Talkdesk
TalkdeskExternal reviews
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Financial Services
What do you like best about the product?
I love that Talkdesk automatically populates a new case through Salesforce. This helps me keep my call organized and makes it a very seamless process. I also like that you can create the contact that way when they call in you know for the most part who you are speaking with. It is also helpful that if a person has called in previously it lets you know and you can easily click on the cloud to bring you to Salesforce. I also like that you can copy and paste the phone number from the TD as well as the case number.
What do you dislike about the product?
When I have someone on the phone, and I need to make an outbound call there is not a way to put the patient on hold, call and then click back over to let the patient know it is taking a while. It would provide a better customer experience if we had the ability to click back and fourth between lines. I would also like to know if there is a way one can get their own direct extension?
What problems is the product solving and how is that benefiting you?
Populating a new case has cut down my time working on a case by half. It is fantastic! Can easily pull up the case that someone else has worked on as well.
Recommendations to others considering the product:
It is an easy, fast way to speak with customers. There have not been many issues with not being able to hear patients and it makes the whole process.
Customer Service Manager
What do you like best about the product?
I like the auto-dialing functionality of TalkDesk.
What do you dislike about the product?
I dislike having to adjust my sound settings daily to work with my laptop, monitor, and headset.
What problems is the product solving and how is that benefiting you?
biggest benefit = reporting
Drastic Improvement in No Time
What do you like best about the product?
Call quality is excellent and the implementation went rather smoothly once the product was ready. The data and reporting tools are just we need to make data driven decisions for our business
What do you dislike about the product?
Integration to Salesforce for contacts is limited, as creating contact in TD can take 30 min to populate to Salesforce. The notes from Callbar don't transition to Salesforce either, so that aspect is not very helpful to us.
What problems is the product solving and how is that benefiting you?
Our call quality has drastically improved from the soft phone we were using before. We have much better reporting from Talkdesk to analyze our call volume and make data driven decisions to improve our service levels and meet KPIs. Our team loves the new tool, and it has been easy to integrate into our workflow.
Recommendations to others considering the product:
They are developing their Explore tool, which will offer even greater levels of reporting and data. Ask about it if you're considering moving forward. Our experience has been great!
Talkdesk Brought Us to the Next Level!
What do you like best about the product?
The most helpful thing about Talkdesk is the easy integration with Salesforce. Cases pop automatically and make the agent experience much more seamless. It's been a hit with our team and our company as a whole. I would highly recommend it!
What do you dislike about the product?
The one thing I would suggest to improve is having the notes taken in the callbar create a post on the case in Salesforce.
What problems is the product solving and how is that benefiting you?
Talkdesk allows us to use case pops.
Good tool for CallCenter after being up and running
What do you like best about the product?
It's very customizable compared to our previous phone system.
What do you dislike about the product?
It does not integrate with Domo very easily. I cannot speak about the integration with Tableau, Power BI, etc. though.
The implementation time was a lot longer than expected. We discussed a must-have requirement during the sales process and were told that they had that ability. (This is a custom way to lookup users in Salesforce to connect the calls to the correct users) When we were getting ready to go live, Talkdesk did not have that solution and it took several months to get that solution implemented.
The implementation time was a lot longer than expected. We discussed a must-have requirement during the sales process and were told that they had that ability. (This is a custom way to lookup users in Salesforce to connect the calls to the correct users) When we were getting ready to go live, Talkdesk did not have that solution and it took several months to get that solution implemented.
What problems is the product solving and how is that benefiting you?
Talkdesk has solved a lot of our issues with calls being transferred a lot. Their customization for the IVR has allowed callers to get to the correct person faster and easier.
The call quality has dramatically increased over our previous VOIP software. Despite having gigabit internet and speeds way about the recommended for our past solution, we did have call issues with it.
The call quality has dramatically increased over our previous VOIP software. Despite having gigabit internet and speeds way about the recommended for our past solution, we did have call issues with it.
Recommendations to others considering the product:
Overall pretty good. If you don't need tons of customization, it might be more sophisticated than what you need at the time though.
Great Platform for Cloud Contact Center!
What do you like best about the product?
I love the ability to purchase additional numbers when they are needed. It is such an easy process to purchase them and it can be done without contacting anyone. The other feature that we really love is Talkdesk's ability to enable mobile Contact Centers.
What do you dislike about the product?
So far, we have not found anything that we do not like about Talkdesk. Talkdesk has been a wonderful platform that has met our very specific program needs.
What problems is the product solving and how is that benefiting you?
Talkdesk has provided a solution for us that no other Cloud Contact Center provider can. We have contacted and seen demos from all the other major players in the industry, but none of them can provide a truly mobile experience that Talkdesk can. We are not even close to a traditional Contact Center, in that we do not have a centralized hub where the action takes place. 95% of our operations occur out in the field with Case Managers making in person visits and contacts with our clients. Our clients are ones that are significantly at risk of their lives constantly and are unable/unwilling to contact a traditional 1-800 number for any form of assistance. When we come in contact with our clients, they are assigned an individual Case Manager who they contact via work cell phone. The clients will not call the 1-800 number and transfer to the agent, like most Contact Centers. Talkdesk is the only platform that will allow us to operate a Contact Center in this fashion with each Case Manager assigned a separate number that can be dialed directly and have the Case Manager work on a mobile device only, but still have all the functionality of a Contact Center.
Recommendations to others considering the product:
If you are looking for a mobile deployment, like we have, look no further than Talkdesk. They can accomplish this with a level of ease that is astounding.
Great Program, Very functional!
What do you like best about the product?
Very easy and functional for making and receiving calls!
What do you dislike about the product?
When making an outbound call, it would be good if the confirmation option was missed.
What problems is the product solving and how is that benefiting you?
Being able to monitor the incoming calls and previous history.
My Talkdesk Experience
What do you like best about the product?
The best part that I like about Talkdesk is the Dashboard and how it breaks down the different skills and our service levels.
What do you dislike about the product?
The reporting tool can be quite confusing and not as complete as I would hope for.
What problems is the product solving and how is that benefiting you?
Talkdesk has brought a better way to skilled agents and to breakdown service levels in our call center. It is something that we were missing from previous tools we had before we acquired Talkdesk.
Recommendations to others considering the product:
n/a
Might have underestimated training and setup needs prior to roll out
What do you like best about the product?
Initial setup as a user was straightforward and UI was simple to understand.
What do you dislike about the product?
Some of the admin setup might be confusing. During our rollout, some voicemails were missed, but that could have been an internal training issue.
What problems is the product solving and how is that benefiting you?
We're using TalkDesk for our company's phone system. Because we're relatively early on in our implementation, we haven't yet realized some of the routing/transfer capabilities (backlog of admin work on our side), but I'm excited to be able to soon.
Recommendations to others considering the product:
Get a plan for your in-house assets prior to launch.
Explore = big improvement
What do you like best about the product?
Callbar app is very intuitive for agents
What do you dislike about the product?
Unable to log initial agent interaction after transferring calls
What problems is the product solving and how is that benefiting you?
Developing a quality assurance program using the new Explore feature
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