Likelihood to Recommend So I haven't had one where it's not appropriate at all unless somebody was going pure cloud. Obviously, this is not a cloud product, but from an on-premise solution like the IP office is, we've sold it to companies that have five users and we've sold it to customers that have thousands of users. So it's very expandable, adjustable to be it's hybrid, so it's IP and digital mix capabilities. So that's a strong suit.
Read full review Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Read full review Pros Centralization is key. If you want to have all of your facilities on one phone system, to help mitigate telecom costs this is the system for you. You purchase the necessary licensing (one time purchase) and the licenses stay with you as long as you stay on that platform! Flexibility is fantastic. Whether you want to use the IP Office as a key system, or replace your existing partner system, or run as a PBX. This system will do it all, I was very impressed with the compatibility of the IP Office with legacy equipment. Have a Partner system? Not a problem. Have a Definity system? Not a problem! Broad based technology. You can utilize CO trunks (POTS lines), ISDN/PRI, T1, SIP, etc.... What ever your carrier hands off to you the IP Office can integrate with. No need to work with a third party vendor to get your interface up and running. AVAYA is a one stop shop, and if you have an existing warranty, just upgrade your IPOSS information on the system and your new hardware is covered. 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 Rush for updates. At times an updated will fix one problem, and inadvertently create another. However with due diligence from your business partner (Tektivity) patches are tested before being rolled out in production environments. Part itemization. If you purchase a new system, the power cord does not come with the unit, that is a separate part. Very minor in the grand scheme of things but as a reseller and a customer still somewhat annoying. Large convoluted organization. As a user trying to navigate the AVAYA website, and track down information can be daunting. Even calling support can be challenging, you never know if your call will be routed to India, Brazil, or Denver. That is why the relationship with Tektivity is so important. You can leverage your business partner to get the answers you need so you can spend your time tackling issues that need your attention. Read full review From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues. Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product. We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list. Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting. Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc. Read full review Likelihood to Renew Oddly enough I have been impressed with the IP Office platform so much that I have integrated one into my home. My wife was not happy with it initially but once she started using it she was very happy with the results. It helped that I programmed it to work just like a home phone but with features and options that I can utilize remotely. I would be more than happy to put an AVAYA IP Office against any other phone system on the market, and let you be the judge.
Read full review Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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.
Ken Cohen SVP, Business Development and Consumer Sales
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 Much better feature set with Avaya IP Office, and I really feel you're getting feature-rich telephony for a well priced switch. The system is very adaptable and a much better fit than legacy key systems and cloud-based UCaaS solutions competing in the same market.
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 When selling to a prospective customer, I always do a 10 yr ROI to show the benefits of Avaya IP Office or ACO and which scenario would fit best. CAPEX vs OPEX Number of phones needed as well as other features need to be considered to determine if Avaya IP Office fits best. 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