TalkDesk Reviews

We use the solution for calls and call centers. My implementation was for a nonprofit that handles donations and reaches out to potential donors. They have a call center to receive calls from customers and people who want to donate over the phone.

It also supports sending text messages and includes text messaging prompts for automation, allowing people to make inquiries. Additionally, it integrates with other systems like Facebook Messenger and chatbots, which exist within TalkDesk itself and were configured for the organization's use.

The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system.

We faced issues with bulk SMS. 

I have been using the product for three months.

I haven't faced any stability issues. 

TalkDesk is highly scalable compared to RingCentral. 

Sometimes, support can take a longer time to provide answers. However, they offer a flexible support plan. If you want improved support, they provide a dedicated solution architect or customer engagement manager for an additional cost.

Positive

I didn't start the implementation; I joined in the middle during the second phase. From the second phase, the implementation was quite seamless. They have a support team that updates you on new features regularly. If there are features you need that aren't included in the VoIP system, they add them to the backlog and let you know when they are added.

The implementation was quite seamless. However, voice implementation isn't always seamless, especially when moving from one system to another or from a legacy phone system to VoIP. You must do porting, end phone licenses with the existing provider, and move to a new one. These are just some of its legal aspects.

The need was quite specific to certain functionalities, which they catered for. The ones they didn't offer were communicated and put in the backlog with a promise to update us if things change in the future. Some features were added to the backlog based on our requests and communicated when they went live.

Not everything was supplied because there is always room for improvement. Different services come at different costs, and they have the flexibility to cater to various needs based on how much you're paying for the service.

I rate the product a nine out of ten. 

I use TalkDesk for IVR applications, specifically for collecting payments. The system prompts them to enter their account number, checks their balance, allows them to choose a payment amount, collects credit card information including number, expiration month, and year, and then processes the payment.

TalkDesk and their online support are very helpful. I collaborated with another resource who managed the call routing. My role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel.       

One area for improvement is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, it lacks certain features for applications like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products.

I have been using TalkDesk for three years.

I didn't encounter any stability issues with TalkDesk; it worked reliably and was easy to manage.

Based on its solid performance, I believe it would handle increasing users and data well. In our organization, approximately three thousand users and an additional thousand patients use TalkDesk.

TalkDesk's support is lacking, with long response times and delayed product feature timelines. 

We switched from Vonage due to cost issues.

Setting up TalkDesk initially wasn't difficult, but it could be improved. Typically, I'm used to creating one application that can adapt to different environments through parameters, ensuring it works consistently across different stages like development or production. However, with TalkDesk, I had to create separate applications for each environment, which required some manual adjustments, especially for API calls.

The product is worth the investment based on its performance.

Overall, I would rate TalkDesk a seven out of ten. 

My advice to others would be to expect some learning curves with the product but to give it time as it becomes easier to use once you get familiar with it.

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information.

We needed to ensure compliance with specific regulations, which agents could mention at any point during a call. These calls often lasted around thirty minutes, making it extremely time-consuming to verify compliance manually. Observe.AI, with its artificial intelligence capabilities, could analyze the calls and confirm if the necessary information was mentioned, saving us a tremendous amount of time and effort.

I have used TalkDesk for standard metrics and reports, such as tracking call activity and performance. 

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped. 

We never experienced issues like the application not loading, failing to make calls, or crashing.

I have been using TalkDesk for two years.

We were about 25-30 people. We never had any issues related to TalkDesk.

Compared to other technical services, its support is excellent. The response, how they address the issue, and their politeness stand out. They are very professional compared to other companies you call. With TalkDesk, they always know what to do because their program rarely has issues.

Positive

I have used TalkDesk with different companies, and its ease of use depends on the company's setup. In one instance, we needed a key to send to someone, who then sent an email back, allowing us to configure the account to make calls. 

As a supervisor, I received one email with all the necessary configurations and a second email with a link granting supervisor permissions.

It's not complicated to understand. Even those with a basic understanding quickly grasped it. It's very user-friendly.

If they want an application for making calls and analyzing the information gathered from those calls or metrics, TalkDesk would be a great tool. If you have already implemented AI analysis, then the potential is limitless. The AI capabilities for analyzing and referencing calls are amazing.

Overall, I rate the solution a ten out of ten.

I am a call center agent, and we use the solution to make and receive calls. 

The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly. 

Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure. 

I have been using the solution for one year and two months. 

I rate the solution's stability a seven out of ten. Changing the status was sometimes a problem. Sometimes, you'd be on break or away, and the system would switch back to available status without you doing it, even if it were still your break time.

At times, I sort things out. 

We switched from Zendesk to TalkDesk because of the cost. 

TalkDesk's deployment is straightforward. 

I would recommend the product to others. It is an efficient and easy-to-use technology. It can handle calls and different portfolios. I rate the product an eight out of ten.