Talkdesk
TalkdeskExternal reviews
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Talk Desk - a lightweight, high performance application with excellent support.
What do you like best about the product?
Coming away from a telephony system that was SIP-based, with separate hosted servers for the phone system, reporting and recording, it has been amazing to have an all in one package like Talk Desk. I have especially enjoyed using Talk Desk from an admin perspective. In comparison to creating call flows with other telephony systems, Talk Desk stands out. To both the tech-minded people and those of us less fortunate, it visually makes sense to design call flows in the simple way that Talk Desk supports. Whether you want to have variable waiting messages, assigning and exiting options, transferring to voicemails or just setting up individual agents' inbound flows. Another feature we like is the ease with which our agents can easily change their outbound number from the call bar. We are also really impressed with the integration we have into Salesforce.
What do you dislike about the product?
The biggest downside to the Talk Desk platform for me is the reporting. It seems to fall behind when compared to some of the competitors on the market. Simple tasks such as searching via a customer telephone number are not made easy. We have ended up training our agents to download the reports into Excel and then analyse them using the tools in Excel. This is a shame because Talk Desk is capable of delivering all of our other business needs. For such a small, yet I would imagine a fairly common feature that people want when using a telephony system the size of Talk Desk.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
Another feature we haven't been massively happy with is that Talk Desk has changed the support channels. When we first implemented Talk Desk we could report issues to support via email, which is quick and convenient. Now we only have the option to use the Talk Desk support portal through a browser. Sometimes this can make reporting and coincidentally resolving issues take longer than we sometimes hope.
What problems is the product solving and how is that benefiting you?
Following up on the issue with reporting, we have had to train our users to export reports and use Excel to search with more capability. This has been a successful workaround but a workaround nonetheless. This results in simple jobs taking much longer to do than I think is necessary. Talk Desk offers a range of different reports built into their system, but to omit such an obvious feature seems particularly strange.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
A huge benefit of Talk Desk is the maintenance of using a telephony system that is entirely hosted in the cloud. We used to spend a lot of our time in house maintaining the multiple servers we hosted for our telephony system, and then the handsets themselves. Ensuring correct configurations were pushed, relying on VLAN which complicated the network. With Talk Desk, we didn't need to worry about any of these things, it is quite simply just a lightweight product.
Recommendations to others considering the product:
If you're looking for a lightweight, high-performing internet-based telephony system-think Talk Desk
Talkdesk is a solid system. As a Salesforce Administrator I was a part of an evaluation team....
What do you like best about the product?
Talkdesk is a solid system. As a Salesforce Administrator I was a part of a team that evaluated this and other software to integrate with Salesforce. We did extensive testing and Talkdesk overall did a great job for what our Sales and Support teams needed. Allows for automation rules so there isn't much to manage.
What do you dislike about the product?
Have to add new users within TalkDesk itself - I can't fully do it in Salesforce.
What problems is the product solving and how is that benefiting you?
Reliable system for remote Sales and Support teams to accept and send calls to potential and current clients.
Recommendations to others considering the product:
Solid product to consider.
Literally the best and most intuitive interfaces for a "Call Center Solution" that I've ever used!
What do you like best about the product?
Every day tasks that used to take triple the time can now be completed in minutes with talkdesk.
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
For example, it used to take me the majority of my morning to adjust the call center Holliday hours with our old provider. Now with talkdesks easy interface, I can make these changes so much quicker. I love it
Also ...It used to take me 10 to 15 minutes per user to onboard into our old IVR, For example, setting VPN accounts. Now With TalkDesk being run on Google, it's so fast!
What do you dislike about the product?
not really much negative to say... there always improving!
What problems is the product solving and how is that benefiting you?
Update - I can't stress enough how dependable the talk desk service is. I think the longest our system went down since we've had talkdesk is like 20 minutes.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Where our old vpn provides we had outages that lasted the entire day.
Again...Much faster onboard and offboarding process.
The user interface for admins and agents is easy to use.
Recommendations to others considering the product:
Solid product here, with a team behind it, continually innovating!
Always seems to be working great for my team
What do you like best about the product?
Very minimal lag when communicating with team. Althought sometimes the recording would show up sounding a little delayed, the updates that talkdesk did really helped our customer interactions.
What do you dislike about the product?
What i didnt like was that there were not many apps to connect to externally. It would be great to remove the "Salesforce connector" that would pop up within the app.
What problems is the product solving and how is that benefiting you?
Well overall as an organization we were able to use talkdesk both customer facing and to properly coach our teams as needed. Downloading and live coaching calls was amazing.
Recommendations to others considering the product:
I would recommend whenever you feel talkdesk is having some sort of issue, delay, or you feel it is missing something, head to your email to review their upcoming updates. It's like they know whats needed and always come through!
Talkdesk
What do you like best about the product?
Their Explore tab is very user-friendly, which helps you pull and create reports easily and efficiently.
What do you dislike about the product?
There are usually issues with small discrepancies that are resolved promptly while providing you updates every 15 minutes.
What problems is the product solving and how is that benefiting you?
Talkdesk has assisted in creating accurate reports to pull data for KPIs. Although at times we have issues with the Live dashboards, their reports have accurate data that helps us determine what we are seeing and reporting.
Care Manager
What do you like best about the product?
That the system makes the calls for you when you click on the phone numbers. It prevents a lot of mistakes from happening.
What do you dislike about the product?
The downtime that the system encounters, however there is always issues to arise no matter what the system is.
What problems is the product solving and how is that benefiting you?
Mistyping or dialing issues. You are able to place one person on hold then add another person into the call if needed.
Recommendations to others considering the product:
NA
Easy
What do you like best about the product?
I like the fact that talk desk has an auto dialer that helps so much.
What do you dislike about the product?
I do not like 10 key dialing. I can get used to it but I am just used to a phone.
What problems is the product solving and how is that benefiting you?
I love the auto dialer. It allows our customers to not waste so much time and we are about to look up customer quick.
Its really reliable
What do you like best about the product?
The ease of use. Its interface is very clean as well as responsive. I dont have to wonder how to use it and compared to all the alternatives from the mezozoic era we are used to have its wonderful.
What do you dislike about the product?
The lack of customization. having ways to automate status based on schedule as well as having a phonebook available more at hand would be really nice. Also color schedmes for suiting to our style.
What problems is the product solving and how is that benefiting you?
Lead follow up, it really comes in handy to make quick calls and since its very quick and dont have to set it up like avaya or cisco tools I dont have to worry about it breaking.
Recommendations to others considering the product:
Its great and easy to use.
Talkdesk runs our entire global call center
What do you like best about the product?
International calling is supported by talkdesk. We have both outbound agents who do prospecting and also our internal call center supporting AMER and Ocenaia on talkdesk.
What do you dislike about the product?
We find calls sometimes drop. also the integration to salesforce can be better with an inbeded cti, however, the call bar has been good to work with. We would also like more advance routing features
What problems is the product solving and how is that benefiting you?
Call center needs. we also like the reporting for us to forecast service levels. also the live dashboard makes us more productive when scheduling workforce management
Recommendations to others considering the product:
If your looking for a VOIP call center service that can be set up fairly quickly and give your agents global access then talk desk is good for you. The amount of time we relied on talk desk to be our call center has been countless. When looking at other providers make sure the technology fits the business need and is scaleable towards the future. TD was able to do this for us.
Intuitive Interface and Great Support Team
What do you like best about the product?
We looked at a number of different vendors, and Talkdesk was a clear consensus favorite. The interface, both for admins and agents is very intuitive, and both the frontline support and the implementation teams are personable and good at their jobs.
What do you dislike about the product?
Integrating Talkdesk into multiple back end systems simultaneously can be somewhat of a headache, and at times can require splitting your instance into multiple tenants. This is not ideal, nor what Talkdesk advertizes. If you are using multiple integrations, just be aware going into it that you will need to study, up-front, how this will work with contact syncing in real life.
What problems is the product solving and how is that benefiting you?
By implementing Talkdesk, we are attempting to improve better call center stability over our old vendor, and unlock better reporting, dashboards, and flexibility for our management.
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