Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Talkdesk reliable softphone
What do you like best about the product?
TalkDesk has been reliable comparing to all other softphones. The quick connectivity and clarity is such a relief to the one who works majorly on calls. I have used 3 Cx and TalkDesk both. I would recommend Talkdesk as its improvements are not measurable.
What do you dislike about the product?
Loading issues rarely and it leads to taking time in calling customer
What problems is the product solving and how is that benefiting you?
I have been using it to connect with customers of various locations and I realized this is a must-have software for call centre business
TalkDesk easy to setup and use
What do you like best about the product?
Studio is amazing to work with, I can build a IVR in a few minutes or add a change. This makes a world of difference when working on changing things
What do you dislike about the product?
Lack of documentation for ring groups. Other than that nothing
What problems is the product solving and how is that benefiting you?
We replaced another phone system with TalkDesk, as the other phone system was clunky and had many issues
TalkDesk Is an Accessible, Well Supported Solution
What do you like best about the product?
The tool is straightforward to use for even the newest support agents. The Talkdesk support team is well equipped to answer any question and ready to screenshare to help with more complex questions.
What do you dislike about the product?
Occasionally, calls are routed incorrectly. It can be hard to pull certain metrics such as Service Level. I have had to change metrics due to this difficulty. Support is still there when you need it though.
What problems is the product solving and how is that benefiting you?
Our company uses Talkdesk to resolve customer issues via phone call. We can use many agents at a time and track information via "dispositions." We are currently integrating with our email service.
Recommendations to others considering the product:
Work with their Support team when establishing or learning about their Flows. It can be challenging at first.
Great features. But there have been some serious bumps.
What do you like best about the product?
Studio is easy and intuitive to set up. It has allowed us to get much more personalized in our inbound call structure, which our teams really appreciate.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
What do you dislike about the product?
The use of the internal reporting tools was also a complete miss for us. The fact that you cannot report accurately on a single user's calls offered vs calls handled vs calls missed, regardless of ring group, was a big miss for us. We even upgraded our reporting for a trial period to see if that would help. We also engaged our support account person to do a reporting walkthrough, only to find that the reporting set up in Talkdesk made the way we needed to report on calls completely impossible in one delivered report.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
What problems is the product solving and how is that benefiting you?
Talkdesk activities in Salesforce, along with the Salesforce integration enables use to track all of our softcalls and report out accurate call data. With COVID, all of our teams are currently working remotely and the transition from their office lines to using TD for all calls was a seamless transition for them.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
Recommendations to others considering the product:
Any admin can set up the most basic to a complex call flow quickly, without needing any coding knowledge or IT support. Call quality has improved, and system downtime has been cut dramatically since transitioning to Talkdesk.
Great Tool - Saved us During the Quarantine
What do you like best about the product?
The ability to work remotely was priceless. There is so much this tool has to offer and we have not even touched the surface.
What do you dislike about the product?
There are just a few limitations that we found; however, I have to say that the support team is always open to suggestions and trying to find solutions for our needs.
What problems is the product solving and how is that benefiting you?
The ability to set metrics and quantify them has been a great help. We recently added our Engineering Support Team which in and of itself, has added great value.
Recommendations to others considering the product:
In order to fully utilize and take advantage of everything Talkdesk has to offer, it is best if the entire company makes the switch. Having only one or two departments does not allow Talkdesk to be used to it's full capacity.
Very helpful, supportive, and great service.
What do you like best about the product?
The amount of help articles, the quickness of response to emails, and thoroughness of the assistance.
What do you dislike about the product?
It took a few different agents to get the best help possible. Some agents referred me to just articles which didn't help. Some didn't understand my question. Eventually I came across Rita Alves who provided the best service possible and understood my question quickly.
What problems is the product solving and how is that benefiting you?
We are solving reporting problems with Talk Desk. This helps keeps our goal aligned and on track.
TalkDesk streamlines tracking customer experience
What do you like best about the product?
TalkDesk's live reporting dashboard makes it easy to see which users are active or inactive and deliver teachings and trainings with metrics
What do you dislike about the product?
I wish TalkDesk had a separate interface for texting instead of the OmniChannel, which is a bit clunky to navigate
What problems is the product solving and how is that benefiting you?
We are now able to see which agents are productive in real-time, which the previous solutions had now allowed us to see.
Implementation is fast and the solution is very reliable.
What do you like best about the product?
Almost like zero downtime on Talkdesk which means the least maintenance efforts to the management. Agents can start to take incoming calls quickly on almost any computer with the internet. It's a breathe to transition all of our employees to work from home.
What do you dislike about the product?
Agents need to restart Callbar once or twice a day to ensure it's functioning properly including the connection to the Salesforce. Existing features may only cover 80% of the most commonly needed requirements. Studio Flow is complicated and can take quite some time to learn how to use it. Dashboard has limited configurations you can change.
What problems is the product solving and how is that benefiting you?
To remove the maintenance efforts spent on the contact centre phone system and I don't think I ever need to worry about the troubleshooting of the phone system anymore. In the past, I need to check if it's our Shaw internet, router, switch, phone server, cables between server and individual desktop phone, headset amplifier, headset and cable etc. what a nightmare.
Recommendations to others considering the product:
Overall I am satisfied with Talkdesk. The solution is very reliable with the perfect uptime. There are some requirements you will have to find a workaround with Talkdesk Support. Sometimes the UI doesn't let you change certain things, but in reality, they can modify it from the backend to achieve your requirements. Studio Flow is the thing that costs me the most time to learn, configure, and test, be aware there's a little bit steep learning curve.
Easy to understand.
What do you like best about the product?
Can do email's and chats with our changing your logins
What do you dislike about the product?
The Chat Box is smaill. Do not have the feature to change the theam.
What problems is the product solving and how is that benefiting you?
Can change queue from chat to email with just one password to enter.
Recommendations to others considering the product:
Friendly user.
Overall experience is good, I think it can be improved further
What do you like best about the product?
The dashboards are really helpful. I also like the call recording listening. I also like that I can listen to live call interactions, very helpful especially now that we are working from home.
What do you dislike about the product?
I think it is a bit tedious to extract specific details. I need to pull out reports individually and it takes time.
What problems is the product solving and how is that benefiting you?
Agent performance, reviewing customer interactions. I can coach agents right after the interaction.
Recommendations to others considering the product:
Master the navigation and tools that can be utilized before, during, and after interactions. Prepare a plan or workflow to fill up or follow ahead of time to be more efficient in analysis.
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