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Talkdesk

Talkdesk

Reviews from AWS customer

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External reviews

2,460 reviews
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External reviews are not included in the AWS star rating for the product.

    Information Technology and Services

Easy to Use, Quality Product

  • March 30, 2021
  • Review provided by G2

What do you like best about the product?
Talkdesk "Studio", the tool used for building call flow, is well designed. It is intuitive and easy to use. Overall the entire platform is easy to use. We are also a big fan of the browser based functionality. While use of the "callbar" is recommended, agents can take calls without any special software being installed. This effectively mitigates issues of OS compatibility. We have agents answering calls on Mac, Windows, and ChromeOS.
What do you dislike about the product?
Their standard licensing model is based on named Agent licenses. This is par for the course and works well for most, but for companies utilizing large numbers of part time labor concurrent licensing is typically best. While they were able to accommodate a concurrent licensing model, their system isn't well designed for it and has caused support and billing related confusion. In addition, while support is quite responsive with issues they are familiar with, more complex or non-standard issues may go weeks without a response.
What problems is the product solving and how is that benefiting you?
Our focus is on CCaaS. Talkdesk allows our agents to easily work remotely from either computers or just a cell phone.
Recommendations to others considering the product:
The best thing to do is to get set up with a demo. Once you get your hands on the product, you'll quickly realize it's potential.

    Jessica H.

Great easy service

  • March 30, 2021
  • Review provided by G2

What do you like best about the product?
I love that it mimics a local area code of the customer you are calling, which increases the likelihood of them answering.
What do you dislike about the product?
The tool does freeze especially when you are in the reporting tab.
What problems is the product solving and how is that benefiting you?
Contacting customers in regards to order concerns makes communication faster and easier.

    Higher Education

TalkDesk is a simple easy to use application. I Love it!!

  • March 30, 2021
  • Review provided by G2

What do you like best about the product?
I like how easy it is to transfer calls to colleagues and you can easily check availability for other coworkers!
What do you dislike about the product?
I think there should be an admin option to place your phone in when you are doing admin work instead of staying in available.
What problems is the product solving and how is that benefiting you?
Making calls and transferring within the company are great benefits

    Juan F.

AI Talkdesk

  • March 30, 2021
  • Review provided by G2

What do you like best about the product?
Talkdesk is a company that is really innovating Cx with a realistic look at what works by relaying on customer feedback.
Their AI products are easy to use and they make sense.
What do you dislike about the product?
There tier 2 and 3 for support is in Europe sometimes you have to wait an entire day for an answer. Although they have be come better.
What problems is the product solving and how is that benefiting you?
Budget was the main reason we move to talkdesk, although we did save money moving to talkdesk we now bundle up with different products that is making us save even more money.

    Joao T.

TALKDESK: better than regular phones

  • March 29, 2021
  • Review provided by G2

What do you like best about the product?
What I like the best is the fact you can copy and past numbers
What do you dislike about the product?
The settings could be much easier - It is kind complicated to change the ring sounds
What problems is the product solving and how is that benefiting you?
It is much easier to make calls using the talkdesk system.
Recommendations to others considering the product:
n/a

    Education Management

Intuitive and easy to use phone system with good support

  • March 29, 2021
  • Review provided by G2

What do you like best about the product?
The dialler is excellent and much much easier for reps to use vs our old enterprise system. We've had good response times and issues resolved by the support team, big thanks for that guys!
The flow IVR designer is excellent, the ease of buying and assigning numbers is great. The launch team aren't cheap but they will get you up and running even with quite complex requirements really quickly.
In fact transitioning to Talkdesk from a technological point of view and a rep-process point of view was really quite painless. Good options for expansion also omni channel etc.
What do you dislike about the product?
The reporting functionality needs to be improved, I understand they are working hard on improving it. It's also expensive but you do get what you pay for.
What problems is the product solving and how is that benefiting you?
Faster lead contact times, good salesforce integration that doesn't require ongoing maintenance, visibility into rep call stats and habits. Easier to make data based decisions in the call centre. Also some automations triggered directly from the dialler that speed up rep workflows

    Jonathan S.

Talkdesk is very user friendly type of application

  • March 27, 2021
  • Review provided by G2

What do you like best about the product?
What I like about Talkdesk applications are we can see the caller ID are we call history that can track all the inbound and out calls , we have also the duration of calls that can help us to check our average handling time and we also have information on how many user and current online and what are their status. I also like that we have visibility of the current service level because of this we can easily adjust the schedule depending on the service levels. I also like that i can see the calls waiting on the queue
What do you dislike about the product?
No auto answer, Well this feature can help the user to more productive. It can also lessen the call abandonment and the call waiting time. Because there are times that the user unable to pickup the phone calls in a timely manner that can result of long waiting time and can be considered as abandon calls. inbound calls assign in queue is also part of my dislike. Its not really a big deal, I just find it unfair for the other user. Its like when you login on the Talkdesk you are the first one that will receive calls instead of those highest available in the queue It also apply on after your break or after your Lunch
What problems is the product solving and how is that benefiting you?
The problems so far that we trying to solve are the calls abandonment and call waiting time
If we can resolve this issue. we can be more productive and that can result a good customers service
Recommendations to others considering the product:
talk desk application is easy to use and you don't need to have special training to able to access it
there are plenty of cool feature for this applications that can help the user to improve their productivity.
and this application can still be improve depends on the need of the user

    Logistics and Supply Chain

Talkdesk review

  • March 26, 2021
  • Review provided by G2

What do you like best about the product?
Easily accessible as it is a website instead of just a downloadable program
What do you dislike about the product?
The minimum internet requirement makes it so sometimes I need to refresh the site or "work offline".
What problems is the product solving and how is that benefiting you?
Working from home became a thousand times easier using Talkdesk as not only are calls easy to make, but monitoring the people in my team is also easy and comfortable
Recommendations to others considering the product:
Good user experience and very adaptable to the user's needs

    Malorie J.

Prime Plastic Surgery - Call Center

  • March 26, 2021
  • Review provided by G2

What do you like best about the product?
I like the simplicity of the sytem. It's not overly complicated and so easy to transfer amongst staff when a patient calls. Amazing how you have option to call and text and reporting is so simple to measure KPIs.
What do you dislike about the product?
The only thing I dislike would be the best service is through being hard wired instead over WIFI. If somehow this could improve I believe you would widen your customer base to call centers who are all remote.
What problems is the product solving and how is that benefiting you?
We have cconnected four of our locations through Talk Desk and made our main line for all calls . One phone bill verse several different. Realized its more effective and is eassy to use to train all locations fast.

    Sorin Iacob B.

Talkdesk review

  • March 26, 2021
  • Review provided by G2

What do you like best about the product?
The most important thing for me is that Talkdesk offers detailed reports and insights on all aspects of agents activity.
What do you dislike about the product?
Throughout the time we've dealt with some crashes
What problems is the product solving and how is that benefiting you?
We solve inbound/outbound calls. The benefits is that calls are clear, we can easily monitor breaks and increase efficiency
Recommendations to others considering the product:
Get Talkdesk and your head won't hurt you

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