Talkdesk: Great product but room for improvement!
April 21, 2023
Talkdesk: Great product but room for improvement!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is our service provider for phone line contacts. The business issues with Talkdesk relate to technical disruptions that can occur for agents - which can impact our frontline operations. Select issues include: - Unable to update Status (and therefore, unable to take inbound calls) - Select technical issues (receiving inbound call when currently on a call, connectivity stability, etc).
Besides that - Talkdesk is a solid product to use.
Besides that - Talkdesk is a solid product to use.
- Attendance Visualizer: Understand where your team is at and what they are working on.
- Custom Dashboards: Easy to manipulate for the information you want access to
- Easy to download Reports
- Technical / service Updates: Provide a more reliable user / client experience.
- Technical / service Updates: Poor ability to get assistance for issues. When attempting to flag product issues i've been told by support my request can only be escalated if i'm the account manager.
- Ability for integration for AI Services. Talkdesk could implement its own voice automation service within the product to allow.
- Reduced Ignore Calls
- Reduced Rejected Calls
- Increased service levels
At this time Talkdesk has been able to provide exceptional support in regard to dashboard creation, data management, and modifications to our IVR tool This has allowed us to craft the product to our individual needs and identify the best way to drive success with what is required for our business model.
Do you think Talkdesk delivers good value for the price?
Not sure
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Talkdesk go as expected?
I wasn't involved with the implementation phase
Would you buy Talkdesk again?
Yes