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Freshdesk Contact Center
Vonage Contact Center
Verint Workforce Management
- Industry: Information Technology & Services
- Company size: 201-500 Employees
- Used Daily for 2+ years
Talkdesk for users
overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus
ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app
sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page
- Industry: Hospitality
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
My Talkdesk experience
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.
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
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
- Industry: Internet
- Company size: 11-50 Employees
Worst experience we had
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.
Nice app, nice design, easy to use, good quality of sound.
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.
Response from Talkdesk
We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.
- Industry: Accounting
- Company size: 1,001-5,000 Employees
- Used Weekly for 6-12 months
Good call center sodlution
No negative things about the use of this pleasant solution
The standard of call center management is really great with Talkdesk, I enjoy using it to communicate with ours customer.
Does not offer a lot of services as we would like. I think improvment can be made.
- Industry: Education Management
- Company size: 51-200 Employees
- Used Daily for 1+ year
Great experience so far
We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.
TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.
Alternatives ConsideredNICE CXone
Reasons for Choosing TalkdeskVery difficult to customize or even to pull reports from.
Switched FromNICE CXone
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