Talkdesk
TalkdeskExternal reviews
2,501 reviews
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Talkdesk is a user friendly and feature rich tool.
What do you like best about the product?
All features are in one platform. From reporting tools to calling features like history and call directory.
What do you dislike about the product?
Nothing to dislike. Call bar feature is the best option.
What problems is the product solving and how is that benefiting you?
Analyzing team performance easily without a need for much manual interference.
Reporting made easier by talkdesk, benefitting through time saving, easy analyzing team peformance.
Reporting made easier by talkdesk, benefitting through time saving, easy analyzing team peformance.
An In-Depth Report System
What do you like best about the product?
The reporting system is one of the tools mostly used. Talkdesk has since improved by adding additional reports. The system has helped with monitoring agents, as we currently work from home. It has given insight into calls that agents have rejected and an agent's pickup rate. An agent's overall performance can view viewed by using the Call Report and the Agent Report. I would recommend using Talkdesk especially if your company monitors agents remotely.
Talkdesk also offers a Talkdesk Quality Management tool that can be used to improve your QA evaluations of our agents. The tool includes Speech Analytics and Screen Recording. My team is currently looking to have this added to improve our overall customer experience.
Talkdesk also offers a Talkdesk Quality Management tool that can be used to improve your QA evaluations of our agents. The tool includes Speech Analytics and Screen Recording. My team is currently looking to have this added to improve our overall customer experience.
What do you dislike about the product?
It would be nice to be able to customize the survey questions to properly gather impact on customer service provided by an agent. I also realized that the Call Report does not have the After Work Call data. I would need to pull a different report for the information.
It would be nice if the range date selected is used to identify the report being pulled. The recent updates to the reports, saw the duration being changed to seconds instead of minutes; leaving me to convert the seconds to minutes using an excel formula.
It would be nice that when an agent is removed from the system that information related to the agent is available upon till the day that the agent was removed and if the need arises where we need to pull the information it does not show as "deleted account".
It would be nice if the range date selected is used to identify the report being pulled. The recent updates to the reports, saw the duration being changed to seconds instead of minutes; leaving me to convert the seconds to minutes using an excel formula.
It would be nice that when an agent is removed from the system that information related to the agent is available upon till the day that the agent was removed and if the need arises where we need to pull the information it does not show as "deleted account".
What problems is the product solving and how is that benefiting you?
it has helped me to manage my agent's time and their pick-up rate now that they are working remotely. I have found the pickup rate very helpful. Also, we are yet to use the QA Analysis section; however, based on a review I found it very insightful and know that this could my team better analyzing a call for an agent; as well as picking up on common practices.
Recommendations to others considering the product:
Talkdesk is a great tool to use, especially for reporting. To experience the full capacity of the Talkdesk, I recommend also utilizing the Contact Center QA. This helps with getting a great idea of how the agent is performing on all her calls. You are also able to use keywords to find calls that you wish to zero in on, for example, calls where a refund was mentioned.
Efficient way to receive and place calls
What do you like best about the product?
Calls come through and show you the number which customers are calling from. This ability allows you to add callers as a guest to easily identify customers and clients. The application also allows you to create customizable dispositions to track your productivity and activity. If you are interested in customer satisfaction you are also able to track your response statuses as well as the satisfaction in a convenient graph form. Forgot what happened on the call? No problem! You can listen back to any calls you or someone else has made with the appropriate permissions. You can also easily download recordings if you need them for your records.
What do you dislike about the product?
Only one dial tone when coming through, if they were customizable that would be very helpful especially if you dream about the ringing! Sometimes calls do not come through ringing with audio. If you leave the window open and your computer is asleep and you are offline, if the computer wakes up it automatically puts you online. I would personally prefer logging into an offline facility so I can set my status to active when my shift starts.
What problems is the product solving and how is that benefiting you?
Customer wait times, operator response times, overall productivity
Great Tool for Business!
What do you like best about the product?
The click to dial feature integrated with SalesForce
What do you dislike about the product?
No Call History available on the Talkdesk app
What problems is the product solving and how is that benefiting you?
Eliminates the need for a bulky desktop phone.
Sync with Salesforce is priceless
What do you like best about the product?
Talkdesk is so great at managing both outbound and inbound calls. We have the confidence of knowing that calls will be logged in Salesforce, which allows us to track customer history and give all customer-facing teams visibility over interactions.
What do you dislike about the product?
Linking calls to Cases has not been perfect; we've had to work with the Talkdesk team to make this more reliable.
What problems is the product solving and how is that benefiting you?
All our customer-facing teams can be using the same software; it is possible to record calls. Its improved call management and tracking.
Been using talkdesk for 5 years
What do you like best about the product?
I enjoy the mobile app. It makes it convenient when I'm away from my desk to be able to still receive phone calls.
What do you dislike about the product?
I wish there was an in app way to record your own voice for voicemail.
What problems is the product solving and how is that benefiting you?
Currently, I don't have any issues I'm trying to resolve with Talkdesk.
I would recommend it, as its easy to use reporting is also simple.
What do you like best about the product?
That its very user-friendly. The New CS representatives adapt to it easily.
What do you dislike about the product?
There is nothing I dont like. Maybe the integration with Zendesk could be a bit easier.
What problems is the product solving and how is that benefiting you?
The communication with the customers, being able to monitor calls for training purposes.
Recommendations to others considering the product:
Great system, easy to do reporting and easy to integrate to other software.
Wonderful solution for telehealth professionals
What do you like best about the product?
Potent and reliable communication tool to better reach our Living Healthier participants, offering great customization as well as reliable quality assurance tools. Talk Desk has helped us take our health coaching service to a new level, facilitating reaching out to our participants in a professional manner.
What do you dislike about the product?
Nothing at all. Talkdesk satisfies our business needs
What problems is the product solving and how is that benefiting you?
We managed to communicate with our participants in a prompt way. The phone tree settings allow for easy voicemail options, easy to customize and adapt. Their customer support is top notch also.
Recommendations to others considering the product:
Analyze how your current phone tree works and where you want to take it. The Talkdesk support team will help you adapting to your needs but is is essential to know where you want to go first. Identify how Talkdesk will help you shine and they will assist you all the way to the top.
Best option available
What do you like best about the product?
Integrates well with other systems. Ease of use. Very user friendly.
What do you dislike about the product?
The only issues I experience are due to connectivity issues on my side. Not a TalkDesk issue.
What problems is the product solving and how is that benefiting you?
I am able to track my calls through the system I user by using TalkDesk.
Effective, easy to deploy, cost effective Call Center Solution
What do you like best about the product?
The one key upside of utilizing Talkdesk was the ability to enable and monitor both on-premise and remote Call Center team member. The ability to work from anywhere as enabled the company to add resources when needed and be able to properly train and monitor Call Center team members.
Another plus is that Talkdesk has integrations with many of the external applications such as ZenDesk, Airkit, and SalesForce. Call can be popped into the other crucial business applications so that customer, supplier or other party interactions are not lost.
Another plus is that Talkdesk has integrations with many of the external applications such as ZenDesk, Airkit, and SalesForce. Call can be popped into the other crucial business applications so that customer, supplier or other party interactions are not lost.
What do you dislike about the product?
The IVR studio is great for Professional Service deployment teams who create new IVR's on a regular basis. For the common average IT manager (not Telecom Manager) whom will need to make tweaks to the IVR, the studio is not very intuitive.
What problems is the product solving and how is that benefiting you?
The major problem we had prior was an antiquated Call Center system that did not provide enough visibility to all management. With the SaaS solution, all of our upper management have the ability to check on productivity of our Call Center team anytime. The data provided by Talkdesk allow for management to make timely decisions of when to add or reduce the Call Center team. We have seen 20% gain in efficiency of the
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