Talkdesk
TalkdeskReviews from AWS customer
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A Talkdesk Admin experience
What do you like best about the product?
Talkdesk has a useability factor offered by no one else. As a Talkdesk admin, processes are quick, simple and easy to use. Whether that is setting up new users, developing custom dashboards from the broad range of reports or setting up custom workflows to ensure each call is being diverted to the correct department. Talkdesk does not fall short on added features.
What do you dislike about the product?
As an admin, I have found that new request for system features, upgrades and new report requests has been slow. The process in which requesting these changes is good. Talkdesk offers a community site whereby admins alike can submit report/change requests which is simple and easy to use. However, the rate at which these requests could be developed has room for improvement.
What problems is the product solving and how is that benefiting you?
Talkdesk has integrated with our Salesforce platform which has vastly improved how we analyze our calls and data. We have also worked with talkdesk on developing the auto dialer system. Once we are confident as a business we can roll this out we foresee that this is going to greatly improve the efficiency of some of our outbound teams.
Recommendations to others considering the product:
Recommend working with the support teams on your business requirements for reports. Although the reports are broad as a business we found there are still a handful of reports we would use daily that are not currently available.
Talk Desk - light, easy to use, but falls a bit short on reporting
What do you like best about the product?
Moving away from a telephony system that was based on hard phones, a bulky infrastructure (hosted in house) and a plethora of maintenance, Talk Desk was a breath of fresh air in its simplicity and lightweight back end.
What do you dislike about the product?
Where Talk Desk falls short is the reporting. It feels like a juxtaposition and the ugly duckling to the rest of the Talk Desk family; there are far too many reporting options but bizarrely misses absolutely "must-haves" such as being able to search via a customer's telephone.
What problems is the product solving and how is that benefiting you?
Another small issue we've had to solve in Talk Desk is the inability to assign Studio flows to individual agents. In our business, this is not a necessity but I can certainly see the business use for this. Hopefully, this is a feature that Talk Desk will consider when moving forward.
Recommendations to others considering the product:
If you're looking for a telephony product to replace the typical PBX, hard phone - make sure you consider Talk Desk! For all of the reasons above, but also due to the customer services qualities of the Talk Desk team. They are ever expanding and have always been a joy to work with.
Reliable Support
What do you like best about the product?
Very easy to communicate issues with the support team. Most fixes will happen within a short time frame as to not impact the business flow.
Very easy to use interface!
Very easy to use interface!
What do you dislike about the product?
There are issues every now and then with the Dashboard. Should have implemented permanent fixes by now. Even though the solutions come fairly quickly, the issues can impact the business performance at times.
What problems is the product solving and how is that benefiting you?
Clear and efficient communications with clients and customers where technical support or business solutions are provided.
Quality check can happen with a few clicks as the calls are recorded and are available for review.
Quality check can happen with a few clicks as the calls are recorded and are available for review.
Recommendations to others considering the product:
Go for it. The best of it's kind. Updated and in allignment with current trends.
Reliable
What do you like best about the product?
Talkdesk is a reliable tool that is a must-have to any business looking into switching from desk phones to a web-based phone system. The reports are amazing!
What do you dislike about the product?
Like everything, Talkdesk isn't 100% or 10/10 however, their support is top-notch and responds quickly if there is an issue.
What problems is the product solving and how is that benefiting you?
We love using all the reports to help us with goals and metrics for each customer service agent.
Bassias review
What do you like best about the product?
The ease of functinality, lines are clear and not blurred or with interferance and transferring calls etc is seamless.I use this software with salesforce and it is seamless.
What do you dislike about the product?
Sometimes there is a slight lag when ending the call and going to log notes, that could be improved on. Sometimes i think it would be great to be able to edit the talk desk appearance to better bring attention to it, minimising functionality or lock to bar
What problems is the product solving and how is that benefiting you?
Assisting clients in solving problems, helping with sign ups and walking through their side of things. Talkdesk feeding the clients calls straight to me is very helpful to avoid further back and forth unnecessarily.
Recommendations to others considering the product:
This is a very easy system to use, it works well with other call centre programs such as salesforce and is highly functionable.
"Call Center Certified for sure"
What do you like best about the product?
It's very user-friendly. Easy to understand and gain knowledge about it
What do you dislike about the product?
When it comes to running reports you have to select the number of days that your reviewing instead of allowing you to choose the date
What problems is the product solving and how is that benefiting you?
Easy to filter between different sites and easy to monitor agents that are on calls. The benefits are that you don't have to be going through all users only selected users.
It gets the job done
What do you like best about the product?
I like that it's easy to set up real-time dashboards to easily monitor call groups. I am able to set up multiple dashboards in order to watch several different groups of call types.
What do you dislike about the product?
The reporting is a little hard to get used to at first. Learning what reports will provide what data was time consuming and then I still have problems in creating adhoc reporting on my own.
What problems is the product solving and how is that benefiting you?
Being able to differeniate calls from our internal groups to those that are handled by an outside vendor was a pressing issue that was recently solved. Having everything in one program has been awesome. Setting up call taker profiles is a breeze as is setting up an IVR.
Recommendations to others considering the product:
It's a good product with a slight learning curve but they offer great support.
Easy to use yet a robust customer support tool!
What do you like best about the product?
Integration capabilities with external CRM tools like Salesforce which we use for our customer support
What do you dislike about the product?
It would be great if the product has the ability to edit call notes for a previous call.
What problems is the product solving and how is that benefiting you?
Helping our customers successful in tracking/managing their assets with timely support
Talkdesk
What do you like best about the product?
Ease of use and all voicemails in one place
What do you dislike about the product?
Interface is boring and the system seems to be running on old software
What problems is the product solving and how is that benefiting you?
Keeping all messages organized and enabling our CS/Sales teams to receive calls/messages from the queue more effectively
Sometimes throws issues and kicks you out the session and transferring issues as well.
What do you like best about the product?
Is easy to use and to follow. I like the caller id and copy option as well.
What do you dislike about the product?
From time to time kicks me out the session and takes few times to get back in.
What problems is the product solving and how is that benefiting you?
Communications between team members is better.
Recommendations to others considering the product:
Fix that thing that kicks you out and takes few times to log back in.
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