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Remote Working Essential
What do you like best about the product?
- Call Quality
- Ease of Use
- Onboarding Training
- Syncs with Zoho CRM
- Ease of Use
- Onboarding Training
- Syncs with Zoho CRM
What do you dislike about the product?
- Cannot transfer calls to non TD numbers
- Hard to tell if a TD portal function is compatible with "Flow"
- Programming gets tricky as users and custome functions get added
- Hard to tell if a TD portal function is compatible with "Flow"
- Programming gets tricky as users and custome functions get added
What problems is the product solving and how is that benefiting you?
TalkDesk has allowed our Customer Support team to transition to a WFH environment while retaining quality customer/agent phone interaction. Integration with Zoho CRM and Slack has been a huge plus for creating automation, receiving daily call reports, and understanding the dynamic demands of our customers.
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Amazing support
What do you like best about the product?
The customer service. There are always available to answer any query and if there is an issue they will notify you with the right information.
What do you dislike about the product?
I used to use Cisco on my previous company and I think the Call bar could be much more sophisticated with different features.
What problems is the product solving and how is that benefiting you?
The studio is very clear, as we can change the settings at any time specially during Covid when the number of calls increased so much that we had to stop picking up all the calls and assist the customers in a different way
TD is really helpful and going great job
What do you like best about the product?
Everything connects between all stakeholders customers
What do you dislike about the product?
nothing there is nothing that i dislike about talkdesk
What problems is the product solving and how is that benefiting you?
I am having a good experience with talkdesk
Recommendations to others considering the product:
Nothing to say. just amazing
Talkdesk is a great tool for Performance Management
What do you like best about the product?
I like how easy it is to recall an agents work as well as easily spot productivity issues through their easy-to-use graphing system.
What do you dislike about the product?
Reporting is going through a huge transition right now, and there's a massive learning curve with the new process compared to the old without many training modules available to help Guide to the new process.
What problems is the product solving and how is that benefiting you?
talkdesk is perfect for putting accountability on team members and performance management as productivity is very easy to track as long as your team has expectations for what status to use and for when is a very clear picture of productivity.
Talkdesk is very user friendly and very easy to administer
What do you like best about the product?
The Callbar application is easy for the agents to use but the Administration of the system is very easy as well, from building new flows in the Studio to purchasing numbers. The live dashboards are very helpful and to be able to drill down on them is easy as well.
What do you dislike about the product?
I would really like to see that when building a user I could assign the Team as well in the profile, and being able to delete ring groups that are wrong or are no longer used instead of having to go through Tech Support as well as clear calls that are stuck in queue. We had had this ability in our other system and it made things easier than submitting tickets to have someone else do it.
What problems is the product solving and how is that benefiting you?
The Callback option is great and helps so that customers are not just sitting on hold. We are utilizing WFM, QM and screen recording which is helping the Managers and Supervisors to be able to react better to issues that may come up.
Recommendations to others considering the product:
Make sure you know what you are looking for in your implementation as that will make it easier to build the system out and take the Talkdesk academy courses to become familiar with it from agent level through administrator as this will help you understand all the levels you are designing as well.
Great Impact on business.
What do you like best about the product?
Reporting tab is the best, where I can easily track all the resources to make sure no work avoidance is happening.
What do you dislike about the product?
Nothing. Talkesk is fulfilling the business requirements.
What problems is the product solving and how is that benefiting you?
The benefit is I can easily check the live data where we are in terms the KPIs and follow up with team members accordinlgy.
Recommendations to others considering the product:
I would recommend taldesk to other Call centre businesses as it is really use.
TalkDesk is Easy To Use / Does Need Some Work
What do you like best about the product?
Call flows are easy to manage in the studio flow, configurations (once understood) are fairly easy to manipulate. Call recordings are easily accessible and reporting is simple.
What do you dislike about the product?
Connecting TD to SIP phones is possible but it does not work well, yet. We have faith that their awesome engineers will build a better backend process.
What problems is the product solving and how is that benefiting you?
Simplified call flow, centralized workforce management
Recommendations to others considering the product:
Ensure your teams take all the training necessary before implementing.
Talk desk is perfect for the workplace.
What do you like best about the product?
The ability to share conversations with more than one person at a time. Also being able to save the thread link and send to other teams for them to see the conversation. You're able to communicate with different departments in real time.
What do you dislike about the product?
So far, I like all the features. Everything is easy to use.
What problems is the product solving and how is that benefiting you?
I am able to get information from different department in different cities throughout the US. This is the best benefit to have when working for a big company.
Great for small businesses
What do you like best about the product?
I enjoy that I can see live reporting, agents who are live on the phone, and have a cold or warm transfer. Depending on the agent and call, these are very important to have.
What do you dislike about the product?
I do not like that we are not able to add better integration across different platforms with the API. I do wish that we had a better way to see reporting. There is a lot that you can do, but I wish that reporting was a bit more user friendly. It is not the most direct so it can be very confusing sometimes.
What problems is the product solving and how is that benefiting you?
We need multiple accounts to ensure all agents can answer calls. A great benefit is being able to split our account into our two departments.
Talkdesk provides complete visibility for your Team!
What do you like best about the product?
Talkdesk is very easy to set up and use. Default reports allows for visibility into teams performance and also provides a unique feature for monitoring calls and coaching.
What do you dislike about the product?
The Call log is not the best, but the phone application makes up for what the web access lacks.
What problems is the product solving and how is that benefiting you?
My Team is able to make and receive calls while logged into their work computer or while working from their personal cellular device with no issues.
Recommendations to others considering the product:
Keep innovating and providing quality service
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