Talkdesk
TalkdeskExternal reviews
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Very useful app, especially considering the fact that it is web based and easy to use.
What do you like best about the product?
The fact that employees can use it remotely.
What do you dislike about the product?
Sometimes the load times are slow for the recordings.
What problems is the product solving and how is that benefiting you?
Tracking incoming calls for our clients and managing my workforce are probably the two most significant benefits.
Recommendations to others considering the product:
Very robust and useful app, especially if you are in a call center setting.
TalkDesk Experience
What do you like best about the product?
My favorite part about Talkdesk is the ease of the interface in both the widget and the web mode. Additionally, as a Level One Support Manager, I find the new live reporting feature extremely helpful when tracking productivity, performance gaps and overall call center management. These metrics are invaluable when meeting with my team as we discuss growth points. Lastly, these data points support the cases I build for workforce management when I present them to my Leadership Team.
What do you dislike about the product?
We used to experience quite a few glitches with stability, call transfers, and overall user experience. However, since bringing on a dedicated TalkDesk Rep on our team, we have seen a significant improvement especially working from home in different environments. I sometimes struggle with creating my reports and dashboards as I don't understand all the nuances of metric settings/vocabulary. Still, once I figure it out, I love the outcome.
What problems is the product solving and how is that benefiting you?
Talkdesk reporting allows me to track productivity on my team and any performance gaps. Numbers don't lie, so I love seeing all the granular details in front of me.
Talk Desk Reports
What do you like best about the product?
I love the ability to not only see agents online, but to be able to join in and listen to phone calls live has been a game changer !
What do you dislike about the product?
There is not much I dislike about Talk Desk, it has been great with reporting and managing my agents.
What problems is the product solving and how is that benefiting you?
I am able to see more real time data and provide 1:1 feedback to my agents.
Recommendations to others considering the product:
Take advantage of all the reporting and great benefits it offers
Very helpful in getting insights about my team
What do you like best about the product?
I like the Dashboards, It's very informative and flexible based on my needs. I was able to see a bigger picture on how my the team is doing with their calls real time. The reports are also helpful if I want to get into particulars on how my team is doing.
What do you dislike about the product?
I wish that it's easier to export reports to CSV and Excel formats as I wish on integrating some data into our internal dashboards via google cloud.
What problems is the product solving and how is that benefiting you?
Getting reporting done as efficiently as possible. Also with TD we were able to get better insights on how we can schedule our people to get the best SL based on the staffing and call arrival patterns.
Great overall
What do you like best about the product?
I like that different features can be used—for example, the warm transfer vs. a cold transfer. Also, it is pretty easy to use and understand
What do you dislike about the product?
There are still some glitches that occur with transferring calls I recently experienced this week.
What problems is the product solving and how is that benefiting you?
Communication, easy communication with members and professionals as well.
User friendly, plug and play solution - lacks customization
What do you like best about the product?
Preloaded dashboards and reports are great, visually pleasing graphs and charts, easy for novices to understand and interpret. Great help functions to explain metric definitions and calculations. Intuitive and requires little to no training to use effectively.
What do you dislike about the product?
No custom reports; you're stuck with the default reporting and dashboards. Building IVR routing requires advanced training on their system. The WFM add-on is horrible, doesn't automate scheduling or integrate with T&A systems. Omni-channel functionality is incredibly expensive.
What problems is the product solving and how is that benefiting you?
Talkdesk is our contact center solution, replacing Zendesk Talk. It allows us to manage real-time and see what's happening as it happens (queue activity and agent activity), something necessary in our fully remote environment.
Talkdesk has a great UX, very easy to use and develop reporting for various business requirements.
What do you like best about the product?
It's ability to create so many reports for business needs.
What do you dislike about the product?
It's inability to be able to share reports with others on the team. We have to reach out to our Account Manager for that.
What problems is the product solving and how is that benefiting you?
A better and more streamlined experience for our reps and customers. We will understand better after we go live.
Recommendations to others considering the product:
Not a stakeholder.
I work as a Salesforce Admin for the company Solar Optimum who has implemented Talkdesk.
What do you like best about the product?
The customer service and their integration partners who helped us set up the system.
What do you dislike about the product?
Would like more SIP phone support as our users have used SIP in the past and now it seems easier to use the headsets with Talkdesk.
What problems is the product solving and how is that benefiting you?
We are going to be measuring users' availability, and the main reason for use is to see how many calls are missed internally. Employee monitoring, essentially.
Recommendations to others considering the product:
They have a great implementation team that answers any and all questions, even if you are not in the tech space. Very accomodating with explanations and walkthroughs.
Platform is good!!
What do you like best about the product?
Easy to use dial pad and transfer features.
What do you dislike about the product?
Reporting dashboards could be better. I might not know how to use the platform but I would like to see in Talkdesk how long a rep was in ready.Could have better integration with salesforce. If you don't have a casee up won't log with talkdesk.
What problems is the product solving and how is that benefiting you?
Having a way to be able to take calls and make outbound calls. Recording calls and having it link into salesforce for compliance purposes is really nice.
Talkdesk has a lot of data on specific metrics which promotes a flexible data analysis
What do you like best about the product?
The number of data metrics available in the custom reports are very helpful to dive deep and find helpful insights to improve both customer experience and agent performance. For example, on an agent level, we can track how many calls an agent did and what time it took them to make those calls. The number of connected vs not connected outbound calls is also an important metric to see if we are able to reach out to the majority of our customers or not. The real-time metrics dashboard that shows Service Level, Avg. Abandon time, Avg. Wait Time, Longest Wait Time, Count agents logged in, on away, online, offline, after call work is very helpful to manage the resource optimally in real-time. The talk desk status can also be used to track time spent on each task which is really helpful. The new Explore feature has very helpful stock reports and it also gives the ability to create custom reports on an interval, daily, weekly, monthly, yearly level.
What do you dislike about the product?
The custom reports cannot be duplicated to replicate the same report for other ring groups quickly. Talkdesk also takes a long time to load the large date range of data. The scheduled reports come to the email in a link. It would be better if the scheduled reports come as an attached file so the data can be extracted automatically using a simple script. Some of the important call metrics like ring-time are very difficult to find in the custom reports. The Explore feature can use a better UI and explanation of what reports can be built using each dataset type to guide the users.
What problems is the product solving and how is that benefiting you?
We are using the custom reports to get agent-level data to manage and improve their performance and surface insights like how fast we can reach out to the customer and solve their issues while maintaining world-class quality. We have benefited from the custom reports by reporting on the agent-level and team-level call performance. We are also keeping track of the time spent on each task using the Talkdesk statuses and reporting on the time spent on each task and analyzing how can we improve and better allocate the time between one task vs another. The talk desk call service is quick so we are able to reach out to customers faster. We are also trying to improve our quality and talkdesk is very helpful as all calls are recorded and can be reviewed for quality purposes live or at a later date.
Recommendations to others considering the product:
I would definitely recommend using Talkdesk for your call services because of its excellent call quality, uptime, and reporting features.
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