Talkdesk
TalkdeskExternal reviews
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There is no other application I can think of which comes even close to what Talkdesk has to offer
What do you like best about the product?
It's absolutely spot on, brilliant just brilliant. Its Ronaldo, Tendulkar, and Tom Brady on a business scale. What I like is its user interface, easy for a first-timer to figure out the app. The option for download is smooth and also to listen to the recording in real-time is a gem of a feature. I love the feature where it lets you get the report on a schedule. I have worked on may call recording applications in the past and when I started using Talkdesk, never felt the need to look back. Amazing, simple to use, convinience are the USPs of this application and whoever is in the Quality industry or operations where recordings are kept, Talkdesk should be the go to app, you can never go wrong wih this and with the upcoming improvements in the tech world, we can only live to see a better version of this app with regular updates
What do you dislike about the product?
Would love a feature where it's left on idle, it does not automatically log itself off and if it does log off - the login process can be made a little faster. It isn't an inconvenience and more of a security function but considering it's used for business, it's understandable and acceptable. But with the upcoming rise in the tech world, we can only live to see a better app with regular upgrades and finally, we can all settle to use the best app the world has to offer
What problems is the product solving and how is that benefiting you?
The simple function of listening to calls, the recording is clear, crisp, and exactly how it should be. It helps me understand that. Talkdesk helps me from extracting daily call reports on a daily basis with its feature of a schedule report which is ready and available in my emails when I start my day. Being this simple, it solves my problem of spending less time in reports and I can dig in and start my work
Recommendations to others considering the product:
go for it
Overall experience is good, I think it can be improved further
What do you like best about the product?
The dashboards are really helpful. I also like the call recording listening. I also like that I can listen to live call interactions, very helpful especially now that we are working from home.
What do you dislike about the product?
I think it is a bit tedious to extract specific details. I need to pull out reports individually and it takes time.
What problems is the product solving and how is that benefiting you?
Agent performance, reviewing customer interactions. I can coach agents right after the interaction.
Recommendations to others considering the product:
Master the navigation and tools that can be utilized before, during, and after interactions. Prepare a plan or workflow to fill up or follow ahead of time to be more efficient in analysis.
This is a user-friendly tool and provides all the essential data that we need on a daily basis.
What do you like best about the product?
It has an OMNIchannel feature which makes it efficient for the user to log into different channels in just one click. Call recordings are ready in a few seconds after the call, and live call monitoring is also an option that we can use. Data gathering for Calls is pretty much complete and easy to navigate. Email queue is also easy to monitor. We have the option to answer email/chat/call at the same time.
What do you dislike about the product?
We are still having trouble with Talkdesk Chat since we just recently used it. Multiple chat disconnections are not user errors that affect our customer's experience and business revenue. Data generation for Email and Chat is also a little tedious and requires manual work.
What problems is the product solving and how is that benefiting you?
Opportunities/misses of agents from previous or live interactions can be reviewed in real-time. We can also generate data that we need daily that helps us with analysis and improve our business performance.
Recommendations to others considering the product:
If you are looking for a multitask and efficient tool to use in your business, Talkdesk would be a great option. It is easy to use and does not require a lot of logins to see different channels.
Excellent tool to use for calls and reporting
What do you like best about the product?
The reporting part is awesome. Also the dashboard is superb. Makes my task easy when working on it. Also I'm able to minimise the work load in no time. Very good platform to pull up reports, make calls, listen to the call, etc. great resource to do official work in not time. The paltform is fast and easy to use with loads of options available
What do you dislike about the product?
Have to click several times to apply a filter I need. Also the interface needs a bit of improvement as some times it get confusing while pulling up reports. The filter option should come with better options to select from. Also when narrowing the search criteries I've have type in multiple time. Need to have an option to send the reports in Xls format and not in Csv format.
What problems is the product solving and how is that benefiting you?
I get my reports on time. Also, the reports can be automated, and I can access the dashboard easily. The reports are up to date with many filter options and also they are easy to pull out. Can make automated reports with loads of options. The interface is easy to use with user friendly view. Can also listen to real time calls and check realtime data while the call are beinig taken.
Recommendations to others considering the product:
Please go for this tool as this is a straightforward and updated tool to work on. Also, it will make your life easy while working. Please make sure you use this tool to lessen the workload.
Solid softphone platform with great uptime
What do you like best about the product?
Talkdesk has been a solid platform with consistent uptime. Rarely have issues with the product.
What do you dislike about the product?
Wish there was more visibility and control of contact and company information. Duplication is a problem with all phone systems but better handling and management around that issue would be helpful.
What problems is the product solving and how is that benefiting you?
We are a remote workforce so having a softphone system make it easy for us to have employees anywhere.
Perfect Solution
What do you like best about the product?
Easy to deploy, easy to use, and is super reliable.
We were able to deploy Talkdesk ahead of schedule, under budget and our team and truly loved using it. When we all went remote in 2020, we had zero issues with connectivity.
We were able to deploy Talkdesk ahead of schedule, under budget and our team and truly loved using it. When we all went remote in 2020, we had zero issues with connectivity.
What do you dislike about the product?
I have yet to find a feature or piece of the tool I dislike.
What problems is the product solving and how is that benefiting you?
We didn't have a telephony solution in place for our support team - this helped solve that
Recommendations to others considering the product:
Keep it simple. Don't over-engineer your deployment.
Happy with Talkdesk Features, SFDC integration, Reports and Dashboards
What do you like best about the product?
Talkdesk is integrated into Salesforce which enables our organization to track all inbound activity in one platform. The Reports and Dashboards are outstanding
What do you dislike about the product?
Customer Service needs improvement. I used to have a dedicated rep who was accessible, knowledgeable and extremely helpful. Now it is hard to reach someone who can help me.
What problems is the product solving and how is that benefiting you?
We needed a flexible Inbound and outbound call solution and tools to help us manage an international BPO workforce. Talkdesk has enabled us to keep on top of all call queues and agents in "real time"
Talkdesk is wonderful
What do you like best about the product?
Love the real-time reporting features. Helps me and my team ensure we have coverage for our customers at all times.
What do you dislike about the product?
Would love for the reporting dashboards to be easier to navigate and more user friendly.
What problems is the product solving and how is that benefiting you?
Ensuring our customers can reach us during business hours
Easy to use to tool for Voice Support
What do you like best about the product?
Integration with CRM tools like Salesforce which takes care of flowing call details as part of the support case
What do you dislike about the product?
There could be more customizations for the call greetings and reporting
What problems is the product solving and how is that benefiting you?
TalkDesk is very useful for our support model where we have three types of support - Standard, Gold, and Dedicated support with different coverage hours.
Super Easy to Use!
What do you like best about the product?
I love the fact that is extremely easy to use, is intuitive, reports are easy to pull, queue monitoring is easier because Talkdesk gives you a pie chart where you can see the agent activities and the queues.
What do you dislike about the product?
Talkdesk will only be reliable when using Zendesk as a CRM. We recently changed to Kustomer and we had a lot of issues with TalkDesk, maybe the developers can work on better integration with Kustomer.
What problems is the product solving and how is that benefiting you?
Reports are easy to pull, you can filter by queues, agents, specific time, or day. Talkdesk helps you get better reporting.
Recommendations to others considering the product:
If you want good reporting and don't want to spend time building your own reports, go directly to Talkdesk, you can find all reports there, and are easy to download as an XLSX file.
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