Talkdesk

"TalkDesk is above the rest! - Cortney K"

Opmerkingen: TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Pluspunten: The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Minpunten: Sometimes the audio is best when connected via ethernet cable.

"Great sound quality... Admin page has room for improvement."

Pluspunten: What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Minpunten: Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

"Worst experience we had"

Opmerkingen: I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great. Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number. After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money. This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pluspunten: Nice app, nice design, easy to use, good quality of sound.

Minpunten: Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

"My Talkdesk experience"

Opmerkingen: All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Pluspunten: The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Minpunten: I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

"Talkdesk was there when we needed it"

Opmerkingen: Easy to use, with the options to expand and customize TD to your needs.

Pluspunten: I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

Minpunten: I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.