Great platform with a room to improve

From my experience, having used a few different platforms before Talkdesk, it's one of the best available on the market. It offers a lot of useful tools, from reporting to great call recordings and live coaching (which is my favorite tool). Using live coaching you can listen to the conversation agent is having with a customer and you can guide the agent on how to handle the conversation, which is really helpful for everyone! As I mentioned before, it's a really good tool but there is room for improvement, some features need a bit more work, reporting, for example, is decent but could be more intuitive and detailed, Chrome extension, which is used for outbound calls could be better as well.

From my knowledge the implementation was really quick and smooth, even though I don't know the exact details of the implementation, it took just a few weeks to have everything set up and running! We did not encounter any issues during the implementation which was a bit surprising considering the previous experiences.

Talkdesk is great, it's pretty straightforward and easy to install and start using it. For example, for specific cases, you can have a dedicated line where only X person would be calling, which is an amazing tool. As I mentioned it's really easy and during the pandemic it was one of the easiest tools to set up on agents' laptops, just install and start using it, you could also use the mobile app which gives you more flexibility! Of course, there are some downsides as well. For example, we had routing issues, also the downtimes are unexpected and can last for a few hours.