Talkdesk
TalkdeskReviews from AWS customer
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What do you like best about the product?
Reporting is easy to download and manipulate
What do you dislike about the product?
I need to use it a bit more to be able to provide more info
What problems is the product solving and how is that benefiting you?
Tracking types of calls
Great for Voice support but could do better in OMNI channel and with their WFM partner-Verint monet
What do you like best about the product?
The reports dashboard and ability to customize reports and the new live reporting
What do you dislike about the product?
The fact that the ACW metrics isn't available in all data sets when you needed customize reports. That
What problems is the product solving and how is that benefiting you?
Our work from home set up and its analytics gave us better decisions and could quickly react to it.
Reliable Software at Scale
What do you like best about the product?
Ease of use and IT administration is seamless
What do you dislike about the product?
Nothing really, it's a seamless piece of software. Perhaps an update to the UI may be in order
What problems is the product solving and how is that benefiting you?
We are using Talkdesk for our merchant care and merchant success teams. Benefits are having the info all in one place for leadership
Talkdesk Review
What do you like best about the product?
I can use Talk Desk to manage my team and monitor how they are doing day to day and able to see if they require help just at a glance. Page updates very quickly in real time and gives immediate feedback on what codes advisors are currently set to.
What do you dislike about the product?
Overall a very useful tool. Can be hard to set up all the widgets on the monitoring page to find what I am looking for at a moment's notice as there is a lot of data that I want to be displayed across multiple teams.
What problems is the product solving and how is that benefiting you?
Can get a very good understanding of call volume incoming enabling an idea of how many resources should be moved to a particular workstream at any time. Can get a visualisation of what the team is doing at any one time to monitor productivity.
Recommendations to others considering the product:
East to use and understand from a management perspective
My Review on TalkDesk
What do you like best about the product?
The new dashboard seems to have great information.
What do you dislike about the product?
Inability to make outbound calls with a sip phone currently.
What problems is the product solving and how is that benefiting you?
Call Center as well as Chat. Because of talkdesk, agents can be more accountable for the calls they are taking.
Smooth rollout with room for growth
What do you like best about the product?
The simplicity of the studio components makes layout and planning simple. Changes are also simple. Likewise, the live reporting features are fantastic and make real-time monitoring easy. We have become dependent of the live dashboards.
What do you dislike about the product?
There is a need to grow how the studio flows operate with transferring. When transferring calls from one queue to another, the transfer logic is limited and bypasses the logic setup in the flow. If the ability to transfer callers to a point in the flow via a shortcut existed (rather than the required direct to queue transferring), life would become much simpler for our agents.
What problems is the product solving and how is that benefiting you?
Updating our previously out-of-date contact center management software. The benefits we see are in the flexibility and management of the tool. It is so simple to manage that application owners do not require an intense technical background to manage. This frees up our engineers to stay out of application management.
One of the best options for a functional, hosted call center. Good integrations with Salesforce.
What do you like best about the product?
Customer support during onboarding was outstanding. Patient help.
What do you dislike about the product?
Outages. I don't care if it was an AWS problem, it is perceived as a talkdesk problem and talkdesk is hard to get a hold of when there is a serious outage.
What problems is the product solving and how is that benefiting you?
call center agents from across the country all have the same agent experience.
Talkdesk Review
What do you like best about the product?
Comparing it to the previous call system we used, Talkdesk is more user-friendly. Besides the better user-experience, it also allows managers to get a good overview, as well as in the shift, as after shifts like end of month reports.
What do you dislike about the product?
Not directly a point to dislike about Talkdesk but the switch from our current telephony system to Talkdesk was quite different as there are so many options to choose from. Also I would not know how to request changes if we had no point of contact. Besides that there is not much I would remember right now which could be disliked.
What problems is the product solving and how is that benefiting you?
Trackability and vision over the calls are for sure the biggest benefits for me personally. Also we use it to reach a higher reachability and to eliminate lost calls we had with our old system.
Recommendations to others considering the product:
Create a Dashboard you can work with to keep track of important KPI's. Click through every tiny bit of system to understand it with its full potential.
Good tool, with all needed complimentary tools attached
What do you like best about the product?
The simple way of working, easy admin setup and nice tool which are included in the software such as speech to text
What do you dislike about the product?
No real ticket management work can be done in talkdesk
What problems is the product solving and how is that benefiting you?
Call center calls, Quality Monitoring and WFM tooling
Recommendations to others considering the product:
Make sure you know what's all possible and use everything as a total package
Easier and scalable
What do you like best about the product?
Implement Talkdesk is easier than others platforms. Studio is really good and provide a lot of functionalities.
What do you dislike about the product?
Integrations is tricky and a blackbox if you are a little out of the line is imposible to do something custom.
What problems is the product solving and how is that benefiting you?
Regional scale was solved eith Talkdesk. It's so simple to buy a phone number and be ready to work in every country!
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