Talkdesk
TalkdeskExternal reviews
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Talkdesk is easy to use and does not have latency issues
What do you like best about the product?
I like the fact that I am able to listen to calls and also read the call transcript as well
What do you dislike about the product?
I don't like the fact that agents sometimes have an issue with changing their status especially after a call
What problems is the product solving and how is that benefiting you?
We use talk desk to listen to calls for quality purposes and this helps us find ways to improve our service and customer satisfaction
Efficient
What do you like best about the product?
Talkdesk is a reliable platform and I rarely have any technology problems using it. I especially like the different filters you can use for creating a dashboard, and the Co-Pilot AI generator
What do you dislike about the product?
It takes a long time for the recent phone number to show up in the activity log which impacts my time spent at work
What problems is the product solving and how is that benefiting you?
It allows me to quickly look up caller information without spending more time on the call going through name spelling, etc.
My love-hate relationship with Copilot (AI)
What do you like best about the product?
The most helpful tool I have had from talkdesk is the Copilot call summarizer. For the first 2 years of my career as a phone agent, my handle time never went below 12 minutes.
After I started using Copilot, my handle time is regularly BELOW 12 minutes and this past month I have gotten it down to 7 minutes- my best handle time ever!
I love the UI of Talkdesk. The buttons have good colour contrast and the sleek design is so much better than the previous phone management system my company used. When I have to make a transfer, whether Blind or Consulting, it goes seemlessly and quickly.
I use Talkdesk everyday and have come to rely on it as a vital tool in my workday. I love how when things go wrong, Talkdesk is quick to work on the issue and get it resolved.
After I started using Copilot, my handle time is regularly BELOW 12 minutes and this past month I have gotten it down to 7 minutes- my best handle time ever!
I love the UI of Talkdesk. The buttons have good colour contrast and the sleek design is so much better than the previous phone management system my company used. When I have to make a transfer, whether Blind or Consulting, it goes seemlessly and quickly.
I use Talkdesk everyday and have come to rely on it as a vital tool in my workday. I love how when things go wrong, Talkdesk is quick to work on the issue and get it resolved.
What do you dislike about the product?
Talkdesk can be buggy. Dropped calls happen weekly. The most annoying thing is my favourite part of Talkdesk is Copilot, however, for an AI it certainly doesn't learn well. Sometimes the quality of the summaries is very thorough and sometimes almost too vague and concise.
I don't understand how one week it can get infomration consistently well, and then the next week makes the most basic errors.
Another thing about Copilot is that is doesn't pick up on "foreign accents" as well as it should in this diverse world we live in. If I am speaking with an East Indian man, it will almost always gender them as a woman.
I don't understand how one week it can get infomration consistently well, and then the next week makes the most basic errors.
Another thing about Copilot is that is doesn't pick up on "foreign accents" as well as it should in this diverse world we live in. If I am speaking with an East Indian man, it will almost always gender them as a woman.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving my call summaries. By recording the call script and giving a summary, this frees up my working memory to help our customers to the best of my abilities.
A great phone system but a few of the features a bit half-baked.
What do you like best about the product?
Managing the IVR flow is very easy and doesn't require any coding skills. Talkdesk staff are very accessible and have been only to regular (bi-weekly) meetings since we implemented. They also innovate frequently are release new features (and upgrades to existing features) on a quartelry basis.
What do you dislike about the product?
The phone system is not as stable as our previous vendor. Outtages are uncommon but happen more frequenty that we'd like. Many of the features they release are somewhat barebones and it can take a while for many common sense features to be fully fleshed out. The support staff is also not the best about closing the loop.
What problems is the product solving and how is that benefiting you?
They provide many self service tools to optimize our IVR and help deflect customer calls. The reporting tools are also very robust and relatively easy to use.
21st Century Phone System
What do you like best about the product?
- ease of reporting
- custom dashboards
- TD Agent Assist
- custom dashboards
- TD Agent Assist
What do you dislike about the product?
- TD Agent Assist accuary and ability to summarize long calls
What problems is the product solving and how is that benefiting you?
Talkdesk is the primary software solution in our Contact Centre for all phone based client interactions.
Easy to Navigate
What do you like best about the product?
It is Visually easy to look at all day.You are able to customize to fit your work style and preferences. The incoming call window with information helps prepare you enabling you provide better customer support.
What do you dislike about the product?
We are not able to use the spellcheck feature in our chats.
What problems is the product solving and how is that benefiting you?
Once place to receive calls and chats enabling you to manage workflow and volumes.
Great for Any Call Centre
What do you like best about the product?
Talkdesk is extremely easy to navigate as a customer support rep. It is able to track your conversations and create an AI summary within seconds, which can be very helpful on a time crunch. Talkdesk also allows you to re-listen to your calls easily. Talkdesk is constantly working on upgrading their features and smoothing out any glitches that may occur.
What do you dislike about the product?
Talkdesk can sometimes have glitches and technical issues that can disrupt calls, however in my experience the issues are esclated and resolved very quickly.
What problems is the product solving and how is that benefiting you?
Talkdesk helps me create cases with ease by creating a transcript of my call, alongside the timestamp from when the caller/agent were speaking
Great & Reliable Program
What do you like best about the product?
User friendly, and very easy to train new agents coming in.
What do you dislike about the product?
Sometimes there are update issues and you cannot see the status of other agents available.
What problems is the product solving and how is that benefiting you?
Program we were using prior to Talkdesk, we could not see the availability of other agents in different departments within our Customer Service Center. Talkdesk as allowed us to be able to communicate more easily within deparments.
Simple and Easy to integrate with Zendesk
What do you like best about the product?
I like Talkdesk's intuitive interface, robust analytics, and seamless integration with Zendesk
What do you dislike about the product?
Limited customization options within the application.
What problems is the product solving and how is that benefiting you?
Phone support for our customers
Tons of data, infinitely customizable
What do you like best about the product?
Talkdesk makes it really easy to see the metrics that matter to me, such as live availability, missed calls, agent performance, and historical performance. There are times when our department may need to make changes to our operating schedule, and it's easy to make changes to the numbers you have stored. Talkdesk integrates easily with other CX support platforms so that it doesn't interrupt our agents' daily workflow
What do you dislike about the product?
The only thing I'd like to see Talkdesk add would be a prioritization level for agents/skills. Sometimes we would want a new hire to only get calls in a certain frequency, and it would be nice to have different departments skilled for overflow if a main call queue gets high.
What problems is the product solving and how is that benefiting you?
We have to provide easy phone support for our customers, and Talkdesk helps make it easy for our agents to support calls. With so many dashboards and pre-built reports, it gives our leadership team the ability to ensure quality in every interaction by easily locating calls and gaining insight on agent performance. We can coach to metrics that need improvement and check where our blindspots are.
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