Talkdesk
TalkdeskExternal reviews
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Talkdesk review
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
Talkdesk is the best!
What do you like best about the product?
The app for my desktop is extremely helpful when making inbound or even outbound calls.
What do you dislike about the product?
how long it takes to transfer is a while occasionally.
What problems is the product solving and how is that benefiting you?
I havent had too many problems. The app is a huge benefit compared to using the web browser.
TalkDesk Handles Business
What do you like best about the product?
The customer support I receive is always quick and to the point.
What do you dislike about the product?
Nothing that I can think of, on all avenues TalkDesk or as we call it TD really pulls up 10/10 .
What problems is the product solving and how is that benefiting you?
We needed a solution to have our inbound calls routed in way that multiple people can answer, TalkDesk provides that solution.
Best platform to used at work
What do you like best about the product?
It have everything in one place for example extension to transfer calls to different dept.
What do you dislike about the product?
Everything is great no issue at all with this tool
What problems is the product solving and how is that benefiting you?
easy and great to used
Great service that has enhanced our customer experience
What do you like best about the product?
What I like best about Talkdesk is the automation. Once we configured it and went live I rarely need to do anything other than adding new users, it's "set it and forget it". Recording of phone calls is done automatically and easily accessible should a call need to be reviewed. With the automated call flow it has reduced our staffing needs and with the automated call back feature it has increased our efficiency. The standard reporting capabilities out of the box are fantastic and when there isn't something for what you're looking for creating a custom report is incredibly easy and intuitive. Setting up scheduled reports to be sent out to additional staff is a breeze.
What do you dislike about the product?
My only complaint would be lack of a physical phone which some employees find difficult using a headset. This is more of a cultural thing than a knock on Talkdesk as the call quality with their recommended headsets is great and there is no problem hearing the recordings. Coming from a system where everyone had a physical phone to using a headset now is taking some getting used to.
What problems is the product solving and how is that benefiting you?
Prior to Talkdesk we had an archaic phone system. After switching to Talkdesk we now have automated reporting, call recordings, and automated customer callbacks which we never did before. Our employees efficiency has increased dramatically as a result.
Recommendations to others considering the product:
Get it!
Great People, OK Product
What do you like best about the product?
The people within the company are very friendly and are open to feedback to make their product meet their customer's needs. If you are having issues with a functionality, they help you explore options to try to satisfy your use case. Agents enjoy the ease of use when using call bar to take calls. Talkdesk continues to release new features and functionalities on a regular basis. They integrate with a lot of different platforms which allows seamless capture of data and ease of use for their customers.
What do you dislike about the product?
If you are looking to replace your desk phones, this system does not have the same functionality your every day phone would have. The product functionality is good for a call center environment where agents are only taking calls from a queue, but not so great if you have hybrid or back-office staff members. The reporting is either too basic or too detailed, there is no middle ground to get the data you need without paying an extreme price for custom reporting. Though Talkdesk can integrate with a lot of other platforms to provide data/screen pops, the actual system functionality is a bit limited compared to many other call center products in the market. There is currently no way to know if you have another person calling you if you are currently on the line, transferring & conferencing functions could use some work, managing voicemails for departments vs agents is difficult due to the design of the Voicemail Web Screen.
What problems is the product solving and how is that benefiting you?
Our call quality is much better across all of our international call centers and our technical issues are far less frequent with this cloud solution. We are no longer reliant on a VPN connection or clunky desk phones. We have integrated screen pop data with our Oracle CRM to help decrease handle times.
One of The Best
What do you like best about the product?
Ease of use, accessibility of information.
What do you dislike about the product?
License availability, and other slight restrictions associated with Admin features.
What problems is the product solving and how is that benefiting you?
To date, we have not had any severe issues with Talkdesk. There have been none that have disrupted service or caused any gaps in coverage.
Excellent CaaS
What do you like best about the product?
Professional Services made the transition smooth from another cloud provider. The ease of the transition made our business operations function far more efficently.
What do you dislike about the product?
Does not have a full feature set for basic office users, to compliment it's robust call center
What problems is the product solving and how is that benefiting you?
Better performance in our call center. The reliability has been amazing. The talkdesk support team has been on point with providing answers quickly, while the product team is always interested in learning how are business can drive the product lines.
Recommendations to others considering the product:
Ask yourself, what do I need my telephony platform to accomplish. Sometimes taking the simplest approach will allow you to build a more robust and featured call center environment
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.
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
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