Overall, the experience with this software is very good. It is too handy for the first connection despite the adversities with other users running different versions of the software. All our problems with connection and approaching our customers have been solved. Recommended product. Meetings are faster since we do it remotely. We can share the same ID and be many users in the same room and we have saved a lot of time when contacting each one.

This software is very applicative and very easy to use, its control panel is one of the most complete there is right now arguing that it has fast and complete synchronization and a great compatibility with many devices including computer and cell phones. The installation is totally fast and reliable and its security system is complete.

If you do not have the basic knowledge of this software its use tends to become a bit confusing. When recovering passwords in case of forgetting them, you may experience many problems since the platform needs to fix that part. Finally, in order to have compatibility with several users at the same time, it is necessary to have the most updated version of the software.

Talla has saved us money. It's allowed our support specialists to get out of the business of copy/paste the same answers to agents day in and day out. It also has enabled my agents to get immediate help instead of waiting. The amount this product has saved us is immense.

I personally don't care about the software. Software comes, software goes, and software gets upgraded. Most companies do this. Talla is special because the level of involvement of [SENSITIVE CONTENT], our go-to guy with any issues and improvements. Without [SENSITIVE CONTENT], we may have never made this out of trial.

Bugs. All software has them. I don't even think this is a "con" but reality is that stuff has broken or not worked. It's always resolved quickly though.

It has been good so far for the most part however being able to track work flows, more line of site and more tutorials or "How to " videos/documentation on pulling reports, regular cadence for reports would be nice.

Agents and Supervisors can quickly retrieve answers if they're built in.

The inability to copy paste from outside documents and formatting issues that exists, copy pasting images, basic computer functions do not work (Ctrl C , Ctrl V, Ctrl X ) etc. Versioning did not exists for audits - recently fixed i believe

Previous to Talla, we were using our CRM's built-in knowledge management system. It was difficult to administer and even more difficult for our agents to navigate. This led our contact centers to develop and circulate their own knowledge documents, which certainly caused a lot of issues stemming from general misinformation. Having Talla has helped us to bring our globally dispersed contact centers together with more information (and more accurate information) regardless of their location or function, which in turn has helped us get necessary info to our customers faster and with more accuracy.

One of the features that our agents get the most value out of (and is a huge time-saver) is the plug-in. As we are always looking to cut down on the number of tabs, windows, and platforms that agents must toggle between when speaking with a customer, the plugin overlay has made a huge difference in agent KB use and sentiment. On the admin end, I like the simplicity of it. I was purposefully looking for a software that wasn't trying to do too many things, especially things that I didn't need or would distract our agents - I wanted was a knowledge mangement system that focused on being a knowledge management system. And as a lean team, it was crucial that I was able to leverage technology to my advantage, so the AI component has been really helpful in maximizing the limited time I'm able to put into the platform.

The text editor can sometimes be a bit finicky, and the table creation and image insertion tools could be improved.

Overall I'm very satisfied with Talla. It does exactly what it's supposed to do. Also, the customer service has been phenomenal: they listen to you and really care about your success, and often will go extra miles to get resolutions.

Talla is lean and elegant - its features for knowledge management are exactly what we need without all the extra things that may be included in other similar tools and you may never need. It keeps knowledge available for our teams at fingertips that's searchable via various means - browser plugin, Chatbot, Slack, etc. And it helps share knowledge with external teams such as augmented workforce that does not have access to documentation inside the company firewall.

The text authoring tool is not robust enough - text formatting, table handling, and other rich text support are limited.