A great idea, but needs refinement

Talkdesk is currently utilized by our support organization as a call center option. The goal of TalkDesk was to improve our support's ability to understand calls currently waiting to be answered, where they are waiting to be answered, and create efficient routing methods. The problem we have experienced with TalkDesk is the call flow is a little confusing and requires you to become your own expert with the product. The support will join and help, but it takes days to get the right people involved. In addition, the reporting is consistently clunky and does not always represent what we are looking for.

I was having an issue with adjusting the way our data dipped into Salesforce pulled data and routed calls. After getting the second-level support, we initially thought we had resolved the issue. Quickly after hanging up I discovered that was not the case, and emailed the support agent back. The agent responded immediately, created a new support link, and helped investigate the issue. Once you get to the more senior support agents, they are fantastic.