We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.

TalkDesk has good integration capability apart from the default products and excellent customization capabilities. You can integrate with products available in the TalkDesk app store, including ServiceNow, Salesforce, and multiple other products. Additionally, if APIs are available, you can custom integrate with third-party applications that are not in the list, which is a significant advantage.

It helps tremendously because with our CRM we can access all call details, interaction details, and recordings. All information is available for each case. We don't need to open TalkDesk separately to check recordings, date-time, or other metadata. Instead, we can directly get all details from the CRM itself. There are additional features where information can pop up through a browser, so agents don't need to search based on who is calling. They can directly view the customer profile without going back and forth.

For startups, TalkDesk is a good solution because it offers basic functionality without too many customizable options, such as the dialer. It has a basic dialer and agentless dialer, but customization options are limited. There aren't many options for different schedules, list management, and complex features compared to other products. However, it works well for startups and companies seeking a reliable industry solution with minimal downtime.

The dialer functionality could be improved as it only offers basic features for agentless and predictive or automated dialing.

TalkDesk technical support is good, but they could improve their on-call support. Currently, support is mainly handled through ticket submission with email responses. While calling options exist, they prefer to communicate via email rather than providing direct call support as some other products do.

We have been using TalkDesk for around three years.

Implementation is much better with cloud products compared to on-premises solutions. Instance enablement takes less than a day to configure and start using. The only potential challenge might be obtaining phone numbers depending on the regions. Bringing up an instance is much faster compared to on-premises solutions, which is consistent with most cloud solutions.

Every product has its own advantages and disadvantages. Genesis is a top player but has limited default reports and dashboards with minimal customization options. Nice has good recording solutions. TalkDesk stands out with its user-friendly UI compared to other industry-leading products. It is well-organized, except for the studio flows which can feel somewhat disorganized. They introduced modules in studio flow a few years ago, but the interface for studio creation could still be more user-friendly.

There is definitely some ROI, but as a telephone engineer, we do not calculate business improvements or related metrics.

Organizations should consider TalkDesk based on their specific needs, whether they are startups or large organizations. For manual dialing, inbound calls, and basic AI integration capabilities, TalkDesk is suitable. However, for advanced AI capabilities and chatbots, other solutions such as yellow.ai might be more appropriate. TalkDesk is particularly good for basic inbound and outbound capabilities.

We tested AI features in TalkDesk such as Copilot and auto-translate, though we didn't extensively use them. These are valuable features as TalkDesk and other products are incorporating AI capabilities. The system can auto-translate calls and highlight repeated words based on customer scenarios, making it easier to identify contact reasons in specific industries such as hospitality.

TalkDesk is efficient and user-friendly for both small and large businesses. It excels in AI capabilities, inbound calls, standard outbound calls, quality management, and interaction analysis. The system allows for storing and checking real-time data, and with capable developers, customization of live monitoring and historical data analysis is possible through backend integration.

The voice functionality in TalkDesk is particularly strong and easy to train. The Studio flow allows for automation and UI customization for both agents and admins. Integration is straightforward, and agents can efficiently manage cases with automated data population and AI-powered interaction summaries.

On a rating scale, TalkDesk deserves an 8 out of 10 as it offers comprehensive functionality and continues to improve.

The solution is currently hosted on AWS and Azure, depending on the region, with most servers hosted on AWS. Customers do not have direct access to their servers but interact through the interface.

Neutral

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.

We use the solution for calls and call centers. My implementation was for a nonprofit that handles donations and reaches out to potential donors. They have a call center to receive calls from customers and people who want to donate over the phone.

It also supports sending text messages and includes text messaging prompts for automation, allowing people to make inquiries. Additionally, it integrates with other systems like Facebook Messenger and chatbots, which exist within TalkDesk itself and were configured for the organization's use.

The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system.

We faced issues with bulk SMS. 

I have been using the product for three months.

I haven't faced any stability issues. 

TalkDesk is highly scalable compared to RingCentral. 

Sometimes, support can take a longer time to provide answers. However, they offer a flexible support plan. If you want improved support, they provide a dedicated solution architect or customer engagement manager for an additional cost.

Positive

I didn't start the implementation; I joined in the middle during the second phase. From the second phase, the implementation was quite seamless. They have a support team that updates you on new features regularly. If there are features you need that aren't included in the VoIP system, they add them to the backlog and let you know when they are added.

The implementation was quite seamless. However, voice implementation isn't always seamless, especially when moving from one system to another or from a legacy phone system to VoIP. You must do porting, end phone licenses with the existing provider, and move to a new one. These are just some of its legal aspects.

The need was quite specific to certain functionalities, which they catered for. The ones they didn't offer were communicated and put in the backlog with a promise to update us if things change in the future. Some features were added to the backlog based on our requests and communicated when they went live.

Not everything was supplied because there is always room for improvement. Different services come at different costs, and they have the flexibility to cater to various needs based on how much you're paying for the service.

I rate the product a nine out of ten. 

The main purpose of implementing a solution like TalkDesk, specifically a CCaaS environment with the latest technologies, was to enhance the customer experience. That's one of the major focus.

We also focus on how this platform can help us achieve ROI and business improvements, as well as improve operational efficiency through automation. With the recent introduction of AI, we have seen a significant increase in productivity and efficiency for users, agents, and operations. 

Innovations in every aspect of contact center platforms are rapidly increasing, which greatly benefits the business. In summary, our focus areas are operational efficiency, agent productivity, business efficiency, and business improvement. These were the key factors we were looking for in a solution, and TalkDesk delivered.

Additionally, we are a managed service provider. So not only do we use this product, but we are also a channel partner for TalkDesk, reselling this solution to our customers and clients who have similar goals and requirements.

TalkDesk enhanced customer service with AI. There are three different sections where TalkDesk focuses on AI's ability to enhance solution productivity. 

1. Agent Efficiency:

One area is agent efficiency. They are enhancing this by integrating with large language models and generative AI.

• Integration with Large Language Models (LLMs) and Generative AI:

For example, one use case is the integration with knowledge management. Let's suppose a company has an in-house knowledge management solution. The TalkDesk platform can easily integrate with this solution and train on the local data. But not only with the local data, with the integration into different channels, they can even enhance the data training into the knowledge management resources.

So, a customer is looking for a specific input when calling an agent. With the help of interaction analysis, the platform captures everything the customer is saying in real-time. Based on the customer's input, TalkDesk, with its integrations into the LLM and generative AI, can bring out the information right in front of the agent so they can easily communicate back to the customer. This allows the agent to provide the right information at the right time.

• Automated After-Call Summaries:

Another use case is the after-call work summary. Earlier, this was done manually, but now, with generative AI, it summarizes the conversations, including action points, and provides a snapshot of the summarized conversation right in front of the system right after the call. This enhances agent productivity because they no longer have to spend time updating everything manually. It's all automated, including updating the customer relationship management system (CRM).

2. Operational Efficiency:

The second area is operational efficiency. With complete interaction analysis, TalkDesk can provide insights into the business, like:

• How agents are performing!
• What they are talking to customers about!
• What the customer is looking for, and product trends! 

This deep insight allows the business to make the right decisions at the right time.

3. Sentiment Analysis:

The third area is sentiment analysis, where AI plays a major role. It can determine whether a customer is happy or not and how the conversation is going. If a customer isn't happy with the agent's response, the platform can help channel the right agents with the relevant training to enhance their performance and better handle the customer.

These are the three major areas where AI implementation is focused, although there are other areas within the TalkDesk solution where AI is implemented.

There's room for improvement in dashboard customization. TalkDesk has a good set of dashboards, some custom dashboards available, and default out-of-the-box template dashboards. 

There are plenty of dashboards, probably more than twenty. You can do customization, but the level of customization you want to do varies with different customer requirements. 

Some customers may find it sufficient, while others may want more customization. So, there is room for improvement in the flexibility of the dashboard and reporting customization.

We were impressed with the way the features are bundled and how it works today. We haven't seen anything that we thought needed improvement except for the dashboard customization aspect. Otherwise, everything is okay.

I first used it in 2021. So, I have used it for 15 to 18 months. 

We haven't seen any performance issues. It is all good. The platform is geographically distributed around the world with about three to four data centers, so reliability and resiliency are not an issue. 

From the time we started working on TalkDesk and since it's been implemented in production, we haven't seen any major issues. There was only one minor glitch with the client agent, but it was very brief and didn't affect the business. All of our clients are really happy with it.

It is definitely a scalable solution. Not only TalkDesk, but all cloud contact center solutions today are CCaaS (Contact Center as a Service) and hosted in the cloud. Scalability is not an issue at all. You can scale up or downsize your agents easily without any issues.

TalkDesk adapted to the growing business demands:

Business growth and scalability will be different for different businesses. For example, some customers may initially onboard with 100 to 200 agents but have a projection of scaling up to 500 in the next 12 months. This is a commitment that starts from the beginning of the onboarding discussion with the vendor.

We have seen a couple of customers who scaled rapidly in a short span of time. They initially onboarded 50 to 60 users but doubled their agent growth within the next six months, going from 60 to 120 or 150. This isn't an issue now because we don't have to wait for that scale to happen. It's seamless; we can raise a support ticket or engage with the account manager to let them know we want to double your growth and add more agents. It is all seamless. 

Technically, it's just a matter of time. They need to assign the license and onboard the new agents onto the platform. It's a one or two-day job.

The user experience and the ease of implementation are the main pros. 

For me, the dashboard customization is the only con. Otherwise, there are no disadvantages. Everything is possible. Even if there are no out-of-the-box solutions available, you can do some customization, and everything is possible. The team is more than happy to help and achieve what the business is really looking for.

The initial setup is straightforward. 

1. Implementation strategy:

The implementation strategy usually starts with the customer clearly defining their requirements and what they want to achieve. Their business capabilities should be clear and concise because that will be the input for TalkDesk. 

From there, it starts as a consultative approach. When you have the inputs ready, you will be engaged with a TalkDesk consultant, and there will be routine calls with all the stakeholders involved. It will go hand-in-hand. There will be a designated project manager. 

The customer's requirements are explained, and the consultant will provide input and recommendations, including enhancements and best practices.

Once everyone agrees on the high-level design, it's signed off, and the implementation starts. TalkDesk will configure and deploy the solution, followed by sandbox testing involving engineering resources from the customer side. Once everyone is happy with the results, it's signed off and moved into production.

2. Deployment time: 

It depends customer to customer, on the complexity of the solution. Some solutions will be very straightforward, pretty much out of the box. If you have the input ready and the design secured, it's a matter of a week to implement everything, test, and deploy.

However, when customers have complicated requirements that require custom integrations, it takes longer. This involves different elements and modules, so it would take up to three to four weeks.

3. Maintenance: 

It is one of the major advantages of moving from a legacy solution to a cloud solution. You don't have to have any resources to maintain it. You are just the user. All the solutions are on the cloud and completely managed by Talkdesk. Because this is a contact center as a service, we use the service, but we don't maintain anything. So, in that aspect, there are no burdens or overheads from the customer side to maintain it. It's straightforward; if there are any issues, they raise a support ticket with Talkdesk's support team, and they'll get back to you as soon as possible. The support is good as well.

First, many legacy contact center platforms are on-premise based. They have a lot of on-premise infrastructure and cost elements that consume resources to manage and operate. 

That's one of the commercial debts because it's always eating up resources and the commercial element, particularly in maintaining the on-premise infrastructure.

• Increased productivity: Compared to cloud solutions today, there's a vast difference in features and functionalities. The new solutions can bring a lot of productivity, which is a return on investment you can count on.

For example, contact center agents usually take about ten minutes after each call to summarize and document their conversation with the customer. This was a manual process, but with new cloud solutions, it's automated. The interaction analysis elements of the new platform constantly analyze all communications and are intelligent enough to summarize those conversations, helping agents keep a brief summary right in front of their workspace. These elements increase agent productivity drastically.

• Resource management: Another major benefit is the elimination of managing on-premise resources, both hardware and the people needed to maintain them. This is completely eliminated when moving from legacy solutions to cloud contact center solutions.

• Business Efficiency: The third major thing is how you can improve business efficiency. There are a lot of automation in place now where all communications are transcribed or listened to intelligently. With new technologies in cloud contact center platforms, you get an analytical dashboard in front of your computer for every single communication between the customer and the agent. This provides the business management team with insights into where they need to enhance the business, whether it's positive or negative, in order to improve agent efficiency and operational efficiency or address customer needs and enhance their experience. These analytics give them decision-making power.

Stand-out features:

This isn't unique to TalkDesk, as there are multiple contact center solutions available in the market. However, TalkDesk has a user-friendly interface, especially the workspace that the agent uses. It's a single workspace where they can see all the applications integrated through the OpenAPI, eliminating the need to open multiple applications. 

They don't have to waste their time. They have a single view of all the data, whether it's from the CRM or the knowledge management resource. This is one of the positive advantages. Although other platforms have this, TalkDesk is one of the most user-friendly interfaces.

Overall, I would rate the solution an eight out of ten.