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Excellent Tool
What do you like best about the product?
The tool is very easy to use and has all the required features for an awesome contact center solutions. The reporting is more robust and very helpful to review the stats.
What do you dislike about the product?
Nothing to dislike yet. The application is awesome
What problems is the product solving and how is that benefiting you?
I love that it's super easy to use, it literally took a few minutes to learn how everything works. Plus the widget is amazing for quick calls.
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Talkdesk has made managing our call volume effortless!
What do you like best about the product?
Salesforece integration is fantastic. Reliability of platform, all of the features that we could need like Interactive voice response, Customizable call queues and Automatic call distribution!
What do you dislike about the product?
Nothing! There's nothing currently that we would like to improve. Solid support team & product.
What problems is the product solving and how is that benefiting you?
No problems. Have enjoyed using Talkdesk for several years now.
Recommendations to others considering the product:
Super reliable platform!
Easy to use and great integration
What do you like best about the product?
I love that when using Talkdesk and Zendesk, the tickets autopopulate for incoming calls! Its easy to use and very straightforward. The integration with other apps is very good!
What do you dislike about the product?
At times, it can be a bit buggy and calls will drop. But the issue seems to resolve itself quickly.
What problems is the product solving and how is that benefiting you?
Using it for incoming and outgoing customer contacts. Allows to transfer to other colleagues on the same line
Excellent
What do you like best about the product?
The different disposition that you can switch for different tasks
What do you dislike about the product?
Sometimes blocks the calls and continue ringing loosing calls and affect metrics
What problems is the product solving and how is that benefiting you?
Great tool to manage calls and give us a better response rate
Recommendations to others considering the product:
Great experience for call center use recomended
Great for daily tasks to resolve customer inquiries, very reliable.
What do you like best about the product?
I like the fact that all features and services run smoothly to where rarely technical support is needed but when it is the case we get a response within a minimum amount of time.
What do you dislike about the product?
To be honest we have used it for many years and it is hard to answer what I dislike because there is not anything.
What problems is the product solving and how is that benefiting you?
With Talkdesk we are resolving issues reported by professors and students for all Vista Higher Learning platforms and sites. The benefits we have realized are endless.
Great tool, great support
What do you like best about the product?
Very intuitive. From installation to training to metrics, it was a very easy transition from our old phone service to Talk Desk.
What do you dislike about the product?
Would love to prioritize Ring groups by individual agent. Ex: If we have 4 ring groups, I would like to give priorities to each agent differently, such as 1,2,3,4 and 2,1,3,4, and 3,1,2,4, etc. I do not like it at the level it gets prioritized now, since the top ring group must be completely clear before a call from another group gets attended to. Also- The text to talk feature is way too robotic. We had to substitute Google voice. The call tab should have ability to sort by calls and agent. The software should use the past days, weeks, months performance to make suggestions on best way to meet goals. (Reducing wait times, improving answer rates, ans service level.) Ex: your answer rate yesterday could have been met if you had answered 5 more calls between 2pm-3pm. Or based on the calls and the times they come in, you require x number of agents for the following time segments...
What problems is the product solving and how is that benefiting you?
We've taken advantage of the recorded calls, quickly getting to the source of truth when trouble shooting issues. The call back feature is a big hit, that gives our customers an option if they do not want to wait. The metrics make it real simple to pinpoint areas of improvements, and set baselines. I would love to have a agent scorecard or ability to create one highlighting individual performance vs the team performance.
Recommendations to others considering the product:
Have an implementation plan so you can quickly identify any issues once going live. We didnt have our call back feature properly set and it failed because it wasn't capturing the correct call back numbers. TD quickly jumped in and corrected the issue.
new, interactive, helpful
What do you like best about the product?
communication is easier and has no defects like other systems
What do you dislike about the product?
sometimes didn't allows you to transfer the calls to another extensions.
What problems is the product solving and how is that benefiting you?
Helps us in our daily work, to help our customers
Danielle P
What do you like best about the product?
I enjoy that the call bar, itself, is on it's own separate tab and it is not stagnant.
What do you dislike about the product?
I dislike that in order to change your status after a call you have to click the button on the bottom of the call bar, sometimes if you're not quick enough you will get another call before making the appropriate notes on the previous call you took.
What problems is the product solving and how is that benefiting you?
Talkdesk helps make everything transparent
Recommendations to others considering the product:
I would advise changing the status bar
A consistent phone system
What do you like best about the product?
I like that we are able to see who is online and the different status options in talkdesk, it is very helpful for coordinating phone calls, transfers, and pretty much everything else.
What do you dislike about the product?
There's not much to complain about, occasional network errors but it's hard to tell if that's our internet or not.
What problems is the product solving and how is that benefiting you?
Communicating the clients is pretty much what we do with it, it does it's job and we don't have very frequent issues with calls dropping.
Recommendations to others considering the product:
Talk desk is pretty easy to use and works better than other office phone systems I've used.
Talk desk review.
What do you like best about the product?
Easy to use and can complete a variety of tasks.
What do you dislike about the product?
I don't know if I have anything in particular to critique.
What problems is the product solving and how is that benefiting you?
easy contact with clients and other departments of the company.
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