Likelihood to Recommend Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more. Powerful predictive dialing--gives the option to change between dialing modes without interruptions. Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey. Offers the possibility to save interaction outcomes and present them in monitoring and reports. Cannot replace a corporate PBX. Read full review
In comparison to what we were doing previously, we have been utilizing TalkDesk and SalesForce for our organization for more than a year, and I am incredibly grateful that our team found this platform. It took us a few weeks to get used to TalkDesk after we switched from SalesForce. My team and I have never found anything easier; calls are immediately documented, cases automatically fill in with the right information, and information can be tracked down quickly. There is never a better service than what we receive from Talkdesk Live on our dashboard. It is really useful for managing our agents and measuring our service level rates, which is crucial if you work for a customer-driven business or job. Wonderful service, indeed
Read full review Pros Predictive outbound Offers a reliable CRM-lite option GDPR platform module Customizable reports Powerful IVR flows with many options Web-based management and agent applications available Read full review We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer. We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents Read full review Cons User interface Offers no direct access to its database Support responsiveness could be better Read full review Frequent bugs Easier access to the 'recent activity' when on a call with a customer Be able to change your future status, while still on a call, like it was possible before Editable 'home' page Sending user to offline or another status randomly Less phone delay Read full review Likelihood to Renew
Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice. It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request
Read full review Usability
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
Read full review Reliability and Availability
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review Performance
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review Support Rating
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Read full review In-Person Training
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review Online Training
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review Implementation Rating
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
Read full review Alternatives Considered
Altitude uCI offers some CRM capabilities that
does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While
is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
Read full review
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
Read full review Scalability
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
Read full review Return on Investment Reliable prediction improves productivity Multichannel integration offers an all-in-one solution Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions Can work with existing corporate PBXs (Cisco, Alcatel, Avaya) Read full review Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool. Increase in quality audit scores through weekly reviews by this tool. Employee morale and company survey as agents are not stressing with the easy use of this tool. Reduced average handle time to ensure first response is addressed or first rings are addressed immediately. Read full review ScreenShots