Talkdesk
TalkdeskExternal reviews
2,499 reviews
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I could not do my job on a day-to-day basis without Talkdesk.
What do you like best about the product?
What I like best is the ability to use callbar and the voicemail drop feature.
What do you dislike about the product?
Sometimes experience glitches but these occurrences are seldom. I am also not able to eliminate the call results window after each call.
What problems is the product solving and how is that benefiting you?
The ability to quickly leave message with voicemail drop
easy to use, few dropped calls, great reporting
What do you like best about the product?
it's very easy to find a call to review it quickly during escalations
What do you dislike about the product?
the CSR's do not have the functionality to place themselves in different queues to assist with different lines as they are queing
What problems is the product solving and how is that benefiting you?
looking for historical calls to review mistakes on orders, it's very easy to review a large time span and compare several calls very quickly also to see how many times the caller has called
A functioning call application
What do you like best about the product?
How quickly we can make outbounds and take inbounds, and also review calls easily through the browser.
What do you dislike about the product?
The fact that we have to contact TalkDesk to set up ring groups, we would like to be able set those up ourselves.
What problems is the product solving and how is that benefiting you?
All the team reviews and call reviews are so easily accessible, and the CSV that we can download from the browser helps a lot in performance tracking.
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.
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