Talkdesk
TalkdeskExternal reviews
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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.
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.
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