I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.
Talkdesk
TalkdeskExternal reviews
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Excellence with ease!
What do you like best about the product?
The most helpful tool in Talkdesk is the Copilot feature! Simple cut and paste your converstion, no more typing your conversation in full! Saves on time immensely!
What do you dislike about the product?
I find that I would like to have just 3 widgets - this would be sufficient!
What problems is the product solving and how is that benefiting you?
Displays interaction summary in the case of needing detailed infomation from the call while creating the case
Talkdesk review
What do you like best about the product?
Talkdesk allows me to place a customer on hold and unhold them without having any latency when speaking to them. It also shows me the statuses of my collegues
What do you dislike about the product?
I love everything about talkdesk as it makes my life easy
What problems is the product solving and how is that benefiting you?
I'm able to interact with customers. I'm also able to hear them loud and clear. Talkdesk plays a huge role in making sure I see the correct status that I'm on
I started as a Senior Customer Support Associate and now work as a Customer Experience Specialist.
What do you like best about the product?
Starting in my role as handling customer calls I obviously used Talkdesk more frequently, but now working as a Customer Experience Specialist, I have gained a deeper focus on creating positive customer experiences. I highly value the ease of use and seamless integration offered by Talkdesk in my current role. Its features significantly enhance the customer experience both during and after calls, and I'm pleased to report that there are minimal imminent disruptions or delays that could negatively affect the customer experience.
What do you dislike about the product?
Overall, I find the Talkdesk platform highly enjoyable due to its ease of navigation, seamless integration with other call groups, and useful features like callback options. In the event of a technical outage, I have confidence in our support team to resolve the issue quickly.
What problems is the product solving and how is that benefiting you?
We occassionally experience various outages, and we have a dedicated team that addresses this feedback to resolve the issues promptly.
Talkdesk
What do you like best about the product?
Talkdesk is user-friendly and very much simplifies work.
What do you dislike about the product?
So far there is none that I dislike about Talkdesk, it is interesting to use.
What problems is the product solving and how is that benefiting you?
Talkdesk makes work more easier by enabling us to see caller's details, check aux codes of other agents, track activity times of aux codes, search and listen to recorded calls. The list is just endless.
A wonderful system for smooth operating
What do you like best about the product?
As a Customer Service Representative, having the right tools can make all the difference in delivering exceptional service. TalkDesk has proven to be an invaluable asset in my daily workflow. Its simplicity and user-friendly interface make it incredibly easy to navigate, allowing me to focus more on my customers and less on technical difficulties.
From the moment I started using TalkDesk, I was impressed by how intuitive the platform was. The learning process was smooth and quick, even when it was new to me. This ease of use ensured that I could quickly get up to speed and start delivering the high-quality service my clients expect. TalkDesk has not only streamlined my workflow but has also enhanced my efficiency, making it an essential tool in my professional toolkit. I highly recommend TalkDesk to any CSR looking for a reliable and straightforward communication platform.
From the moment I started using TalkDesk, I was impressed by how intuitive the platform was. The learning process was smooth and quick, even when it was new to me. This ease of use ensured that I could quickly get up to speed and start delivering the high-quality service my clients expect. TalkDesk has not only streamlined my workflow but has also enhanced my efficiency, making it an essential tool in my professional toolkit. I highly recommend TalkDesk to any CSR looking for a reliable and straightforward communication platform.
What do you dislike about the product?
While my overall experience with TalkDesk has been very positive, like any technological tool, it isn't without its occasional hiccups. There are rare instances where I experience disconnection issues or my microphone might disconnect. However, these occurrences are infrequent and have not significantly impacted my ability to perform my job.
What problems is the product solving and how is that benefiting you?
TalkDesk has significantly improved my efficiency as a Customer Service Representative by integrating AI dialogues and providing automatic summaries at the end of each call. These features have made my work more streamlined and less stressful, allowing me to focus on delivering top-notch service. the overall experience with TalkDesk has been exceptional, and I highly recommend it to anyone looking to enhance their workflow with advanced AI tools.
Good tool
What do you like best about the product?
Its very customizable, it has tons of widgets you can use for real time analysis and monitoring, as well as it gives many reports options for different metrics, which can be very personalised.
What do you dislike about the product?
the live reporting option can be a bit slow at times, in a sense that it's being updated with a delay. what i dislike at this point is that the software does not give the user the option to manually request a call from the queue
What problems is the product solving and how is that benefiting you?
Very easy to use and user friendly, great to track the numbers of calls and monitor agents as well
Talkdesk - an Ultimate Telephony Software
What do you like best about the product?
Easier to use, ease of navigation and no downtime.
What do you dislike about the product?
I have nothing to dislike about. It is working as designed.
What problems is the product solving and how is that benefiting you?
Talkdesk is our telephony system. We use Talkdesk to receive incoming calls and chats from our customers. Talkdesk is our main tool to be able to communicate with our customer and assist them in resolving their technology issues.
Talkdesk review
What do you like best about the product?
I like that features like call recording, voicemail-to-email, and automated assigning calls that can improve efficiency and professionalism. The ability to easily add or remove lines and adapt to the company's changing needs. I would like to highlight ensuring clear and uninterrupted communication is crucial.
What do you dislike about the product?
Sometimes it can happen connectivity problems, dropped calls, and system outages that can disrupt business operations.
What problems is the product solving and how is that benefiting you?
Nowadays some products do not provide scalability in terms of exploring scalable solutions that can easily add or remove users and features. Talkdesk provides adaptability to changing business needs and growth. The product provides robust, cloud-based infrastructure with high availability that allows increase reliability and minimise disruptions. The product delivers tools like call recording, reports and analytics, and AI-driven insights that improve customer service, compliance, and data-driven decision-making.
Allows us to leverage metrics and analyze long calls using additional add-ons
What is our primary use case?
What is most valuable?
With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information.
We needed to ensure compliance with specific regulations, which agents could mention at any point during a call. These calls often lasted around thirty minutes, making it extremely time-consuming to verify compliance manually. Observe.AI, with its artificial intelligence capabilities, could analyze the calls and confirm if the necessary information was mentioned, saving us a tremendous amount of time and effort.
I have used TalkDesk for standard metrics and reports, such as tracking call activity and performance.
What needs improvement?
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped.
We never experienced issues like the application not loading, failing to make calls, or crashing.
For how long have I used the solution?
I have been using TalkDesk for two years.
What do I think about the scalability of the solution?
We were about 25-30 people. We never had any issues related to TalkDesk.
How are customer service and support?
Compared to other technical services, its support is excellent. The response, how they address the issue, and their politeness stand out. They are very professional compared to other companies you call. With TalkDesk, they always know what to do because their program rarely has issues.
How would you rate customer service and support?
Positive
How was the initial setup?
I have used TalkDesk with different companies, and its ease of use depends on the company's setup. In one instance, we needed a key to send to someone, who then sent an email back, allowing us to configure the account to make calls.
As a supervisor, I received one email with all the necessary configurations and a second email with a link granting supervisor permissions.
What other advice do I have?
It's not complicated to understand. Even those with a basic understanding quickly grasped it. It's very user-friendly.
If they want an application for making calls and analyzing the information gathered from those calls or metrics, TalkDesk would be a great tool. If you have already implemented AI analysis, then the potential is limitless. The AI capabilities for analyzing and referencing calls are amazing.
Overall, I rate the solution a ten out of ten.
Talkdesk Experience = Very good overall
What do you like best about the product?
I like how easy it is for me and my peers to use it, also I like all the tools it has, this is because our company is very customer-focused and Talkdesk helps us a lot with these tasks.
What do you dislike about the product?
I would appreciate it if at the moment a call is coming through you could see more information as well as if the call history was more accessible and in one place only.
What problems is the product solving and how is that benefiting you?
It is very easy to read, intuitive overall and has many tools we use as the compmany.
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