En savoir plus sur Talkdesk

Talkdesk est une solution cloud de call center qui aide les entreprises à améliorer la satisfaction des clients tout en réduisant les coûts de support client. L'outil opère via SVI (serveur vocal interactif), ACD (Automatic Call Distribution) et routage basé sur les compétences, tandis que les appelants sont acheminés vers l'agent le plus qualifié pour répondre à leurs besoins, selon des données personnalisées. Talkdesk affiche le nom, la photo, les coordonnées, l'historique d'achats et l'historique de contacts de l'appelant dans le navigateur de l'agent en temps réel, afin qu'ils puissent personnaliser leurs conversations. Le système automatise les tâches afin de créer un nouveau profil chaque fois qu'un nouveau contact appelle. Lorsqu'un appel est manqué, Talkdesk envoie un e-mail contenant des données d'appel, un enregistrement de message vocal et une transcription. Les responsables et les agents peuvent également prendre des décisions basées sur les données grâce au suivi des appels, à l'enregistrement des appels, ainsi qu'au reporting historique et en temps réel. Le système s'intègre à plusieurs programmes, notamment InfusionSoft, Salesforce, Desk.com, Zendesk et Shopify. Tarification par représentant et par mois. Un service d'assistance est fourni par e-mail, téléphone et via une base de connaissances.
Talkdesk Logiciel - 1
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Vidéo de Talkdesk
Talkdesk Logiciel - 1 - aperçu
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Talkdesk - Prix

Talkdesk n'est pas disponible en version gratuite et ne propose pas d'essai gratuit. La version payante de Talkdesk est disponible à partir de 85,00 $US/mois.

À partir de :
85,00 $US/mois
Version gratuite :
Non
Version d'essai gratuite :
Non

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Talkdesk - Avis

Note globale

4,5
Donnez votre avis !

Évaluation des fonctionnalités

Rapport qualité-prix
4,5
Fonctionnalités
4,4
Simplicité
4,7
Support client
4,6
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Tous les avis sur Talkdesk

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728 avis
José
José
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

4,0
Publié le 18/10/2023

Très excellent

Très bon

Avantages

Talkdesk permet la téléphonie, enregistre les appels

Inconvénients

Les appels enregistrés sont difficiles à être retrouvés

Oluwa Locheyi
Oluwa Locheyi
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
4
Support client
0

4,0
Publié le 22/10/2023

Talkdesk : un logiciel de centre de contact

Avantages

Talkdesk est un logiciel qui me permet de communiquer avec mes clients et mes partenaires. Il permet de gérer le service client, d'automatiser, de suivre et d'enregistrer également des appels téléphoniques.

Inconvénients

Talkdesk ne présente pas d'inconvénients pour mon usage depuis un bon moment.

Hermann
Hermann
  • Secteur d'activité : Développement et commerce international
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
4

5,0
Publié le 11/11/2023

Moyen de communication

Avantages

Talkdesk est un logiciel très spécial et efficace permettant de communiquer avec les clients et les autres entreprises. C'est très efficace.

Inconvénients

Je n'ai pas de problème avec ce logiciel depuis que je l'utilise.

Saskia
Saskia
  • Secteur d'activité : Restaurants
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
4

5,0
Publié le 11/09/2023

It's easy to get in touch with Talkdesk's helpful staff

The marketing, sales , and financial industries all make use of the name "Talkdesk." In an effort to improve sales response time and activity transparency, it has been deployed extensively, with extremely varied results. The dialogue with a prospect may be timed and measured correctly, and CRM automation can begin immediately. Our marketing team now has much more time on their hands, and we have no plans to return to our previous, ineffective VOIP for business campaign.

Avantages

To function properly , Talkdesk needs access to a stable internet connection; when agents do, the app has shown to be dependable. It's easy to use and fits perfectly with Salesforce's current workflow thanks to the buttons. There have been a few hiccups with the integration, but they were all rather easy to fix. I give the registrar a perfect score of 10 since it is the most user-friendly and representative example of its sort that I have seen. The contact center's necessary tab for updates is nothing special, though. It's not well defined, the agents don't seem to care about the voicemail part, and it may be the best option.

Inconvénients

When an adviser receives an error response in a video conversation, the reason the number was ineffective may not be immediately apparent. Even while the number of tales has expanded, the capacity to produce stories by telephone is sluggish, clunky, and complicated. In order to view voicemails and missed calls, the identification needs an accessible tab. Although I understand that the minimalistic nature of a GPS display was intentional, having this information shown would be quite helpful.

Zameer
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
5
Support client
0

5,0
Publié le 23/04/2024

Can be great but it's decent.

It's decent if the network wasn't as wacky I'd say it's amazing.

Avantages

I love that it's easy to use and the UI it great to navigate.

Inconvénients

There's many service interruptions, when calling is a big part of sales you don't want that.

Taylor
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
3

4,0
Publié le 28/01/2025

Talkdesk the next generation

My overall experience started off complicated but once settling in with the correct devices I am quite enjoying it.

Avantages

I like the configuration of the hardware once settled with the best suited one.

Inconvénients

I dislike the lack of recommendation for figuring out which hardware is suited best for specific applications.

Utilisateur vérifié
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 11–50 employés
  • Provenance de l'avis
Rapport qualité-prix
1
Fonctionnalités
0
Simplicité
5
Support client
1

1,0
Publié le 06/11/2015

Worst experience we had

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Avantages

Nice app, nice design, easy to use, good quality of sound.

Inconvénients

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Réponse de Talkdesk

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Répondu le 06/11/2015
Vera
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 13/11/2024

User friendly tool

Overall my experience with Talkdesk was very positive

Avantages

The most I liked about Talkdesk is the fact that it is an easy and very user friendly tool.

Inconvénients

As I was the end user of this tool, I have nothing to point out

Bridgette
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 10/09/2024

Trendsetter for Sure!

Avantages

Talkdesk is innovative and efficient for taking calls within my company. One of my favorite features is the AI automation. At the end of each call there is a summary of what was discussed. This can be easily copy and paste onto the customers profile. This has decreased the number of product disputes and complaints.

Inconvénients

Every so often there is an update and sometimes after an update the microphone or ringing feature may be muted, but this is an easy fix.

Liam
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 12/05/2024

Talkdesk is customers

Talkdesk really saved us with our phone customer support. As long as you have a good internet connection everything works good without any issues.

Avantages

App deployment was very easy and support was very fast and helpful when needed help. All my colleague learned fast to use the system due its intuitive build.

Inconvénients

No mentionable cons for Talkdesk, everything i use it for works great.

Aimee
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

4,0
Publié le 09/09/2024

Talkdesk review

Talk desk is very user friendly and reliable. Nothing bad to say

Avantages

It is very easy to use and didn't require much training at all

Inconvénients

Theres times where it just spins and i have to restart it

Drake
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 19/02/2023

“Talkdesk: The “MUST HAVE” tool for contact centers”

My experience with Talkdesk was great so I would highly recommend this tool. For me It’s 9.7 over 10.

Avantages

I like TALKDESK because of it’s intuitive interface and use-friendly design. Which makes it more easy to navigate and good for new users. For me, it’s the capacity to sync with Marketing automation, in which our purchaser data is kept which saves me a considerable amount of time because I no longer have had to open different platforms separately.

Inconvénients

The fact that the TalkDesk messaging interface still has a few flaws which hinder productivity concerns me. Moreover, having an automatic refresh method would be helpful rather than constantly having to manually reload the login page after accessing Callbar and logging in by clicking the Talkdesk logo above each screen tab.

Tony Ricardo
Tony Ricardo
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4,0
Publié le 27/06/2023

Talkdesk makes the job run smoothly

Talkdesk is used as the main application for new and old customer contact accounts. It is used by every support and sales department in the entire company. The main difficulty it solves is the ability to reduce the number of windows or screens in the transition between different knowledge areas and, at the same time, display to staff/management when it is available and when it is not. Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not. Your ability to switch between these areas is where it really pays off. That being said, I would not recommend it for a company that is all about email. Talkdesk really offers itself well to companies that use the "talk" function, otherwise it would not be of use to you.

Avantages

Streamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen. Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements.

Inconvénients

When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another.

Utilisateur vérifié
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
5
Support client
0

5,0
Publié le 13/08/2023

Easy to use

Avantages

Very intuitive dialler. This is the first VOIP dialler that I used working for a business. I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls. Cannot remember having any connection issues. It was simple to learn and easy to use.

Inconvénients

I found the dialler to be a bit restrictive. We weren't able to integrate it with other systems as much as we would have liked to.

Utilisateur vérifié
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 03/03/2023

Talkdesk Review

Avantages

It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

Inconvénients

The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.

Catarina
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
5
Support client
0

4,0
Publié le 09/03/2023

Good tool for quality check

Avantages

It's very easy to use, since it's simple, but quite complete.It's very flexible and the report features are very complete, allowing us to have a wide and clear vision of our performance.

Inconvénients

Since it doesn't have the "search" option, we need to go over all chats to find the client we need. It's not very intuitive.

Kadonna
  • Secteur d'activité : E-learning
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 05/11/2021

Talk desk review

It allows me to conduct all customer service support and platforms with easy and control. Quality software product and great software support.

Avantages

A great software program allowing me to focus the entire reporting aspect of the platform. Quality management and workforce. Real time reporting analytics and live support. A great software product and quality usage for all business purposes.

Inconvénients

Nothing everything is well organized and quality software product. Had no concerns about usage of product and easy to use.

Utilisateur vérifié
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
5
Support client
4

5,0
Publié le 08/06/2022

Compelling Platform

Overall I'm happy with talkdesk, call quality is great, recordings are high quality and has no issues during playback. Administrator features are well designed. The only issue I have kind of frequently is searching for calls but I got used to it, so overall I'm pretty satisfied with Talkdesk.

Avantages

From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.

Inconvénients

Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,

Utilisateur vérifié
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 30/09/2019

Talkdesk is the best in Class

Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.

Avantages

We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.

Inconvénients

In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.

Don
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
4

4,0
Publié le 28/02/2019

The Best, Near Perfection Integration

We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Avantages

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Inconvénients

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

Tyson
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
5

3,0
Publié le 24/08/2020

Sleek Product for Small Start-Ups

Avantages

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

Inconvénients

One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

Hugo
  • Secteur d'activité : Bijoux et produits de luxe
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
4
Support client
5

5,0
Publié le 08/04/2019

Talkdesk for call centre

I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance.

I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.

Avantages

I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Inconvénients

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

Oscar
  • Secteur d'activité : Gestion de l'enseignement
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

5,0
Publié le 25/11/2019

There is no Better telephony software!

Avantages

We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk.

Inconvénients

There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name.

Alternatives envisagées 

Five9

Logiciel antérieur 

Five9
Utilisateur vérifié
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 03/12/2019

Talkdesk Review

I highly recommend. It is easy to use and learn, and it's great for training & provides data on missed call rates, who on your team is answering calls the most, and other insights that are very helpful (especially for customer service & sales jobs).

Avantages

One big perk of talkdesk is you can seamlessly do international calls. I also like how the calls are recorded, so you can go back and listen if need be, which is great for training or if you need a refresher on a previous conversation. It is also very easy to forward calls or do a phone conference as well.

Inconvénients

When it's working properly it is great, but sometimes it will go offline just on it's own and I don't know why? So I've had a few times where clients try to call me but talkdesk on its own went offline without notifiying me and I missed the calls.

Jr
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 16/11/2022

Talkdesk - One call away to a better conversation

Overall, Talkdesk is very efficient to use. Telephony system can be used as a stand-alone, unlike other telephony systems that still need to have a physical phone for it to work.

Avantages

As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.

Inconvénients

What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.

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