Talkdesk
TalkdeskExternal reviews
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AI Talkdesk
What do you like best about the product?
Talkdesk is a company that is really innovating Cx with a realistic look at what works by relaying on customer feedback.
Their AI products are easy to use and they make sense.
Their AI products are easy to use and they make sense.
What do you dislike about the product?
There tier 2 and 3 for support is in Europe sometimes you have to wait an entire day for an answer. Although they have be come better.
What problems is the product solving and how is that benefiting you?
Budget was the main reason we move to talkdesk, although we did save money moving to talkdesk we now bundle up with different products that is making us save even more money.
TALKDESK: better than regular phones
What do you like best about the product?
What I like the best is the fact you can copy and past numbers
What do you dislike about the product?
The settings could be much easier - It is kind complicated to change the ring sounds
What problems is the product solving and how is that benefiting you?
It is much easier to make calls using the talkdesk system.
Recommendations to others considering the product:
n/a
Intuitive and easy to use phone system with good support
What do you like best about the product?
The dialler is excellent and much much easier for reps to use vs our old enterprise system. We've had good response times and issues resolved by the support team, big thanks for that guys!
The flow IVR designer is excellent, the ease of buying and assigning numbers is great. The launch team aren't cheap but they will get you up and running even with quite complex requirements really quickly.
In fact transitioning to Talkdesk from a technological point of view and a rep-process point of view was really quite painless. Good options for expansion also omni channel etc.
The flow IVR designer is excellent, the ease of buying and assigning numbers is great. The launch team aren't cheap but they will get you up and running even with quite complex requirements really quickly.
In fact transitioning to Talkdesk from a technological point of view and a rep-process point of view was really quite painless. Good options for expansion also omni channel etc.
What do you dislike about the product?
The reporting functionality needs to be improved, I understand they are working hard on improving it. It's also expensive but you do get what you pay for.
What problems is the product solving and how is that benefiting you?
Faster lead contact times, good salesforce integration that doesn't require ongoing maintenance, visibility into rep call stats and habits. Easier to make data based decisions in the call centre. Also some automations triggered directly from the dialler that speed up rep workflows
Talkdesk review
What do you like best about the product?
The most important thing for me is that Talkdesk offers detailed reports and insights on all aspects of agents activity.
What do you dislike about the product?
Throughout the time we've dealt with some crashes
What problems is the product solving and how is that benefiting you?
We solve inbound/outbound calls. The benefits is that calls are clear, we can easily monitor breaks and increase efficiency
Recommendations to others considering the product:
Get Talkdesk and your head won't hurt you
Great service that has enhanced our customer experience
What do you like best about the product?
What I like best about Talkdesk is the automation. Once we configured it and went live I rarely need to do anything other than adding new users, it's "set it and forget it". Recording of phone calls is done automatically and easily accessible should a call need to be reviewed. With the automated call flow it has reduced our staffing needs and with the automated call back feature it has increased our efficiency. The standard reporting capabilities out of the box are fantastic and when there isn't something for what you're looking for creating a custom report is incredibly easy and intuitive. Setting up scheduled reports to be sent out to additional staff is a breeze.
What do you dislike about the product?
My only complaint would be lack of a physical phone which some employees find difficult using a headset. This is more of a cultural thing than a knock on Talkdesk as the call quality with their recommended headsets is great and there is no problem hearing the recordings. Coming from a system where everyone had a physical phone to using a headset now is taking some getting used to.
What problems is the product solving and how is that benefiting you?
Prior to Talkdesk we had an archaic phone system. After switching to Talkdesk we now have automated reporting, call recordings, and automated customer callbacks which we never did before. Our employees efficiency has increased dramatically as a result.
Recommendations to others considering the product:
Get it!
Excellent CaaS
What do you like best about the product?
Professional Services made the transition smooth from another cloud provider. The ease of the transition made our business operations function far more efficently.
What do you dislike about the product?
Does not have a full feature set for basic office users, to compliment it's robust call center
What problems is the product solving and how is that benefiting you?
Better performance in our call center. The reliability has been amazing. The talkdesk support team has been on point with providing answers quickly, while the product team is always interested in learning how are business can drive the product lines.
Recommendations to others considering the product:
Ask yourself, what do I need my telephony platform to accomplish. Sometimes taking the simplest approach will allow you to build a more robust and featured call center environment
Talkdesk is very user friendly and very easy to administer
What do you like best about the product?
The Callbar application is easy for the agents to use but the Administration of the system is very easy as well, from building new flows in the Studio to purchasing numbers. The live dashboards are very helpful and to be able to drill down on them is easy as well.
What do you dislike about the product?
I would really like to see that when building a user I could assign the Team as well in the profile, and being able to delete ring groups that are wrong or are no longer used instead of having to go through Tech Support as well as clear calls that are stuck in queue. We had had this ability in our other system and it made things easier than submitting tickets to have someone else do it.
What problems is the product solving and how is that benefiting you?
The Callback option is great and helps so that customers are not just sitting on hold. We are utilizing WFM, QM and screen recording which is helping the Managers and Supervisors to be able to react better to issues that may come up.
Recommendations to others considering the product:
Make sure you know what you are looking for in your implementation as that will make it easier to build the system out and take the Talkdesk academy courses to become familiar with it from agent level through administrator as this will help you understand all the levels you are designing as well.
Great for small businesses
What do you like best about the product?
I enjoy that I can see live reporting, agents who are live on the phone, and have a cold or warm transfer. Depending on the agent and call, these are very important to have.
What do you dislike about the product?
I do not like that we are not able to add better integration across different platforms with the API. I do wish that we had a better way to see reporting. There is a lot that you can do, but I wish that reporting was a bit more user friendly. It is not the most direct so it can be very confusing sometimes.
What problems is the product solving and how is that benefiting you?
We need multiple accounts to ensure all agents can answer calls. A great benefit is being able to split our account into our two departments.
very nice user friendly interface.
What do you like best about the product?
I enjoy pulling daily metrics and seeing our call volume. I enjoy also how user friendly the interface system is. We deploy medical personnel for emergency relief. Tal desk is helpful for our activations where we need to send whatever is need down to help the cause. We also enjoy activation leads being able to put people in the right queue and phone lines. This is helpful since we have different lines for different medical personnel clinical and non clinical staff.
What do you dislike about the product?
Sometimes the queue messes up and drops people out. Other than that I really enjoy talk desk. I feel that other than the brief hiccups we have with talk desk they are a great company and they have fast and helpful talk desk support.
What problems is the product solving and how is that benefiting you?
Having so many in the queue at once sometimes creates issues where people calling get dropped or have issues calling in or sometimes metrics will be down to wear we can not pull daily metrics. Talk desk support is very fast and on it so that any problems get fixed very quickly. They also update us very accurately and helpful regarding issues that surface and have extremely good communication to help awareness.
Recommendations to others considering the product:
Some recommendations for others to consider talk desk is to evaluate what your company needs and talk to talk desk and see if they can adapt.
UC Talkdesk review
What do you like best about the product?
I like having the capability that we have to record all calls - this is a great feature being able to review calls. It's also great being able to know when my coworkers are available, by looking through Talkdesk since we are all working from home.
What do you dislike about the product?
I don't really have any issues with Talkdesk. If I just have to put one it would be, since it's used with the internet and my computer, if I have any issues with either, I then have issues with Talkdesk.
What problems is the product solving and how is that benefiting you?
Once again, I would say the accountability with the recorded calls. Also, if you don't remember something a customer said, it's great to be able to go back and listen. Also, being able to link Talkdesk with Saleforce is a great feature as well.
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