Talkdesk
TalkdeskExternal reviews
2,499 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Very convenient and user friendly
What do you like best about the product?
Talkdesk is very easy to use and has not given me problems during my calls.
What do you dislike about the product?
I do not like when I click dismiss and it puts me automatically back on available. Usually I am still on after call work and it can be frustrating to get put back in the queue before I am ready
What problems is the product solving and how is that benefiting you?
I like the away status so I can use the bathroom without eating into my break time.
Experience has been mostly good, with some occasional lag
What do you like best about the product?
We have set up click to call with talkdesk and it has helped me focus a lot more
What do you dislike about the product?
it can be a little bit laggy and disconnect sometimes
What problems is the product solving and how is that benefiting you?
Client contacts
Excellent Software
What do you like best about the product?
I really appreciate the ability to swap between Web and Widget mode, it really makes it handy if we are experiencing issues with the widget app, but still need to make calls.
What do you dislike about the product?
I don't dislike anything, although it would be cool if the widget could be built out a bit so we don't need to keep the web app open to review calls and answer voicemails.
What problems is the product solving and how is that benefiting you?
The web app does have loading issues where it won't refresh, even after clearing the browsers cache, so it gets stuck on a loading loop. This can sometimes be fixed by closing the tab and re-signing in, but that does not always work.
It is super useful for reviewing prior calls in case we missed something when noting client accounts, so we can always go back to make sure we noted everything important that was discussed.
It is super useful for reviewing prior calls in case we missed something when noting client accounts, so we can always go back to make sure we noted everything important that was discussed.
Recommendations to others considering the product:
The software is very useful for reviewing prior calls and ensuring we can set our status to what is needed at a moments notice.
Love the insight and reporting
What do you like best about the product?
As a manager, I love the insight provided in the reporting.
What do you dislike about the product?
We occasionally experience call quality issues.
What problems is the product solving and how is that benefiting you?
Insight into employee performance and behavior. We better understand where their time is going.
Recommendations to others considering the product:
Perfectly serviceable soft-phone solution. It's the reporting and data that make it excellent.
Awesome
What do you like best about the product?
That we don't have to use actual phones, the avaya is a really bad system compared to what Talkdesdk is able to do with all the possible options, besides the fact that you can transfer to groups, specific people, or anyone available.
What do you dislike about the product?
Nothing, Talkdesk is pretty awesome and it's very effective!
What problems is the product solving and how is that benefiting you?
The dispositions are really helpful. You can save the contact names, phone number, also you can transfer to calls to different ring groups or to a specific person which is actually pretty amazing, I've been in jobs in which people required to speak with someone directly and no one has the chance to help him/her with that, now we can!
Recommendations to others considering the product:
The dispositions are really helpful. You can save the contact names, phone number, also you can transfer to calls to different ring groups or to a specific person which is actually pretty amazing, I've been in jobs in which people required to speak with someone directly and no one has the chance to help him/her with that, now we can!
showing 1,641 - 1,650