Talkdesk
TalkdeskExternal reviews
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Easy to Navigate, But Reliability Needs Improvement
What do you like best about the product?
When the software functions properly, I find it easy to navigate. I also appreciate the Co-pilot feature, which is quite helpful.
What do you dislike about the product?
We experience frequent technical problems with Talkdesk. Agents are required to restart the application at least once daily due to unexpected audio issues, Co-Pilot failures, or disruptions in communication between Talkdesk and Salesforce. These problems lead to longer call times, as we are forced to manually create and close cases for each call. While agents genuinely appreciate Talkdesk when it functions as intended, the ongoing inconsistency creates unnecessary stress for them. The 'help' we receive for technical issues has been a huge issue, we often get told we didn't provide information we provided multiple times and can never get someone to do more than email us. It feels like we do your technical troubleshooting for you which impacts the time of our agents and members of our leadership team. Leadership ends up being the middle man between the individual(s) having the issue and your company. I have never had that sort of experience with any other software company.
What problems is the product solving and how is that benefiting you?
It isn't really solving any problems for us.
Effortless Scheduling and Performance Tracking
What do you like best about the product?
I like how you can check your scheduled and calls along with your performance, ease to use and number of features is great
What do you dislike about the product?
when there is tech issues which is not offend
What problems is the product solving and how is that benefiting you?
its solving when students talk fast records every word to look back and make sure entering the correct information and with Ai now able to select your wrap sheet after call or email is great
Great Transcripts and Summaries, But Connectivity Needs Improvement
What do you like best about the product?
I really enjoy the live transcript, especially when there not a great connection. This helps keep up with the conversation without having to say "what" all of the time. I also enjoy the summaries as well as the auto-closing of tickets in the system.
What do you dislike about the product?
I feel like there is definitely issues with connectivity to other systems. The inconsistency with connection can definitely cause a delay, especially when there is a high number of calls. This also causes issues with opening tickets sometimes as well. There have been times that CoPilot does not generate the summary in the amount of time allotted for wrap up causing a delay in moving between calls.
What problems is the product solving and how is that benefiting you?
TalkDesk and CoPilot are definitely solving a ease of use when it is functioning as intended which helps with efficient handling and customer satisfaction.
Automate your processes and workflows with Talkdesk's digital resources.
What do you like best about the product?
Talkdesk is an accessible and innovative virtual work system that facilitates the execution of processes and workflows with all its digital automation features, making it easier to manage all your business relationships with your customers.
Talkdesk also offers a centralized and accessible platform that connects to the best work systems and applications, improving the quality and efficiency of all your virtual activities.
Talkdesk also offers a centralized and accessible platform that connects to the best work systems and applications, improving the quality and efficiency of all your virtual activities.
What do you dislike about the product?
I have no negative comments about Talkdesk's digital features and tools, I think it is a very useful and high performance business system.
What problems is the product solving and how is that benefiting you?
My experience using Talkdesk's digital resources has been very positive, improving the control of my processes and workflows with the use of its digital automation features, increasing my productivity and business efficiency.
User-Friendly and Simple, But Room for Improvement
What do you like best about the product?
The tool is easy to use, it's user friendly.
What do you dislike about the product?
The system requests posting a review in order to continue using it and that interferes with work.
What problems is the product solving and how is that benefiting you?
The tool is easy to use, it's user friendly.
Perfect Interoperability and Ease of Configuration
What do you like best about the product?
I greatly appreciate Talkdesk's interoperability with various applications, which allows me to integrate it perfectly with other systems, such as our Salesforce CRM, turning it into a crucial control center for our operations. The ability to manage the system from both an agent's and an administrator's perspective is invaluable, as it integrates these experiences and facilitates a more holistic and efficient management of the call center. Additionally, Talkdesk's ability to adapt to the growth of our system is perfect, as it adjusts to the growing and complex needs of our call center. The initial setup of Talkdesk was surprisingly quick and easy compared to Avaya, which saved me significant time and effort, allowing us to get up and running without unnecessary delays.
What do you dislike about the product?
Initially, it is complicated to manage Talkdesk. The logic of some components, especially when working with variables or custom integrations, requires a very good understanding of Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk optimizes the customer experience and call center operations, allowing for growth and efficient scalability. Its interoperability with applications and tools like Salesforce creates a comprehensive control center. Although initially the management is complex, its setup is quick.
Talkdesk's Reliability Keeps Us Connected
What do you like best about the product?
Talkdesk is available almost all the time and comes with its own KPIs.
What do you dislike about the product?
We receive support through tickets, but we do not have an account manager to keep us informed about updates or news related to Talkdesk.
What problems is the product solving and how is that benefiting you?
Our call center operates online, so we don't have to be in the same location to receive our calls.
Easy Integration and Great Support, but Studio UI Needs Improvement
What do you like best about the product?
It is easy to use and can be integrated with other CRMs quite easy. Good support team by the talkdesk.
What do you dislike about the product?
UI of Studio and Automation Designer can be improved.
What problems is the product solving and how is that benefiting you?
Studio flows helping in enhancing customer experience better than ever.
Very useful platform
What do you like best about the product?
What I like best about Talkdesk is its user-friendly interface and powerful call routing capabilities. The platform is easy to navigate, even for non-technical users, and provides real-time call monitoring, analytics, and reporting that help supervisors manage performance more effectively.
What do you dislike about the product?
What I dislike about Talkdesk is that the platform can sometimes be unreliable in terms of call quality and connectivity.
What problems is the product solving and how is that benefiting you?
Talkdesk is helping us streamline our customer support operations by centralizing all inbound and outbound communication into one cloud-based platform.
Evaluating Talkdesk: Strengths, Weaknesses, and User Experience
What do you like best about the product?
Talkdesk enables communication through voice, SMS, email, chat, and social media, all from a single, unified interface. Agents have access to previous interactions across these channels, which means customers don’t need to repeat information. Additionally, the platform offers real-time dashboards, such as Talkdesk Live, as well as historical reporting through Talkdesk Explore. This allows supervisors and managers to monitor performance, identify trends, and make operational adjustments as needed.
What do you dislike about the product?
Some features (omnichannel, advanced workflows, analytics, etc.) require paying for higher tiers or add-ons, which drives up total cost, and also, reports are not flexible enough, filtering is limited, or getting the specific metrics/data they want requires extra steps
What problems is the product solving and how is that benefiting you?
One, as an agent often spend a lot of time on after-call work (logging, summarizing, data entry), finding information, or switching between tools/systems. This slows down service, increases error risk, and drains agent morale, Calls (or other interactions) may not always be routed to the best available agent, there can be delays, overflow, etc. This reduces first contact resolution, and frustrates customers
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