Talkdesk
TalkdeskExternal reviews
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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Updating our previously out-of-date contact center management software.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!
Flexible solution for customer service
What do you like best about the product?
IVR Flow design tool -
Salesforce integration -
Overall simplicity to use
Salesforce integration -
Overall simplicity to use
What do you dislike about the product?
report building is somewhat complicated - some relevant features are missing like to validate if the call was hung up by the agent or the caller - support doesnt always presente the best solution
What problems is the product solving and how is that benefiting you?
The Salesforce integration component allowed us to reduce AHT by 10%
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
Recommendations to others considering the product:
Easy to deploy, use and admin. Just be sure to check that your requirements are all being considered during the implementation phase.
Great overall product
What do you like best about the product?
I love the omnichannel functionality and the ability to integrate salesforce directly in.
What do you dislike about the product?
Not being able to speak to reps internally like a typical SIP phone provider. They must be online to do so
What problems is the product solving and how is that benefiting you?
Omnichannel functionality, SMS, live chat
Wonderful Experience
What do you like best about the product?
Talkdesk has an amazing support team for any technical difficulties and they were super helpful with the initial set up for all users.
I love that the program also opens in chrome and having part of my browser makes it super EASY to access information.
I love that the program also opens in chrome and having part of my browser makes it super EASY to access information.
What do you dislike about the product?
Really hard to find something to dislike. I would really like to have an option to change the size of the callbar window. It is one size and I can only minimize it or put it in the background.
What problems is the product solving and how is that benefiting you?
Talkdesk has really helped us communicate more efficiently with our customers. The program is up to date and with customers being able to input their info in before a call, we have their account opened and ready to assist.
Recommendations to others considering the product:
I would highly recommend implementing Talkdesk
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