Talkdesk
TalkdeskExternal reviews
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Excellent
What do you like best about the product?
The different disposition that you can switch for different tasks
What do you dislike about the product?
Sometimes blocks the calls and continue ringing loosing calls and affect metrics
What problems is the product solving and how is that benefiting you?
Great tool to manage calls and give us a better response rate
Recommendations to others considering the product:
Great experience for call center use recomended
Great tool, great support
What do you like best about the product?
Very intuitive. From installation to training to metrics, it was a very easy transition from our old phone service to Talk Desk.
What do you dislike about the product?
Would love to prioritize Ring groups by individual agent. Ex: If we have 4 ring groups, I would like to give priorities to each agent differently, such as 1,2,3,4 and 2,1,3,4, and 3,1,2,4, etc. I do not like it at the level it gets prioritized now, since the top ring group must be completely clear before a call from another group gets attended to. Also- The text to talk feature is way too robotic. We had to substitute Google voice. The call tab should have ability to sort by calls and agent. The software should use the past days, weeks, months performance to make suggestions on best way to meet goals. (Reducing wait times, improving answer rates, ans service level.) Ex: your answer rate yesterday could have been met if you had answered 5 more calls between 2pm-3pm. Or based on the calls and the times they come in, you require x number of agents for the following time segments...
What problems is the product solving and how is that benefiting you?
We've taken advantage of the recorded calls, quickly getting to the source of truth when trouble shooting issues. The call back feature is a big hit, that gives our customers an option if they do not want to wait. The metrics make it real simple to pinpoint areas of improvements, and set baselines. I would love to have a agent scorecard or ability to create one highlighting individual performance vs the team performance.
Recommendations to others considering the product:
Have an implementation plan so you can quickly identify any issues once going live. We didnt have our call back feature properly set and it failed because it wasn't capturing the correct call back numbers. TD quickly jumped in and corrected the issue.
A consistent phone system
What do you like best about the product?
I like that we are able to see who is online and the different status options in talkdesk, it is very helpful for coordinating phone calls, transfers, and pretty much everything else.
What do you dislike about the product?
There's not much to complain about, occasional network errors but it's hard to tell if that's our internet or not.
What problems is the product solving and how is that benefiting you?
Communicating the clients is pretty much what we do with it, it does it's job and we don't have very frequent issues with calls dropping.
Recommendations to others considering the product:
Talk desk is pretty easy to use and works better than other office phone systems I've used.
Talk desk review.
What do you like best about the product?
Easy to use and can complete a variety of tasks.
What do you dislike about the product?
I don't know if I have anything in particular to critique.
What problems is the product solving and how is that benefiting you?
easy contact with clients and other departments of the company.
Very convenient and user friendly
What do you like best about the product?
Talkdesk is very easy to use and has not given me problems during my calls.
What do you dislike about the product?
I do not like when I click dismiss and it puts me automatically back on available. Usually I am still on after call work and it can be frustrating to get put back in the queue before I am ready
What problems is the product solving and how is that benefiting you?
I like the away status so I can use the bathroom without eating into my break time.
Experience has been mostly good, with some occasional lag
What do you like best about the product?
We have set up click to call with talkdesk and it has helped me focus a lot more
What do you dislike about the product?
it can be a little bit laggy and disconnect sometimes
What problems is the product solving and how is that benefiting you?
Client contacts
Love the insight and reporting
What do you like best about the product?
As a manager, I love the insight provided in the reporting.
What do you dislike about the product?
We occasionally experience call quality issues.
What problems is the product solving and how is that benefiting you?
Insight into employee performance and behavior. We better understand where their time is going.
Recommendations to others considering the product:
Perfectly serviceable soft-phone solution. It's the reporting and data that make it excellent.
Excellent app.
What do you like best about the product?
How friendly the interface is. The appearance is very nice.When using Talkdesk and answering calls it is super fast efficient and calls flow very well.Something else I like about Talkdesk is its efficiency and speed when starting a session and closing it. It is very easy and fast. Sometimes the application has internal updates to improve the performance of the same application, which is very good, since the application alone improves and is constantly updated.
What do you dislike about the product?
It rarely gets slow. There are not many bad things about talkdesk, on the contrary. It is very rare when an error happens or something similar to that. Regarding the bad thing that could be said about the Talkesk, with the aim of continuing to improve. I think I could have broader options regarding states. There are currently some such as available,coaching,etc, but but there could be more, more specific states that reflect exactly the situation that is happening
What problems is the product solving and how is that benefiting you?
Take calls quickly and effectively.The main function of Talkdesk, is to be a means by which calls can be taken quickly and fluently to provide good service and good communication with other people, so without a doubt this application solves many problems regarding connection and gives us A very friendly interface.In addition to being able to provide a means by which in a computer we can communicate with other people only with an internet connection.Something else in which this application helps us. It is that it is not only fast and efficient, it is very clear regarding the communication and speed in which the communication flows from one side to the other, which generates a more adequate communication between the people who use it.
Recommendations to others considering the product:
Keep doing a great job. If I have to give some kind of advice or improvement for this application. I think that until today I could not give too many, since it seems to me a very complete and very correct application. Although there are not many points where you could improve the application in my opinion. It is important that they continue to improve as much as possible to always provide good service and maintain the quality of service provided by this application. Since it is currently vital to keep updated and more in the technology sector.
Great Application with best support team and helpful documentation
What do you like best about the product?
Ease of access and great Support team that is very quick and helpful
What do you dislike about the product?
Just launched, seems good for now. Getting good feedback
What problems is the product solving and how is that benefiting you?
Connectivity
Makes works life easy!
What do you like best about the product?
It is so simple to call (even click-to-call). Data directly related to the calls I make is accessible and useful.
What do you dislike about the product?
It is difficult to pinpoint when/if call quality will be spotty/bad. But when poor call quality does happen, it's easy to fix.
What problems is the product solving and how is that benefiting you?
We are able to figure out our highest call volume, what type of calls take the longest, and how to make the long calls shorter. In a word, we are maximizing efficiency.
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