Likelihood to Recommend The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
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 Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it. Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica). Ease of use: It works well whether in the office or WFH (which many employees do regularly. 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 I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone It would be nice if the process to add other team member's numbers to our desk phone screen was easier 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 We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
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 RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
Read full review 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 We honestly did not need much support but whatever we wanted was resolved via email and that experience was nice but took a bit of time
Read full review 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 As I recall it was not a very cumbersome implementation and we were up and running as promised
Read full review 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 RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
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 With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened. Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings. RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person. 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