OpenPhone vs. Talkdesk

If you have more than 2 people in your organization, then this will save you so much time. Delegation is the key to starting a business. Even when you're a 1 person show, being able to present to your user base the differentiation of options for client communications is critical. As a founder, feeling compelled to be always on is something I strive not to be. OpenPhone gives you that flexibility. I have found it to be less appropriate in complex HIPPA compliant areas, but that is it. OpenPhone really does seem to suit an open array of use cases.

Incentivized

Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

Incentivized

• It's great for texting.
• It's great for making phone calls. You get a new, unique phone number and can text/call from phone or desktop.
• UI is great and really intuitive.

Incentivized

• Receives calls immediately and connects well.
• Making outbound calls and having Talkdesk display the name associated with the number.
• Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
• Being able to check on colleagues on whether they are available.
• Able to track your work for the day, the amount of calls you made and received.
• Being able to check your Daily and monthly score from QA.

Incentivized

• Web app could work better in my experience
• Pricing could be lower
• Somehow connect with whatsapp or / and other messaging apps that people commonly use

Incentivized

• From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
• Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
• We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
• Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
• Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.

Incentivized

Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.

Incentivized

In my experience, App features are buggy and confusing, and they often don't match the descriptions and screenshots in their documentation. In fact, many of their help links go to 404 "page not found" errors. In my experience, there are frequent outages and quality issues. My customers prefer to talk to me on a different line, because they find it difficult to understand me on OpenPhone.

Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.

Incentivized

For me, there have been too many outages to rate this higher than "1 worst".

Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.

I think the platform is buggy and confusing. There are numerous outages. And the call quality, according to my customers, is atrocious.

I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.

In my experience, their support feels like the opposite of support. They send you in circles, never directly answer questions, provide vague suggestions with unwanted platitudes, and they often take days between responses to provide that. For me, it's a frustrating experience that leaves you with a net loss of time and energy versus before you reached out to them. In my opinion, you definitely don't get "support".

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.

Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.

Incentivized

Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc

Incentivized

OpenPhone has an easier user interface than Grasshopper. Years ago when I was using Grasshopper, I recall that their user interface looked antiquated and full of complications. They would also update the interface just as everyone was getting used to using it. OpenPhone has many more functions. Grasshopper's app did not offer basic functions such as in-app texting between team members, and its call transfer function was incredibly complicated to use. In my opinion, Grasshopper was an inferior service/product in almost every way.

Incentivized

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

Incentivized

In my experience, Billing lacks transparency, and they have made billing errors (overcharging me) since I started using them. I think the "trust registration" is an insane ripoff charging around $20 for every attempt. Crazy.

In my experience, I can't even scale up to sending messages from a single number because of their broken and messed up "trust registration" system.

We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success

Incentivized

• Provided us with a simple, yet robust phone system for our small business
• Price can be lower for premium, and for multiple users

Incentivized

• Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
• Increase in quality audit scores through weekly reviews by this tool.
• Employee morale and company survey as agents are not stressing with the easy use of this tool.
• Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.

Incentivized