We needed to be able to move to a cloud base solution for home working on a global scale and our current infrastructure would not allow for this growth.
We had been undergoing an ROI for sometime and while all of the interactions were amazing with all involved, it came down to deployability at the time.
inContact has all the functionality but it's clunky and support is not as great. Five9 is a great price but the UI is not as strong. We chose Talkdesk because we wanted something we could use as we grow. We also thought Talkdesk had the most potential for being a leader in the industry down the road.
Talkdesk blows these two competitors away. There is not a contest in my eyes if you ask me. Talkdesk trumps these competitors (if you even call them that) with their many different customizations, ease of use, remote workforce options, and the ability to be able to manage our employees from their homes.
Swyft used Talkdesk a little over a year ago and then we switched to Dialpad for a year. Talkdesk is 100 times better than Dialpad. The customer support at Dialpad was very poor and extremely slow. Even if we were able to provide all of the details that Dialpad customer service representatives needed, they were still unable to locate or solve the problems.
Honestly, it had to do with cost. Talkdesk offers a very great product at a very competitive price. While the other products had several things, Talkdesk gives you the ability to use what the business needs at the time instead of giving everything at once at a higher price. In some cases, you probably don't use it all anyway, so why pay for what you aren't using.
While I was only hired after the implementation of Talkdesk, I did hear feedback and complaints about the previous system while making the comparisons between the two. The older system (the name escapes me) was not as efficient when transferring a customer call to another employee. It didn't allow a warm transfer and it was often a blind call with no idea what was on the other end of the line.
Talkdesk was a less expensive option and provided more reporting and data. Talkdesk's customer support is way more helpful and responsive than RingCentral's.
Talkdesk is easier to manage and has a major advantage that is a native connection with our future CRM (Salesforce) solution. The fact that our agents are VPN and extra software free is also an advantage. They just need Google Chrome to start working on their personal or corporate computer. Right now we're going through some improvements in our solution to match our needs, and it's been a tough but rewarding path with mutual learning.
Myphoner is similar to Talkdesk. My personal opinion is that Talkdesk is a little over priced and Myphoner is able to do the same and more for a fraction of the price. That being said, Talkdesk is a little more reliable in some cases so a small percentage of my team has continued to use Talkdesk.
RingCentral was very glitchy and their customer service was abysmal. We constantly needed to reach out to RC with issues, and all the support we got was a new person each time "escalating" us to another tier. Very frustrating. We appreciate Talkdesk and their customer support, as they are way more responsive and attentive to our needs.
I have had no previous experience with other programs like Talkdesk but I do enjoy the user experience and layout and would definitely use it to compare other programs to. I do believe there is room for improvement with the app but I believe the web mode is very effective.
Grasshopper was fine when we were smaller, but it was definitely a burden to have to take all calls to me cellphone - it basically made it so that my cell phone rang off the hook all hours of every day. Talkdesk allows me to unplug in my off hours.
The company just uses Talkdesk, not sure what else they used beforehand but I'm sure Talkdesk is better and is the reason why we have stuck with it for a good bit now. Great experience so far and can only say good things about this platform and plan on using it for the future.
Should've switched over to Talkdesk sooner! Compared to RingCentral, the sound quality of the calls and the functionality of the Talkdesk app overall are much better and reliable. Talkdesk has made our job easier and in turn, made our team more effective.
Talkdesk is the only company I have used for online phone service. This is the first job I have used something like this for. I think this has made my job much more productive. I'm not sure how I would be able to get anything done without this software. The handsfree is the best.
Avaya Business Communications Manager (discontinued)
Talkdesk is not hardware dependent and allows mobile work. It has mobile versions as well as workstation-based versions. But, Avaya provides more control on the skill sets and priority of the agents on different queues. Avaya is also more thorough on the reporting side as the reporting is more customizable. There is a price competitiveness when it comes to Talkdesk, and Talkdesk does not require experienced users to manage it. It gives the agents flexibility and a view on the queue as well throughout the portal.
Talkdesk Enterprise Cloud Contact Center aims to enable companies to make customer experience their competitive advantage. According to the vendor, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
