Talkdesk CX Cloud

What differentiates Talkdesk CX Cloud from other similar products?

The upside of Talkdesk would be the practicality, it's pretty straight forward. Platform allows you to get make calls with ease, record and listen to them. Another great feature is the widgets! Having important information one click away is really useful.

What is your favorite aspect of this product?

Coaching for sure, being able to guide anyone during a call, while other side can't hear your voice is amazing! It allows you to help people solve difficult cases, while they can relax knowing that manager or someone else is there to help them out.

What do you dislike most about this product?

From personal experience, I would love to have a bit more advanced search of calls, even though it can be managed, having more detailed search would save some more time. Other than that product really delivers! Of course there are some occasional breakdowns but it happens with everything time to time.

What recommendations would you give to someone considering this product?

I would like to see some more search/reporting features, filters to filter out some specific data I'm looking for.

What differentiates Talkdesk CX Cloud from other similar products?

Talk desk's easy to use interface for administrators and integration capabilities out of teh box with CRMs like Salesforce make this an excellent choice for your Contact Center Technology needs. Having evaluated the product in 2019 and then again in 2021, in two sure years I saw a huge difference in capabilities made available on their roadmap. If they continue to progress this way, they will surely move form challenger to leader in teh magic quadrant. Consider a move today for future tomorrow while they are building a product based on customer feedback.

What is your favorite aspect of this product?

Easy to use studio graphical interface and simple click throughs to connectors of CRM tools. The links in email, slack and salesforce were fast and accurate.

What do you dislike most about this product?

Lacks complete maturity of full omni channel capabilities and web integration, mobile use. The speed at which they are developing however, these will be there in no time.

What recommendations would you give to someone considering this product?

Compare roadmap plans and cost vs the other providers in this very crowded space.

What differentiates Talkdesk CX Cloud from other similar products?

I believe that one of the biggest points is that it runs through web based system. It can be easily integrated with CRMs and it's very easy to add or remove skills for your team and have several people with high privilege credentials without taking hours or days for the changes to come into effect.

What is your favorite aspect of this product?

The simplicity of the tool. It makes all things easy by having default reports, easy filters, customizable dashboards that can include people, queues, productivity KPIs, etc... It never complicates stuff and you can easily find what you need using the online dashboards.

What do you dislike most about this product?

Reporting has some bugs and usually needs to have all the data downloaded into csv files to get better view of information or pivoting the data. It's an extra step that they could easily remove by improving the reporting design in the webpage.

What recommendations would you give to someone considering this product?

I would suggest to check for their company PC restrictions as it could potentially block features from the app. If they purchase this product and have equipment with strong PCI rules, it's important to have a complete app testing before installing it to ensure that the app runs smoothly. I would also suggest looking into the reporting dashboards and default reports before relying in the information and making sure you get what you're looking for because there are several reports with similar data, but you need to download it in order to understand how it's filtered and it does make a difference.