What do you like best about the product?

How the tabs are structured it is very easy to find the tabs/options we are looking for

What do you dislike about the product?

Rarely maintenance issues, most likely an intern issue.

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

At the moment i need to check a Live Call it gives me the option immediately to listen to it at real time, it makes my job faster and easier

Recommendations to others considering the product:

Awesome tool, highly recommend

What do you like best about the product?

The most helpful thing about Talkdesk is being able to pull all your communication data into the same place. The interface is very simple and intuitive. The integrations are very flexible and easy to use. The builder for the IVR is very flexible and intuitive. It makes the creation and testing very simple. There are some amazing dashboards and reports. The ability to track all calls with full call detail and pull up all activity from a customer and go straight into playing back a call recording resolves all questions about what happened with your calls. You can see alerts when you are not missing your SLAs. You have full transparency on what your agents are doing. It is the best call center solution I have seen for calls. Their onboarding team is amazing and very responsive. They have been beyond helpful. Whenever we point out a problem, they get as much detail as possible and fix it, come up with a workaround or submit an enhancement request. One last thing is that setting up Microsoft Single Sign-on took less than five minutes. That was very impressive, but a perfect example of how easy the system is to use.

What do you dislike about the product?

They are still new in Omnichannel and their SMS and Email functionality is not complete. They are missing alerts when new SMS or emails land in an inbox. They are also missing the ability for a supervisor to monitor their team's inboxes and see the messages they are currently assigned and view the interactions and reassign them if needed. There is no way to automatically unassign a message when the agent logs out or based on a time limit. There is also no good way to see that message history inside of Talkdesk. You should be able to see the message history the same way you can listen to call recordings when you pull up call activity. They also need work on their newly released mobile app. It has no notifications of missed calls, new texts or voicemails and you cannot listen to a voicemail from the app. The other problem is integrating phones with your call center. Most organizations have a call center and other users that are not part of that call center, like billing or HR. You want to give them phone licenses instead of Call Center licenses. The Talkdesk answer to this is Talkdesk Phone. Talkdesk phone works just how you would want it to. You can set up a physical SIP phone and it will make and receive calls or you can use a mobile app. It is a great product, as long as you don't need to use it with a call center. Right now, you cannot add TD Phone's to a Talkdesk Ring group, but that is supposed to be coming in September. Your Talkdesk Phones also do not share a phone directory with Talkdesk Call Center so you can call each other between systems or transfer calls. All of these things are being worked on and should be in releases soon, and I hope they are because it is a great product that could be amazing if these things were completed. In their defense, Omnichannel is very new and we joined an early release program, so if those things don't quite feel complete, it is because they admit they are not. TalkDesk has helped us work around many of these limitations with email alerts that show you have a voicemail that links to the VM to listen on mobile, or integration with Salesforce to see conversation history there. These workarounds have made the product work more like we hope it did and make us excited to see what happens when the rest of the work is done. One last thing. Cloud-Based Call Centers are expensive but fully worth their cost. Talkdesk is very competitively priced. The Talkdesk Sales Team, to make a sale, will strip down Talkdesk to lower the price. They are not doing themselves or you any favors. Paying less for a partial product only frustrates your team and makes the product look worse than it is. If you want a call center, pay for a call center and buy the whole product. It will be worth the investment when you have complete control over customer interaction and features that increase buy-in from your team by making their lives easier.

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

Talkdesk is allowing us to get detailed insights into all of our calls and call volumes. It allows us to reconfigure our call center workflows on the fly as problems or staffing issues pop up. It is a great product.

Recommendations to others considering the product:

Like any good project, understand your current workflows and create new ones.

What do you like best about the product?

The interface and user friendly experience.
Convinient to use.
Helps alot to get in touch with colleagues.

What do you dislike about the product?

Can work more on latency's.
Other than latency nothing in particular.

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

Talk desk helps with call recording facilities.
Works efficiently.

What do you like best about the product?

Reporting & Dashboards make it easier to keep track of calls, insights on calls and users make it super efficient

What do you dislike about the product?

Cluttered UI especially at admins end makes it difficult to find things sometimes

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

Clients need to setting up an outbound team and providing that crucial insight. Talkdesk resolves it seamlessly and helps to get all the data and results desired

Recommendations to others considering the product:

Talkdesk can be your one-step solution with regards to contact center solutions and provides you the crucial insights and experience to deliver an enhanced customer experience. It enables your team to deliver efficiently and improve productivity at the same time by giving you that useful analytics

What do you like best about the product?

App feature and ease of product, quality the platform offers our company

What do you dislike about the product?

Freshdesk interaction and that honestly is it!

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

NONE everything has been absolutely perfect so far and Seira is hands down amazing

Recommendations to others considering the product:

Don't wait! We have used several other companies and none compare

What do you like best about the product?

The user interface is quite friendly. It is very easy to understand and use. I also like the customer service, which is quite good and fast to respond. Whenever there is a system issue, they are usually quite quick to respond and begin working on it.

What do you dislike about the product?

There are frequent server outages and maintenance that need attending, as well as sometimes some glitches that need fixes and updates. It seems like the program is more of a prototype than an actual finished product, though, for the very basics of customer service solutions, it works quite well. Some statistics and live data features are often quite slow to load sometimes as if there were not enough server power. I´ve also heard a lot of opinions from my company's management that the pricing is a little excessive, and if you want to be able to use more basic features, you have to pay more and more each time.

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

I would say the area of most strength for Talkdesk right now, is the user interface, which is neat and easy to use. It is also very easy to look up a specific topic or procedure on the online manual in case you need help learning how to use something, it lets you search by keywords and the manual is quite complete. Unlike other platforms which are not as user-friendly and do not have manuals that are easily accessible or as understandable as Talkdesk´s is.

Recommendations to others considering the product:

My recommendation would be to be willing to pay a little more than just the basic features access if you are a business that is planning to use Talkdesk for voice customer service. Because just using the basic features does not allow to monitor agents effectively, which easily allows them to cheat the system and their metrics and avoid their job in several ways. You need to be able to pay for more advanced features such as screen recording and being able to see if the agent pressed the hang-up button or not.

What do you like best about the product?

With Talkdesk, keeping in touch with business associates worldwide is a snap - just one click away. Talkdesk's customer service is top-notch, available 24/7 to help you with any problems you may have. The call quality is excellent, and the UI is user-friendly.

What do you dislike about the product?

Although the reporting can be done, it is not easy to track the team.

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

Talkdesk is the industry standard when it comes to customer communication software. It is known for its reliability and usefulness and has been trusted by businesses for years. Talkdesk is an essential tool for any business that wants excellent customer service.

What do you like best about the product?

The Talkdesk is highly customizable and easy to integrate with other support platforms. The call bar is visible on the computer screen, so agents can easily see when a call comes in and when it has been missed. You can set up virtually any requirement you wish, such as how long the call will ring and how long you'll be on hold.

What do you dislike about the product?

Dropped calls can sometimes cause problems

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

Multi-language support is essential for proper call distribution. By respond quickly to calls based on language and priority, we can ensure that everyone gets the help they need.

What do you like best about the product?

the ability to manage all agents- create a complete experience

What do you dislike about the product?

dropped calls - alot of calls are either dropped or ring once and hangup

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

They have great help center to help troubleshoot and get it resolved

What do you like best about the product?

I love many things about Talkdesk, but one of the things I appreciate most is the ease of use. The interface is so simple and easy to navigate, and I love that I can easily customize my call flows and settings to match my specific needs. Also, using Talkdesk with my existing CRM system is a huge plus!

What do you dislike about the product?

The product lacks any helpful tutorials or training materials that would be useful for end-users.

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

Talkdesk has helped us provide excellent customer service via phone calls by making it affordable and easy to use. The low cost and straightforward interface make it an excellent solution for us.