Talkdesk
TalkdeskReviews from AWS customer
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Incredible Info Log
What do you like best about the product?
Transferring calls using warm and cold transfers is the best communication link integration. I love this as it makes managing client calls easier. You have access to other agents' talkdesk activity, which makes it easy to transfer or take a message.
What do you dislike about the product?
The only snag is the usage of headphones during outgoing or incoming calls. The quality of calls immediately degrades if the W-Fi connection is slow or no headsets are connected to the device.
What problems is the product solving and how is that benefiting you?
Decreasing the number of agents needed on a calling line, the caller can be transferred directly to a department without putting them on hold for long.
Great Call Center Tool
What do you like best about the product?
I really like the ability to transfer calls between available agents. All available agents get the call and when someone picks up you get notified that another agent has picked up the call.
What do you dislike about the product?
Unfortunately, some features need further polishing. Switching between different access applications doesn't always work seamlessly. If you are using Windows 10, the Callbar application ca steal your microphone instead of allowing it to be accessed by other applications. This is frustrating when you constantly have to go into Microphone Privacy Settings to disable and re-enable your microphone in order to get access to it again. There should be a an option that if using an External SIP device that it does not try to access your microphone.
What problems is the product solving and how is that benefiting you?
Call recording is always on, which allows me to go back to other agents calls, listen to them, and then follow up on their case more thoroughly. This is incredibly helpful if they've asked for my help where both the person they were supporting and themselves had to go off shift.
Easy to use VOIP client and system
What do you like best about the product?
Simplicity, easy-to-find options, and robust administrator portal. Like the ability to route calls to a different handset. Transfering users is very simple and easy to understand.
What do you dislike about the product?
Sometimes due to service outages will cause glitches with the callbar client and will get stuck. Have noticed that sometimes calls will get glitched and fail to route.
What problems is the product solving and how is that benefiting you?
We work in operations, we use talkdesk/calbar as a critical infrastructure to communicate with our clients. Easy to use interface makes it easier on our workload.
Great product and service
What do you like best about the product?
The system's flexibility to create different setups as you want them to meet the needs of your different markets/customers.
What do you dislike about the product?
The users callbar (computer phone) does not show a call history of recently made or received or missed calls.
What problems is the product solving and how is that benefiting you?
Since implementation, the use of Talkdesk resulted in a reduction in the total number of abandoned calls, dropping 50%. We also took advantage of Talkdesk’s call-back request option, which continues to garner positive feedback from customers across the globe.
My Exceptional Service Experience With Talkdesk
What do you like best about the product?
Talkdesk has exceptional customer service and is always very responsive in answering and meeting our support needs.
What do you dislike about the product?
Although the knowledge base is easily accessible, I'm not always able to find relevant articles for my questions or needs.
What problems is the product solving and how is that benefiting you?
Using Talkdesk, we can quickly and easily respond to our customers' calls and needs. Being a Talkdesk Admin has enabled me to help support all our agents as well.
Review of Talkdesk
What do you like best about the product?
There is not a ton of confusing controls, and the simplicity of the tool allows for a quick start. The support pages are complete, easily navigated and the most comprehensive I've had the pleasure of utilizing.
What do you dislike about the product?
Very little, only some challenges occurred when trying to mix reports
What problems is the product solving and how is that benefiting you?
Excellent insights into the call routing that is easy to follow, the clear insights into the call data show routing and what options customers are choosing before getting to the agent.
Talkdesk proved to be a major upgrade in phone systems
What do you like best about the product?
Talkdesk is easy to set up, customizable, and easy to maintain. Their support team has always been helpful if we run into one-off issues. TD was a major upgrade from our old system.
What do you dislike about the product?
Talkdesk has a reporting tool called Explore. The out of the box reports and dashboards are helpful, but it would be better if users could create reports from scratch. They don't always have the metric we are looking for.
What problems is the product solving and how is that benefiting you?
Our old phone system couldn't be customized without the help of IT. Now, I can create flows, individual numbers and make sure calls get to where they need to be.
An amazing, smart and puntual telephony tool powerful to escale.
What do you like best about the product?
The platform is very friendly in every aspect for the agents, supervisors, admins, and even the developers. Also, the incredible flexibility it provides for personalization.
What do you dislike about the product?
Talkdesk has no native connection in Fivetran, which will make it difficult to migrate the data tables in our internal warehouse. Also, it has no note tools (like macros) for the agent's ACW. It would be nice to have access to modify the ADC profoundly.
What problems is the product solving and how is that benefiting you?
The rush for escalation in the company, since we had been duplicating the customers that we receive and attend. Improve the poor call quality for Mexico, Ecuador, and South Africa operations.
Recommendations to others considering the product:
Talkdesk provides a remarkably intuitive and friendly interface yet powerful capabilities, settings, and performance. The metrics are on the point and easy to address.
I like working on talkdesk yet the sometimes it makes some creepy noises.
What do you like best about the product?
The convenience of just copying and pasting the phone number. Also, the way it identifies the contact and displays right in front of you. The straightforwardness of the application is the plus point along with the ability to hear your own call.
What do you dislike about the product?
I don't have much to say when it comes to what I don't like. But yeah this can be improved by putting a much sweeter ringtone when you call somebody. The ringtone right now is a bit irritating. I like the way it saves the credentials but if it could just have us logged in then that could have made our lives easier as once we login the time it takes to load is more.
What problems is the product solving and how is that benefiting you?
I use the talk desk when there is an actual conversation required to solve an issue that can't be resolved over an email. Talking over the talk desk provides more clarity and better outcome. It is often used to help our customers troubleshoot any technical error and it does make them feel like an actual phone call conversation. The consumers are happy to hear a clear and normal sound rather than a robotic sound coming out of the phone.
Recommendations to others considering the product:
I will recommend the talk desk to others due to the number of functions it offers and its user-friendly interface. Life has become much easier with the ability to control the call and listen to it afterwards to see the room for improvement. I often prefer the talk desk over the other tools that I have used in the past to make calls.
Talkdesk is a very useful live tool to check and track calls made/lost/time and so on!
What do you like best about the product?
I really like the intuitiveness of it, how we can create views according to our needs.
What do you dislike about the product?
Sometimes we have agents with issues to login, but that does not happen often.
What problems is the product solving and how is that benefiting you?
We can see live if the call volume is too high and put more agents to get calls. We can also track which agents are not online or to long in the wrong status.
Recommendations to others considering the product:
Talkdesk is an excellent tool that can show live phone contacts and also advisors statuses.
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