Talkdesk CX Cloud

What differentiates Talkdesk CX Cloud from other similar products?

We can work from the Talkdesk platform to answer and make all our phone calls through the control team and audit the phone calls that subordinates have with our customers, through the auditor we send the collection of that data on phone calls for analysis, staff planning and agent performance.

What is your favorite aspect of this product?

Due to the simplicity and ease of using the tools for the product has all the features, including the ability to call anywhere highlighting that can reach international levels and taking out many of its variables in truth the platform is very complete at the structural level and tools for us who are carriers of the service as we also have a digital voicemail, contact management, analysis statistics and integration with CRMs.

What do you dislike most about this product?

It should have better performance in functions such as merging contact information, so as not to have numerous duplicate contacts in the list and the version in the web browser is not responsive at times and it is necessary to refresh the page to return to the page we were, add a report schedule also so that they can be visual as having a visual representation of the status of an agent throughout his shift.

What recommendations would you give to someone considering this product?

We had the opportunity to use other software because we did not know Talkdesk and we had many misfortunes along the way because it did not fulfill basic functions such as connecting all calls, which meant that a customer would call us and leave a message, but none of our agents were called or notified. And like that a lot of other problems. We recommend Talkdesk It is very suitable for large teams. We currently have a team of 75 people and it works great for us.

What differentiates Talkdesk CX Cloud from other similar products?

Since we have been using this software, communications with our clients have advanced and improved greatly, since we can attend them quickly from any of the available channels, in the same control panel. It has a user interface that is really simple to use and very friendly, making the whole team adapt to it quickly.

What is your favorite aspect of this product?

In the area of telephone service, it has important tools such as call recording and routing of each call, so that the most skilled agents can solve customer problems. This routing option also has other communication channels such as chats, email, messaging and more, so that all customers are served in order of priority and with the agents trained to meet their demand.

What do you dislike most about this product?

I imagine that, being such a complete software, it can slow down and be heavy at times, so having a good internet connection and a good computer, is important so that the program does not hang. To access the history of calls and customers is cumbersome, since it does not have a good search engine, to easily find the call, chats or customer we are looking for.

What recommendations would you give to someone considering this product?

It's a great tool because it's almost 100% online, but it's better to log in and call and do nothing else. Also, the exporting of caller groups is not very good. I like that it is primarily web based, and having to download the call bar to make calls makes it more difficult for the user. The design of the phone is a real drawback, TD only has one level design, so it can be difficult to sort through phones, especially when you have reps with multiple skills.

What differentiates Talkdesk CX Cloud from other similar products?

its ease of use and admin functions and building are easy to manage

What is your favorite aspect of this product?

I can log in on any device, and the single pane of glass with the new workspaces is awesome!

What do you dislike most about this product?

their digital platform has a lot of growth potential, but it has some gaps at the moment

What recommendations would you give to someone considering this product?

go for it! You will love the experience, and if you are migrating over from another CCaaS platform, it is very easy! No headache!