product to other people.

I think it is easy to use.

I rate the tool an eight out of ten.