Talkdesk
TalkdeskExternal reviews
2,500 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good phone system, Salesforce integration could use work.
What do you like best about the product?
The call quality has been good, and the call recordings are great. The Sales team has seems happy with it. Their CS team has been fantastic to work with.
What do you dislike about the product?
The Salesforce integration is too inflexible. You can use it to create Salesforce tasks, but it's clunky, doesn't let you write to custom fields unless they're picklists. Their 'Talkdesk Activity' custom object is actually good, but it requires having a totally different methodology for reporting.
What problems is the product solving and how is that benefiting you?
We wanted a phone system that would be softphone based and record our team's calls, which Talkdesk has been great for. Also integrated nicely with Gong.
Great company
What do you like best about the product?
Good customer service, easy onboarding, easy to use
What do you dislike about the product?
Better customer surveys, ie right now only a text based customer score available
What problems is the product solving and how is that benefiting you?
Before we had 8x8 and we also had dropped calls and bad technical support. We've seen a marked improvement.
Recommendations to others considering the product:
Good customer servie.
Weak Product - Way too early to buy
What do you like best about the product?
The TD employees are all super nice. Everyone from sales, to implementation, to support.
What do you dislike about the product?
The Product. It's a horrible product. Not ready yet. One day, sure. Only upside is the price.
What problems is the product solving and how is that benefiting you?
Power dialing. No benefits as of yet. Product needs an entire rework
Great Cloud Experience
What do you like best about the product?
I love you; there is no need for a physical phone with Talkdesk. There are not multiple platforms you have to use to be able to make or receive calls.
What do you dislike about the product?
Some features are unnecessarily complicated, and the way the system functions, some basic needs are not able to be met.
What problems is the product solving and how is that benefiting you?
It's been great not to have to utilize a VPN to take calls. There are so many default reports that you can easily get most metrics you might need to pull.
Amazing experience!
What do you like best about the product?
the UI and general simplicity, it was an enjoyable experience
What do you dislike about the product?
the cost is prohibitive and needs to be reduced
What problems is the product solving and how is that benefiting you?
that i can quickly engage with relevant stakeholders, this program also me to optimise my day
Recommendations to others considering the product:
be sure the benefits outweight the costs
Easy to use with SalesForce
What do you like best about the product?
Monitoring calls feature for training purposes.
What do you dislike about the product?
Reporting can be a little bit hard to use. Particularly exporting reports
What problems is the product solving and how is that benefiting you?
Keeping track of calls, statistics on which customers are calling.
Recommendations to others considering the product:
TalkDesk is great tool for monitoring call center calls, training and reporting.
Excellent solution for our support agents
What do you like best about the product?
It's a modern solution for a contact center, it is very easy to use, both for administrators and for agents as well and does not requires special training or devices or software. It's a service that requires almost no maintenance at least not dealing with software updates, os updates etc. It is AWS hosted, so it's reliable from infrastructure point of view. We've been using it for a few months now, no issues so far with the platform. Also I like that is really easy to just buy a phone number almost anywhere in the world and have a local numer for customer calls while maintaining our contact center at our location and have our agents workig from the office or from the comfort and safety of their own homes. All in all, a great service provided by a great company. Also, just to mention that thie support is lighning fast.
What do you dislike about the product?
Mobile apps could be more feature rich; they miss some of the options that the callbar has, like caller mood faces. Plus the android app is not that good as the iOS one is. Mainly because of all the different flavopurs of Andoid out there but I think it needs some improvments. For example, after app update I need to go in the setting and set the Battery optimization settings for the app from the beggining. I don't know if this is regular behaviour, I've had only one update so far, but I found this a bit peculiar.
What problems is the product solving and how is that benefiting you?
We have a small customer support team that handles the calls as well as emails from our customers and TalkDesk is a great addition to our workflow. It integrates really well with SalesForce and makes it very easy to have all the informations in one place and get better insights on the job that is being done by our people and the needs of the customers.
Recommendations to others considering the product:
TalkDesk is a great company, and they have an excellent product for contact centers which, in combination with the support team that they have it's a no brainer.
Complete VoIP Solution
What do you like best about the product?
As an admin, when setting up TD, the process is very user-friendly. You can select which fields need to be synced to which object, along with many other custom automation.
What do you dislike about the product?
The connection of the call bar and SF may sometimes disconnect if you do not sign into the call bar and then TD. The quality of the calls and the reporting capabilities as a manager is lovely.
What problems is the product solving and how is that benefiting you?
I think the Support team is very important, especially in an age that's becoming more digital. We expect better support from our previous client, and so far, the Support team has been accommodating.
Recommendations to others considering the product:
Very clear VoIP and ease of installation, the support is fantastic as well. I would surely recommend TD to many peers.
All the tools for a contemporary call center solution at your fingertips
What do you like best about the product?
The flexibility to alter scripts and priorities on the fly. No need to wait for IT support.
What do you dislike about the product?
I understand the subscription need for certain levels of service, but I'm disappointed that the enhanced reporting isn't included as a standard rather than an option.
What problems is the product solving and how is that benefiting you?
My team manages our own call-flows and priorities. We can see what agents are doing, how effective they are being. Everyone can customize their own dashboard to ensure they are driving the right behaviors and decisions.
Improved our workflow, but opportunities abound
What do you like best about the product?
The live dashboard and ease of logging calls.
What do you dislike about the product?
Reporting is complicated and implementation took too long.
What problems is the product solving and how is that benefiting you?
Data around calls, including notes and dispositions.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Ease of change management.
Introduction of quality assurance, so improving call quality and consistency.
Recommendations to others considering the product:
Our implementation period took far longer than anticipated, so keep that in mind. The biggest hiccup was the integration with Salesforce per our low license type for Support agents in SFDC. I might also recommend investing in custom reports or building out dashboards of your own in a BI tool, like we are in Tableau. I do really like the product, and it's incredibly easy on my agents.
showing 1,261 - 1,270