What do you like best about the product?

Talkdesk has been an amazing solution for our Call Center Operations at Insightly. It offers a clean interface, strong integration and solid support when we need help. Our deployment was painless and we got off the ground under budget and ahead of schedule. Our renewal was painless and straightforward.

What do you dislike about the product?

Wish they had a mobile app but I know this is in the making.

What problems is the product solving and how is that benefiting you?

We didn't have phone support prior to Talkdesk, our customers now have access to call our tech team directly.

What do you like best about the product?

I like the ability to make international calls with ease, and record those calls for review later. I can improve my sales revenue simply by refining my technique.

What do you dislike about the product?

Sometimes, Talkdesk has issues connecting calls, and calls will go through without audio on one end or the other. The dashboard will not tell you if audio is failing on either end, so you may sit there saying "Hello!?" without a clue.

What problems is the product solving and how is that benefiting you?

Making and recording calls with velocity, and serving our customers with assistance teams that can be reviewed and rated easily with valuable metrics.

Recommendations to others considering the product:

This is actually a good product that adapts well overall to help with call velocity and monitoring.

What do you like best about the product?

The ability to have in control the quality of calls, through the recording feature and the fact that I can pull out customized reports for my team. Makes it easier for me to manage and improve my team.

What do you dislike about the product?

To be honest there there's nothing I can think of that this product does not have it. So basically nothing, I'v been using other similar product cheaper versions but none of them has suited the needs of my work as Talkdesk does.

What problems is the product solving and how is that benefiting you?

We use Talkdesk to make inbound and outbound calls, with customers and partners. Customer Support mostly, but we use them as the only tool to connect with partners on daily basis.

Recommendations to others considering the product:

The best contact center tool in the market

What do you like best about the product?

Quick and knowledgeable Support team. Pretty intuitive and easy set up.

What do you dislike about the product?

Buggy as hell. Calls drop, agent can't hear customer, customer can't hear agent, agents receive calls while in not ready state, agents receive multiple calls simultaneously, phone stops ringing so agent doesn't know they're receiving a call, stop recording stops working randomly, random agents will just stop receiving calls despite there being no change to their settings... and that's just a few!
No way to export or import agents to make changes en masse yourself - you have to send a request.
Out of the box reporting is terrible. No drilling down on historical call data within TD - you can only filter by ring group and there is no ability to sort requiring you to export ALL the call data in order to drill down or filter (sometimes I have to do this multiple times a day to get basic info like when was the last time agent X received a call). Even if you use filters before exporting, none of the filtering carries through on the export you create.
Simple call center functionality is missing - if an agent tries to transfer to another department but everyone in that department is busy, they receive an error message. It should do what every other tool does and place you in queue until the next agent is available. As a workaround, agents have to call the actual phone number of the department and sit in queue, but that messes with the reporting. When making outbound calls agents are unable to select which ring group's ph# they want to appear on their caller ID. No overflow - let's say your IVR has 2 options and the customer presses option 1. If no one is available, the call will sit until one of them becomes available. There needs to be a way to have those calls go to the next available agent instead of waiting for someone with that exact skill.
Skilling - The more ring groups (skills) an agent has the fewer calls they receive. When you're managing several languages (which may have different goals) and skills (which may have different goals) across multiple call centers globally (which may have different goals) and you can't export your agents at will to view and adjust holistically, figuring out how everyone should be skilled to meet your goals is quite challenging.
The provider is aware of our issues and are working on fixes, but it feels like a big step backwards for us and I have little confidence that the aforementioned issues will be completely resolved any time soon. CCaaS providers typical response to the reporting issues is "it'll do exactly that, you just need to integrate with X tool." But they don't say that X tool also sucks out of the box and that you'll have to pay them or some other developer or consultant to get you what you want. CCaaS providers need to do more feature benchmarking - they should see what the companies that have been doing this for decades offer out of the box and do a better job of providing similar.
I'm only scratching the surface of our issues with this product. I spend an inordinate amount of time chasing issues, troubleshooting (if I get told to clear cache and cookies one more flipping time), and following up. If it were up to me, I would pay more (maybe even significantly more) for a provider that has been around longer and offers a more robust solution. If you need something very simple that can be set up fast, this might work. As soon as you start adding complexity, it falls apart.

What problems is the product solving and how is that benefiting you?

Was supposed to be less buggy than previous provider. Probably same amount of issues, if not more. No benefits yet, only issues.

Recommendations to others considering the product:

Try to find someone with a similar setup to your own who uses TD and see how it works for them. Do a long hard analysis on the costs of going with a more established provider vs the costs of going with less established and more development intense provider. Request a working demo and do more of a side by side comparison to your current provider. If you've never worked with or selected a telephony solution, hire an independent consultant with lots of experience so they can tell you what you need.

What do you like best about the product?

I love that it is very user friendly. Everyone I have trained on it picks it up very well! I love the monitoring feature, it helps me when someone from my team is handling a tough guest situation.

What do you dislike about the product?

I feel like it is difficult to take notes while you’re on a call. We also have to go into our crm (Salesforce) to manually save the guests’ name because we don’t have a way to do that through the web mode. The widget does let you buy it was creating two profiles for every one we saved a name for.

What problems is the product solving and how is that benefiting you?

Our phone service level is at an all time high. We have been able to centralize our company’s phone calls. Which makes it easier for us to truly serve our guests and deliver epic guest service.

Recommendations to others considering the product:

Easy tool to use for making calls and receiving calls over the internet.

What do you like best about the product?

ease of use, reporting, admin, set up and quick implementation

What do you dislike about the product?

nothing stands out, there aren't any major dislikes

What problems is the product solving and how is that benefiting you?

call routing

What do you like best about the product?

flexible pricing and continuous innovation

What do you dislike about the product?

dropped calls and failurento log calls in sfdc

What problems is the product solving and how is that benefiting you?

logging, recording and dialing for an inside sales team

What do you like best about the product?

I enjoy that Talkdesk is very user friendly!

What do you dislike about the product?

Honestly, Talkdesk is great! I really enjoy using it!

What problems is the product solving and how is that benefiting you?

We are eliminating fear from health insurance! And we realized Talkdesk has made it easy for us to implement our mission!

What do you like best about the product?

The solution is very flexible and allows are support teams to work from anywhere. Integrates with Salesforce and allows us to make performance visible to the company.

What do you dislike about the product?

Skills based prioritzation is not available at this time, but is coming soon.

What problems is the product solving and how is that benefiting you?

Ease of use and implementation. Allows us to route calls to improve our customer experience, having seen a 40% improvement in first call resolution.

Recommendations to others considering the product:

You are truly gaining a partner that is vested in your success.

What do you like best about the product?

It is very easy to use and allows you to integrate with zendesk

What do you dislike about the product?

I cant find anything i dont like about it.

What problems is the product solving and how is that benefiting you?

Calling customers