Natan Figueiredo
Contact Center Supervisor · 51-200
1 review written · 4.0 average
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Reviews by Natan Figueiredo
★★★★★
Switching platforms mid-year is not a decision you make lightly, especially at a non-profit where every dollar and every minute of downtime has real consequences for the students we serve. Our previous system had been limping along for a while, call routing was clunky, dropped calls were a weekly complaint from volunteers, and the reporting dashboard felt like it was designed as an afterthought. Six months into Talkdesk and the contrast is pretty stark. Call quality is noticeably cleaner. The routing logic is intuitive enough that I was able to configure it myself without filing a ticket every time I needed to make a change. That alone saved us considerable headaches.
The CX Cloud interface deserves credit for not overwhelming you on day one. I set up IVR flows, agent skill groups, and call queues in the first two weeks, tasks that would have taken much longer on our old platform. The Salesforce integration also came together without the nightmare I was bracing for. Real-time dashboards help me keep an eye on queue health during high-volume intake periods, which is exactly the kind of visibility we needed.
My one genuine gripe is the pricing model when you start adding feature modules. For a non-profit operating on a constrained budget, some capabilities that feel like they should be standard end up sitting behind an additional tier. The core product is genuinely strong, and support has been responsive whenever I've reached out, but the à la carte cost structure is worth scrutinizing before you sign. If you're coming from a legacy or budget system, the upgrade experience will likely feel like a relief. Just go in with your eyes open on what the full feature set actually costs.
