Talkdesk
TalkdeskExternal reviews
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Talkdesk Review
What do you like best about the product?
Comparing it to the previous call system we used, Talkdesk is more user-friendly. Besides the better user-experience, it also allows managers to get a good overview, as well as in the shift, as after shifts like end of month reports.
What do you dislike about the product?
Not directly a point to dislike about Talkdesk but the switch from our current telephony system to Talkdesk was quite different as there are so many options to choose from. Also I would not know how to request changes if we had no point of contact. Besides that there is not much I would remember right now which could be disliked.
What problems is the product solving and how is that benefiting you?
Trackability and vision over the calls are for sure the biggest benefits for me personally. Also we use it to reach a higher reachability and to eliminate lost calls we had with our old system.
Recommendations to others considering the product:
Create a Dashboard you can work with to keep track of important KPI's. Click through every tiny bit of system to understand it with its full potential.
Best tool ever
What do you like best about the product?
simple interface, plus staple function; the updated version you even could edit the customized panel with whatever purpose you want.
What do you dislike about the product?
the connection may be disturbed sometimes, and there is no notice for the disconnection, you need to manually review it.
What problems is the product solving and how is that benefiting you?
I use TD to answer my customers' inbound calls and call back sometimes to follow up on an ongoing case.
Works well for Work
What do you like best about the product?
I use Talk Desk for my remote position working for CM Group. This software has solid integration with other applications and I definitely use the widget alot without issues
What do you dislike about the product?
In a few instances, I do need to refresh my browser to get the integration to work (most usually with Sales Force). However, this relies on 3 different products working in tandem, so I can't blame it on one thing...
What problems is the product solving and how is that benefiting you?
I use TalkDesk as a remote support specialist and see the benefit of things like the customization of the dashboard to suit your preferences and information you wish to keep track of.
Cutting edge technology with ease of use and immense adaptability!
What do you like best about the product?
Real-time and historical reporting capabilities.
What do you dislike about the product?
There is nothing I dislike about the Talk Desk platform
What problems is the product solving and how is that benefiting you?
Talk Desk has helped solve workload distribution problems and workforce management engagement
Good tool, with all needed complimentary tools attached
What do you like best about the product?
The simple way of working, easy admin setup and nice tool which are included in the software such as speech to text
What do you dislike about the product?
No real ticket management work can be done in talkdesk
What problems is the product solving and how is that benefiting you?
Call center calls, Quality Monitoring and WFM tooling
Recommendations to others considering the product:
Make sure you know what's all possible and use everything as a total package
Easier and scalable
What do you like best about the product?
Implement Talkdesk is easier than others platforms. Studio is really good and provide a lot of functionalities.
What do you dislike about the product?
Integrations is tricky and a blackbox if you are a little out of the line is imposible to do something custom.
What problems is the product solving and how is that benefiting you?
Regional scale was solved eith Talkdesk. It's so simple to buy a phone number and be ready to work in every country!
Flexible solution for customer service
What do you like best about the product?
IVR Flow design tool -
Salesforce integration -
Overall simplicity to use
Salesforce integration -
Overall simplicity to use
What do you dislike about the product?
report building is somewhat complicated - some relevant features are missing like to validate if the call was hung up by the agent or the caller - support doesnt always presente the best solution
What problems is the product solving and how is that benefiting you?
The Salesforce integration component allowed us to reduce AHT by 10%
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
with the IVR flow design, we created a callback queue component which gave us an increased satisfaction with the wait time for an answer
Recommendations to others considering the product:
Easy to deploy, use and admin. Just be sure to check that your requirements are all being considered during the implementation phase.
TalkDesk Review
What do you like best about the product?
Reporting and live reporting of advisor availability statuses and also who is currently on a call.
What do you dislike about the product?
Sometimes there's a long delay in pulling reports.
What problems is the product solving and how is that benefiting you?
Productivity overall has improved on my direct team.
Mediocre Phone System
What do you like best about the product?
Allows for complex customizable setup of call flows.
What do you dislike about the product?
Poor reporting and dashboard functionality, expensive licensing, lack of AI or other message analytics.
What problems is the product solving and how is that benefiting you?
Allows for remote usage of a centralized phone system but so do many other VOIP systems. We are able to keep a pulse on our call volumes and employee performance.
Lots of functionality still being built out, but what's there is awesome.
What do you like best about the product?
It's very moldable to your company's specific needs. Customization is easy. Reporting functions are extremely useful, I don't know that there's ever been something I've wanted that I couldn't find.
What do you dislike about the product?
Certain functionalities are not built out, such as adherence reporting (they're getting there on this though). The WFM app is not quite as easy to use as I'd like, you have to run the schedule for everyone every time you make a change.
What problems is the product solving and how is that benefiting you?
We're using it to measure the effectiveness of our staff, and to help leadership pinpoint and coach on issues with individual agents that we wouldn't notice without its excellent reporting features.
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