FluentCloud vs. Talkdesk

I have tried a few programs over the years to record and track calls and this one is by far the best. Easy to use and more functions than I will ever use. I love the reporting options. There was one particular scenario that comes to mind where I was glad to have FluentCloud. I had a client that was really really angry, cussing, yelling, threatening suit, etc. because he had gone to an appointment almost 2 hours away and when he got there the woman told him that we forced her to schedule the appointment, that we were pushy and rude and she just wanted to get off the phone. Thankfully I found the recording and was able to prove to him that she DID schedule the appointment but she also picked the day and time, answered all of the questions and took absolutely no persuasion at all. Basically it was an easy close. The client couldn't believe it and still to this day he is my client.

Incentivized

If I was building a contact center from scratch with the intent of integrating AI features into my operations, Talkdesk would be a top choice. If you do not plan on integrating AI, you might find a lot of Talkdesk's offerings extraneous. Talkdesk's Copilot (real-time agent assistant, summarization, etc.) is very accurate for shorter calls. We have an ATT that is much higher than their customer base average, and the summary can start to become less succinct the longer the call goes on. We've noticed the same for automated QA scoring. This is more of a limitation of AI in general, rather than for Talkdesk itself.

Incentivized

• FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us.
• Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly.
• Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user.

Incentivized

• Talkdesk excels at reporting. It offers a wide range of reports, such as Aux, AHT, and productivity reports, which are great for monitoring performance.
• Talkdesk has speech-to-text analytics. This is an AI transcript system. The AI detects speech and transcribes it.
• Talkdesk is easy to integrate with other apps. Such as Calabrio and Zendesk.

Incentivized

• There are times when calls are really garbled, there was a couple months there that we couldn't listen to any of the recordings because they were not decipherable.
• They changed something recently where now when you are listening to a recording and you hit pause it takes you back to the beginning when you start again rather than just continuing where you left off. That is a pain in the butt because I have to pause quite often for interruptions.

Incentivized

• 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.

Incentivized

At this time there our research has found that feature for feature there isn't a better solution for our needs at this cost point. We have had great success and don't foresee a need to change

Incentivized

One of the best tools our there to tackle alot of our needs or issues within the organisation's and is value for money as you find alot of the features already in bedded and the Ai features are user friendly no need for additional training and Talk desk support when any issues arise is amazing

Incentivized

Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.

Incentivized

Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.

reports are good until a report is a big one in size then the wait is longer and some call reports delay by an hour or so which is not ideal as we pull these hourly and need them from Work force management perspective and Quality reports are perfectly fine

Incentivized

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.

The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.

Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.

Incentivized

We were very satisfied with the implementation of Talkdesk. The team was able to gather all the data and information about the system we had in place at the moment and delivered us a Talkdesk plan that suited our needs. We had a few calls after implementation where our questions were answered and gave us the confidence to continue using the system.

Incentivized

I have used others besides what is listed below but FluentCloud is by far the best I have used, especially when it comes to tracking and reporting call volume and production of our calls. Being a call center that is production based on call volume having something like FluentCloud is essential.

Incentivized

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

Incentivized

talk desk has helped us massively with flexibility of one system giving us all the relevant information we need to be able to drive improvement and also good service from work force management to quality improvement to the reporting of the work and inputs going in and assess outputs to determine the success of our work and remaining development areas

Incentivized

• FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable.
• The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use.

Incentivized

• Reduced hold times with callback feature = better CX
• Easy transfer option between teams where we can talk rep-rep first before bringing the caller in = less repeated information the customer has to provide = better CX
• Modified call dispositions allows for better call management & organization = less work on our end!

Incentivized