River Castillo
Contact Center Operations Manager · 11-50
1 review written · 4.0 average
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Reviews by River Castillo
★★★★★
Permissions and role configuration were a mess at every other platform I'd trialed before landing here. Talkdesk genuinely impressed me. Two years managing a growing team means I'm constantly adding agents, reshuffling supervisors, and tweaking what each role can see or touch. The admin panel handles that without a lot of friction. Granular permissions, logical groupings, and the ability to push config changes without pulling anyone off a live queue, that's the stuff that actually matters when you're scaling from 12 to 40 agents mid-year.
The one gripe I keep running into is the permissions UI for custom roles. It works, but it's buried a few clicks deeper than it should be, and the documentation doesn't always match what's actually on screen. Customer support has been helpful when I get stuck, though response time is inconsistent. Overall, Talkdesk is the right call for a startup that needs enterprise-grade admin control without needing a dedicated IT team to run it.
