Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Very nice experience
What do you like best about the product?
How it helps us connect to the other persons
What do you dislike about the product?
Sometimes it goes crazy, and a little slow
What problems is the product solving and how is that benefiting you?
The issues customers called having issues with, being able to connect with them
Recommendations to others considering the product:
Make the app a little faster
Talkdesk allows me to get easy reporting with minimal effort on current and previous dates.
What do you like best about the product?
The best part is being able to see things in one location. With dashboards, I can also share a custom setup with other agents whom it might be useful to.
What do you dislike about the product?
Sometimes it can be hard to find the reporting I need with the newest set of updates. While sharing is quite helpful sometimes, it can be hard to get what I need at times.
What problems is the product solving and how is that benefiting you?
With my team, I have been able to take and create a huge reporting system that not only reports what the higher-ups on the team need but also provides what I can use on a daily basis using key matrics like SLA and total away time.
Recommendations to others considering the product:
If you are already considering Talkdesk this is a great all-in-one solution for your needs. Likely it can fit what you are looking for and more. The best part is that it just works. Period. You can set up custom reporting, easily share and generate reports all on a timeframe that works best for you.
TalkDesk
What do you like best about the product?
Overall it is a good application. Easy to use.
What do you dislike about the product?
Sometimes it is glitchy and needs a call waiting feature.
What problems is the product solving and how is that benefiting you?
It has good presentation.
Talkdesk is a great way to communicate with a large listing of people
What do you like best about the product?
I can click and dial to call the client I am working with. I can also set a disposition for the call (meaningful call, hangup, no answer), which works directly with our CRM to log the notes. I am able to quickly view my team's call notes and see what occurred during every call. I can click on the calls to listen to the call recordings and also associate it with our call monitoring program and have coaching sessions and evaluations with my team.
What do you dislike about the product?
The connection with our CRM isn't always working. I often have to clear my browser history and cookies because it doesn't link together. It sometimes also does not log calls within our CRM. There are often issues when people on the team have access to two different CRM bases, causing connectivity issues. We often have to get help from our help team to fix this issue, which can take away from productivity daily. This is something we are looking to resolve ourselves. However, the issues are usually high-level problems that we are unable to fix ourselves.
The other problem is that our calls don't always record within our Talkdesk activity within our CRM. This sometimes shows that my team has not reached out to a client when they actually have.
The other problem is that our calls don't always record within our Talkdesk activity within our CRM. This sometimes shows that my team has not reached out to a client when they actually have.
What problems is the product solving and how is that benefiting you?
I am able to work faster because I can click to dial the client I am calling. I am also able to keep notes after each call, which saves the headache of searching for info on activity history when calling again. We are also able to vbe more productive because we can open multiple pages, click on the phone number, talk to the client, and then close out the call.
Recommendations to others considering the product:
Connect it with your CRM that you are using. It makes calling and note taking much simpler and easy to find your informaiton.
Great Telephony Platform
What do you like best about the product?
Talkdesk is a good tool for inbound/outbound calls. It offers a really good live dashboard and many different reports that can help you manage your team very well.
What do you dislike about the product?
It does have some limits from time to time. It did not have APIs available for all the plans before but that's not the case anymore. I do wish they offered more integrations and had connectors for ETL tools/fetching reports out of Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk is a great tool that can help manage call queues, SLAs, and team members across different channels in a very efficient way. Talkdesk reporting can help you get a better understanding of your business.
One of the best contact centre calling application
What do you like best about the product?
The user interface of Talkdesk is very friendly and easy to use. The functionality available with this application is very useful, I can create my own team and can add my whole team here. Monitoring my team members becomes so easy with this feature. I can also get different reports for my team which is very useful.
What do you dislike about the product?
Talkdesk has many features which I personally like a lot but at the same time, there are very limited customization features available to us. Many times, I need certain functionality in my way of liking but I don't get the option to customize the existing functionality.
What problems is the product solving and how is that benefiting you?
We are using Talkdesk mostly for calling our customers. It has become very easy in assigning different calling numbers to my team members for calling and at the same time, I can track the performance of each member very efficiently.
Recommendations to others considering the product:
I will highly recommend Talkdek to everyone as a contact centre solution.
Great platform with some bugs
What do you like best about the product?
The practicality of the app, it's straightforward to use and has a lot of great features for the direct users. Searching calls is also really simple and gives easy access to find specifyc calls.
What do you dislike about the product?
The only downside is the unexpected problems that arise here and there. One day it works fine, but the next day, there is a breakdown or some issue that slows down the service, and it's impossible to make calls.
What problems is the product solving and how is that benefiting you?
The main thing is to communicate with all parties involved in the process. We use it to solve customer-related issues when it's urgent, and we benefit a lot from the quality of the calls.
Recommendations to others considering the product:
Reduce breakdowns and make the smooth working time consistent
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.
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