Talkdesk
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Talkdesk review
What do you like best about the product?
Talkdesk Review: A Game-Changer for Modern Call Centers
Talkdesk has truly revolutionized the way I manage and support my team. The platform offers an impressive suite of tools that go far beyond basic call handling, making it an all-in-one solution for workforce management, quality assurance, and streamlined communication.
One of the standout features for me is the Workforce Management (WFM) system. It gives me real-time visibility into what my team is doing throughout the day—from when they log in, to their active statuses, scheduled breaks, and lunch times. This has helped tremendously in balancing workloads, planning ahead, and quickly identifying gaps in coverage. It’s especially helpful in keeping our day organized and ensuring we’re staffing appropriately during peak hours.
Another feature I can’t speak highly enough of is the Call Evaluation Forms. They make it incredibly easy and efficient to review team members’ calls. The forms are customizable, and using them has cut down our review time drastically while still maintaining quality and consistency. It allows us to provide timely feedback and coaching without digging through long recordings or jumping between systems.
One of the most powerful additions Talkdesk has brought to the table is the AI-powered transcription and summary notes. This feature automatically generates a script of every call and provides an AI-generated summary note. This has been a game changer when needing to quickly look back at a specific call—whether it’s for coaching purposes, conflict resolution, or simply to verify what was said. No more listening to entire calls just to find one key detail. It’s saved hours of time and improved our responsiveness across the board.
In short, Talkdesk has helped us become more efficient, more informed, and more consistent in our service. It empowers leadership with the tools we need to manage smarter, while also supporting agents with a smooth and intuitive interface. It’s clear that the platform was designed with both supervisors and frontline agents in mind.
Talkdesk has truly revolutionized the way I manage and support my team. The platform offers an impressive suite of tools that go far beyond basic call handling, making it an all-in-one solution for workforce management, quality assurance, and streamlined communication.
One of the standout features for me is the Workforce Management (WFM) system. It gives me real-time visibility into what my team is doing throughout the day—from when they log in, to their active statuses, scheduled breaks, and lunch times. This has helped tremendously in balancing workloads, planning ahead, and quickly identifying gaps in coverage. It’s especially helpful in keeping our day organized and ensuring we’re staffing appropriately during peak hours.
Another feature I can’t speak highly enough of is the Call Evaluation Forms. They make it incredibly easy and efficient to review team members’ calls. The forms are customizable, and using them has cut down our review time drastically while still maintaining quality and consistency. It allows us to provide timely feedback and coaching without digging through long recordings or jumping between systems.
One of the most powerful additions Talkdesk has brought to the table is the AI-powered transcription and summary notes. This feature automatically generates a script of every call and provides an AI-generated summary note. This has been a game changer when needing to quickly look back at a specific call—whether it’s for coaching purposes, conflict resolution, or simply to verify what was said. No more listening to entire calls just to find one key detail. It’s saved hours of time and improved our responsiveness across the board.
In short, Talkdesk has helped us become more efficient, more informed, and more consistent in our service. It empowers leadership with the tools we need to manage smarter, while also supporting agents with a smooth and intuitive interface. It’s clear that the platform was designed with both supervisors and frontline agents in mind.
What do you dislike about the product?
There is honestly nothing to dislike about Talkdesk. Every feature they offer is thoughtfully designed and works exactly as intended. From call monitoring to workforce management and AI-generated call summaries, everything runs smoothly and helps make managing a team so much easier. On the rare occasion there’s a technical issue, their support team is incredibly responsive and quick to resolve it. They’re reliable, innovative, and clearly invested in making their platform the best it can be. Highly recommend!
What problems is the product solving and how is that benefiting you?
Currently we do not have any issues that talkdesk is needing to resolve everything is running smoothly!
Talkdesk has proven to be an intuitive and efficient tool for customer support.
What do you like best about the product?
Talkdesk is an intuitive and comprehensive platform for customer support, offering omnichannel service, intelligent routing, native CRM integrations, and real-time monitoring features. Its AI automation capabilities, detailed reporting, and cloud-based interface simplify daily tasks for agents and managers, improving efficiency, reducing handling time, and providing a faster, more personalized customer experience.
What do you dislike about the product?
Although Talkdesk is a robust platform, it has some limitations, such as difficulties in customizing reports and more complex workflows without technical support, as well as a learning curve for advanced features. There can also be occasional instabilities, complete dependence on the internet, and, in some cases, slow technical support.**
What problems is the product solving and how is that benefiting you?
such as long wait times, difficulty managing multiple channels, and lack of quick access to customer information. This has benefited my work by enabling faster, centralized, and more efficient service, improving customer satisfaction and making it easier to track interactions.**
Very easy and efficient
What do you like best about the product?
What I like best about Talkdesk is the new AI macros—they’ve really streamlined our workflow and saved time on repetitive tasks. I also appreciate how user-friendly the platform is, which makes training and navigation easy. It’s a great tool for keeping track of cases efficiently and staying organized throughout the day. It’s made a big difference!
What do you dislike about the product?
I don’t have many negatives to say about Talkdesk—it’s been a great tool overall. If I had to point out something, it would be that cases don’t always link together when a customer calls multiple times on the same day. It would be helpful if those interactions automatically connected for better case tracking and continuity.
What problems is the product solving and how is that benefiting you?
Talkdesk helps streamline my daily customer support calls by efficiently managing inbound calls and automatically creating cases. It keeps everything organized in one place, which saves time and reduces manual work. The integration and case-tracking features help me stay on top of customer issues and provide more consistent, accurate support.
Talk Desk keeps all the tools necessary for a successful day readily available!
What do you like best about the product?
Unique features and extremely user friendly.
What do you dislike about the product?
Somewhat slow loading processes with the AI feature.
What problems is the product solving and how is that benefiting you?
Generating customer conversations, makes taking notes easy. As well as reflecting back on conversations without having to listen to a call.
Talkdesk Review
What do you like best about the product?
Talkdesk is an exceptional platform that I have had the pleasure of working with. The platform provides you with the capability to effectively manage various cases while handling customer inquiries and issues. I rarely encounter errors while using it, which significantly enhances my productivity. The AI-powered tools simplify the note-taking process by providing concise summaries of each call. Additionally, when composing emails, the platform also allows for AI-generated responses that are more detailed and informative.
What do you dislike about the product?
I have no dislikes regarding the platform. It enables me to make both inbound and outbound calls seamlessly throughout the day, which greatly enhances my productivity.
What problems is the product solving and how is that benefiting you?
Talkdesk effectively addresses several challenges I face, such as providing customer details prior to answering the call. Additionally, it allows me to quickly access previous call histories.
Adoptable environment
What do you like best about the product?
Capabilities to integrate in other Systems and applications
What do you dislike about the product?
When it comes to connection it requires a high latency of internet
What problems is the product solving and how is that benefiting you?
Training with the integration of systems
Most user friendly & state of the art call center
What do you like best about the product?
Studio flow designer has advanced features that allow us to customize our call customer experience to what we need in order to provide world-class customer experience. It is very easy to use. Everything we need our agents to do - we're able to do on TalkDesk - put customer on hold, transfer, make notes after a call, pull up Salesforce contact profile. We've got great support from the success & support team as well.
What do you dislike about the product?
Some limitations with reporting; reports lag a lot hindering us to rely on the TalkDesk reports more often
What problems is the product solving and how is that benefiting you?
Handling heavy call volume with minimal abandons, triaging calls
A game changer for customer and staff experience
What do you like best about the product?
TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve!
What do you dislike about the product?
Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it.
What problems is the product solving and how is that benefiting you?
High call volumes with limited staffing resources allow us to work smarter with the people and tools and invest our money in other meaningful ways. This software allows us to get information to customers easily without sacrificing quality.
Best Contact Center on the market
What do you like best about the product?
Talkdesk is a perfect match of customizable interface paired with an intuiative user experience. Routing emails from outlook, calls via Zoom, and the option for text, live chat or even AI integrated responses make Talkdesk an invaluable tool. It has streamlined out customer engagement and make managing all inbound and outboudn communication seamless and smooth. Easy setup, fantastic support, and the best customer service. We use Talkdesk every day and could not be happier!
What do you dislike about the product?
It can be difficult to recognize all available features and how they can be integrated to enhance the user or customer experience.
What problems is the product solving and how is that benefiting you?
Talkdesk removes barriers in antiquated communication systems. It provides organized, professional routing of communications via email or phone, and helps maintain consistent messaging using tools such as templates, AI responses, etc.
Contact Center Transformation
What do you like best about the product?
One of the things I like best about Talkdesk, is having all the communication platforms in a single pane of glass. Whether it be phone calls, text messages or webchats, it is easy to switch between and efficiently assist customers.
What do you dislike about the product?
The knowledge support base is a bit cumbersome to navigate when looking for a direct answer. I prefer self-service, so it would prefer to find direct answers from their knowledgebase, but a lot of times I need to reach out to support. Thankfully, their support is quick and efficient.
What problems is the product solving and how is that benefiting you?
Agents can easily see who talked to a customer last and which agents are busy. This makes it a lot easier to resolve customer problems and contact the people needed.
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