Talkdesk
TalkdeskExternal reviews
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Great tool for teams on the phone
What do you like best about the product?
The best feature of Talkdesk for our organization is the recordings for training and data for analytics. This is something we look at weekly to improve our agents success and allows our data professionals to make recommendations and adjustments to best suit the business.
What do you dislike about the product?
The biggest compliant or dislike we have with Talkdesk is that it is not have 100% customization for our business. It would be great if there were more features that applied to our business. The dashboards and native analytics are not enough. We always must export the data and crunch it in excel or tableau.
What problems is the product solving and how is that benefiting you?
We are solving how to best communicate with our customers and when the best time to call them is. This is very helpful to keep the sales team focused and ready to hit their goals!
Recommendations to others considering the product:
I recommend that you trial a few options before making your decision. This is the best way to figure out which software will prove best for your team. It is important to evaluate the options before making a decision.
Talkdesk
What do you like best about the product?
I like being able to see how long the call has been waiting, and the ring groups it comes on. I also like that you can work from the widget or website, its very convenient.
What do you dislike about the product?
I have no negative comments or any suggestions here, we have been using this service for almost two years and the support has been great.
What problems is the product solving and how is that benefiting you?
NA
Recommendations to others considering the product:
keep up the great work
Great for Reporting!
What do you like best about the product?
The reporting content of Talkdesk is very helpful. Having the ability to create reports and run them throughout the day has been a game changer in our center
What do you dislike about the product?
When there is an outage the status page is not updated in time and it is hard to reach a representive
What problems is the product solving and how is that benefiting you?
We are solving issues with reps avoiding calls and helping to forecast properly
My Six Months with Talkdesk
What do you like best about the product?
Talkdesk is very easy to work with, if the need is straightforward. Currently, my company has probably one, if not THE, most complex and customized environment I've ever seen! To the credit of Talkdesk, their engineers worked until the result was right. I look forward in the future to having the same Admin capabilities, to be able to do more work at the line level.
What do you dislike about the product?
Because my introduction to Talkdesk is also a highly customized view, it is hard for me to provide a 'dislike' that would apply to other companies. However, not having root access is problematic, as any request from my customers requires engineers resources from Talkdesk, and the delay to completion has a negative impact on my deliverable. Also, there are basic GUI features that are not yet enabled, like a prompt before backing out of a change to make sure I hit SAVE. That alone would save so much frustration!
What problems is the product solving and how is that benefiting you?
Talkdesk was brought in to replace an on-prem Mitel PBX, and has been the primary source for our Admissions, Student Success, Faculty Support, and Placements contact groups. Due to miscommunications that occurred before I started, Talkdesk got a bad 'rep', which I am now actively chipping away at by highlighting out functions that haven't been researched yet, but would greatly benefit the organization!
Gives businesses excellent flexibility to make calls anytime, anywhere
What do you like best about the product?
The ease of use, and the fact it allows us to make calls anytime, anywhere. This has streamlined the processes of our business.
What do you dislike about the product?
The only down side, and it is certainly not a major thing, but sometimes when the internet quality drops it can make call quality poor
What problems is the product solving and how is that benefiting you?
Being able to work on the go and not be tied to a hard phone
Reliable and efficient system
What do you like best about the product?
Ability to set different ring groups
Easy reporting - ranking of operators etc
Easy reporting - ranking of operators etc
What do you dislike about the product?
Downloading of call recordings is exported into a messy excel sheet - I’m sure they could find a more efficient/user friendly way
What problems is the product solving and how is that benefiting you?
Sometimes the export of call recordings takes up to 6 hours to come through
Recommendations to others considering the product:
N/A
Flexible calling solution
What do you like best about the product?
Talkdesk integrates with our existing ticketing software. It offers all the needed call functions and stores call recordings. It also offers numerous add-ons, some of which are quite sophisticated. The reporting provides us with basic required stats such as SLAs.
What do you dislike about the product?
The integration can be a little buggy, sometimes we see unexpected behavior from the software that is inconvenient. These are minor issues, however, and don't impact our overall ability to use the software.
What problems is the product solving and how is that benefiting you?
We are an inbound call center and we needed call software that could integrate with our existing ticketing system, provide call functionality such as transfer and 3 way calling, and also store call recordings. Talkdesk does all of these things.
Recommendations to others considering the product:
Talkdesk is a good solution for managing incoming calls. Administration is straightforward and support is excellent. Reporting is available, with some limitations. It has useful integration with other systems, including ticketing systems.
Efficiency Is Key!
What do you like best about the product?
Talkdesk is easy to use and the system is so efficient.
What do you dislike about the product?
Better communication when site goes down.
What problems is the product solving and how is that benefiting you?
We have realized having talkdesk is helpful and very easy to use.
Simplifying the IVR process
What do you like best about the product?
Compared to many other VOIP providers, Talkdesk has a very simple, straightforward, and easy to setup interface that makes creating advanced IVR flows fun. The ease with which it integrates with our CRM, and our back-end databases makes creating useful analytics reports a breeze. The dial tools available to our users is very intuitive and it completely removed our need to desk phones. The mobile capability this allows increased our teams productivity many times over.
What do you dislike about the product?
Some of the initial integrations can be a bit challenging to setup at first, however over time this has become easier to handle and the system has become much friendlier as well.
What problems is the product solving and how is that benefiting you?
Our Call Center was very difficult to oversee and track in terms of call and interaction performance. This eventually helped us improve our training protocols and deploy better self-checks for our staff to manage their own performance. Tied with the analytics reports, our reps find it much easier to see how they are doing against our targets.
Recommendations to others considering the product:
Give it an earnest try with a full IVR flow and data integration to see all the features and benefits that are available.
Used for both IB and OB
What do you like best about the product?
Voicemail drop saves so much time on outbound outreach
What do you dislike about the product?
Web browser is laggy and not always updated in real time
What problems is the product solving and how is that benefiting you?
Getting real time data
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