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Good but not amazing
What do you like best about the product?
good dashboard, provide a great visible experience
What do you dislike about the product?
Lag on calls, not 100% integration with salesforce (no auto case creation)
no quality assurance grid integration possibility
dashboards do not have basic info available, such as calls answered per agent per day + AHT
no quality assurance grid integration possibility
dashboards do not have basic info available, such as calls answered per agent per day + AHT
What problems is the product solving and how is that benefiting you?
not solving any, just an user, not admin
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Easy to use, quick to setup, good customer service
What do you like best about the product?
Talkdesk is a great cloud platform if you have multiple contact centers around the world or want to connect your solution to an existing CRM. It's easy to set up, their customer service are very quick to respond and try to help you with what they can.
What do you dislike about the product?
Some basic features are not customisable. Even though Customer Service is very quick to respond, if you have a need that is not an existng feature (or would be the basic for other contact centers), it takes a while for them to develop it.
What problems is the product solving and how is that benefiting you?
Our reporting has gone from manual 3+ hours of daily work, to automatic daily refreshes in Salesforce. Our SLA has decreased and we have a lot more knowledge on our customers.
Solid service provided
What do you like best about the product?
The connection and call quality seems top class compared to a few other companies we have tried in the past. Service is very quick to reply if there is an issue with anything.
What do you dislike about the product?
Sometimes when reporting an issue the tech team will ask for some very detailed info - like call ID code numbers which are not that easy to find. Sometimes we have issues with the integration between Piderive and TD which can be frustrating and time consuming. Sometimes the tech team can put the work on us instead of giving a quicker answer. I understand that there are articles to solve some problems but sometimes I don't have time to read a long article.
What problems is the product solving and how is that benefiting you?
Better and more reliable call quality and connectivity. Reporting is very good also.
Recommendations to others considering the product:
Highly recommend
So easy to use
What do you like best about the product?
That you can use it from anywhere (with wifi)
What do you dislike about the product?
I do dislike how it is reliable so much on wifi as some places I work from doesn't have the best wifi
What problems is the product solving and how is that benefiting you?
The ability to use it on the move from different work places, this would not be feasible with a static desk phone
Talkdesk Review
What do you like best about the product?
The ability to see live status of my team. Makes it easy to see who is doing what.
What do you dislike about the product?
The reporting could be better. It's challenging to drill down into a phone call and some of the reporting items don't reflect what we think is appropriate (ie. pick up rate include calls that are abandoned).
What problems is the product solving and how is that benefiting you?
Warm transferring is easier. You can pick someone's name. Again, it's much easier to see who is doing what.
Recommendations to others considering the product:
Make sure the reporting includes what you need. Sometimes you have to wait for the next round of upgrades before anything is assessed.
Good service
What do you like best about the product?
Talkdesk is the best call centre software we've worked with
What do you dislike about the product?
Setup wasn't as seamless as we had thought initially
What problems is the product solving and how is that benefiting you?
improved customer relations
increase sales
increase sales
Very user friendly
What do you like best about the product?
I use Talkdesk all day long for my job. It is so easy to learn and to use. I would highly recommend it to others to use for their company. It has so many features that are useful to me everyday. I am able to track my calls, listen to my calls again if needed, check my voicemails and monitor calls in the queue.
What do you dislike about the product?
I can not think of anything I do not like.
What problems is the product solving and how is that benefiting you?
I often need to go back and listen to parts of my calls again and being able to do so easily is a great benefit.
Talkdesk, call center in a browser
What do you like best about the product?
The ability to make on the fly changes. You can update anything needed anytime you need. I have even made changes from my cellphone while away from work and they replicate instantly.
What do you dislike about the product?
The inability to delete admin records. If you misspell a ring group and correct it with another, the misspelled one is always an option. They could also separate data better in general.
What problems is the product solving and how is that benefiting you?
Low cost and maintenance call center functionality. Creating complex call trees for client relationships as well as internal IVRs.
Recommendations to others considering the product:
Talkdesk is easy to use. The only downside is if you have a lot of varying call types and trees and specific agents that take specific calls, it can get muddied being in one instance/tenant.
Talkdesk is easy to use and user friendly.
What do you like best about the product?
I like to be able to leave notes in talkdesk right after the phone call and have it go to all platforms.
What do you dislike about the product?
Sometimes quality is choppy and I have to redial the person I am trying to reach. It makes for a poor experience for the customer I am calling.
What problems is the product solving and how is that benefiting you?
We are streamlining our note taking. Before it took a lot of time after the call to log all of our notes into different platforms. Now with talkdesk we can use it to help us save time. At the end of the day the click to call and then note taking makes us more efficient.
Talkdesk Review
What do you like best about the product?
Very little issue with downtime, call quality and integration with Salesforce
What do you dislike about the product?
I think Talkdesk is trending in the right direction with integration to Salesforce, but it still needs some work.
What problems is the product solving and how is that benefiting you?
Callcenter
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