Talkdesk
TalkdeskExternal reviews
2,499 reviews
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Talkdesk as a Friend
What do you like best about the product?
The supervisor access is amazing. We could secretly monitor any call without the Agent being aware of it
The call disposition feature helps us to tagged the status/type of the call
The call disposition feature helps us to tagged the status/type of the call
What do you dislike about the product?
Few calls links don't get added on ticketing tools
What problems is the product solving and how is that benefiting you?
NA
something I use for work
What do you like best about the product?
being able to quickly access customer phone numbers and call logs. The real-time reporting and dashboard is very useful. Call bar is great for the most part and i particularly like being able to click on a phone number to call it
What do you dislike about the product?
customization of reports could be a bit more flexible, I need a daily report for the month on agent talk times and I cant do it for the whole team, I have to do it per individual.
What problems is the product solving and how is that benefiting you?
day to day calls, call reporting, record keeping and monitoring. I havent ever used another call program before so I am unsure the benefits over other examples, but it makes the day to day work flow possible.
Effective Product Offerings & EnthusiasticTeam Support
What do you like best about the product?
The one-on-one team support provided. The Talkdesk team is always available whether for site support or review of our Coordinating Center's needs. Was worried recently with the recent change in agent assignment to our account but it has been smooth with our current and future needs clearly communicated. There is also an understanding that our purpose does not utilize all Talkdesk to offer and our agents understand this keeping the focus on our goals.
What do you dislike about the product?
Really do not have anything to report; the product provided meets our needs and happy with the support seen from the Talkdesk team.
What problems is the product solving and how is that benefiting you?
Gapping documentation needs experienced during Covid.
Helpful for reporting
What do you like best about the product?
Reporting is easy to download and manipulate
What do you dislike about the product?
I need to use it a bit more to be able to provide more info
What problems is the product solving and how is that benefiting you?
Tracking types of calls
Talkdesk has been a huge upgrade for the team, but sometimes falls short in feeling customizable.
What do you like best about the product?
The control over the phone queues, everything being easy to integrate and we have been able to give more information to agents. Both reporting, easy access to quality scores, and live monitoring.
What do you dislike about the product?
We use the QM assist and work through phone evaluations as well as other channels. For the evaluations, I do wish we had more information if it was in regards to a call available. Like the phone number, disposition, call duration especially for AI scored calls. Also the ability to share links to a call within talkdesk would be nice as well. A filter by evaluator would be nice as well for keeping track of items completed. Agents would like the option to extend a call wrap at the end of the call screen.
Their support team is not always quick to respond and has had trouble resolving some issues quickly. When there is a known issue I feel like they don't share it easily like other partners do.
Their support team is not always quick to respond and has had trouble resolving some issues quickly. When there is a known issue I feel like they don't share it easily like other partners do.
What problems is the product solving and how is that benefiting you?
We are not able to make sure all agents are logged in where they are supposed to be and have been able to better see where coverage for some phone queues may be lacking.
Recommendations to others considering the product:
Talkdesk is a great way to manage a larger team.
Great for Voice support but could do better in OMNI channel and with their WFM partner-Verint monet
What do you like best about the product?
The reports dashboard and ability to customize reports and the new live reporting
What do you dislike about the product?
The fact that the ACW metrics isn't available in all data sets when you needed customize reports. That
What problems is the product solving and how is that benefiting you?
Our work from home set up and its analytics gave us better decisions and could quickly react to it.
Easy to use. Helpful insights and articles.
What do you like best about the product?
Using Talkdesk has been extremely easy as a customer service agent and QA. Using the Talkdesk Academy was extra helpful when I had no one else to teach me how to use certain features of the platform. I wish more platforms could be as user-oriented as this.
The dashboards are also quite user-friendly and I love the personalization feature.
The dashboards are also quite user-friendly and I love the personalization feature.
What do you dislike about the product?
The Callbar extension on MacOS stays fixed on a single screen and can't be moved, but that's just a minor inconvenience. Other than that, I'm yet to find something else I dislike. It's been a great experience.
What problems is the product solving and how is that benefiting you?
It's a great way to track agent productivity. It has allowed us to maximize productivity in certain processes we have thanks to the metrics Talkdesk provides. We have also been able to optimize agent availability vs occupancy.
Recommendations to others considering the product:
Use the Talkdesk Academy! It's easy and helpful.
Talk Desk one of the best providers for calls that I have used!
What do you like best about the product?
The best thing is simplicity. It is so simple to use and for changing the settings. The best part for me as the real-time controller is the live option of following the agents.
What do you dislike about the product?
To be honest there is not much to be disliked. I'm very pleased with using a talk desk! It is really hard to suggest any improvements because the product is perfect!
What problems is the product solving and how is that benefiting you?
From the time that I have worked as the agent, the talk desk was very useful for customer service in our company. We have solved all of the main tasks using the talk desk.
Recommendations to others considering the product:
I would strongly recommend a Talk Desk. I have a huge experience in customer service call centers and I have used many different products for calls but the Talk Desk is my first choice.
TalkDesk - Easy to use with valuable data
What do you like best about the product?
I find the data reports the most useful in TalkDesk, to see how all of the statistics to help improve our KPI's.
What do you dislike about the product?
It can be finicky at times, but overall easy to use.
What problems is the product solving and how is that benefiting you?
With Talkdesk, our company is able to monitor our reps' performance to provide better feedback when needed.
Recommendations to others considering the product:
Great for call centers and customer service departments
Reliable Software at Scale
What do you like best about the product?
Ease of use and IT administration is seamless
What do you dislike about the product?
Nothing really, it's a seamless piece of software. Perhaps an update to the UI may be in order
What problems is the product solving and how is that benefiting you?
We are using Talkdesk for our merchant care and merchant success teams. Benefits are having the info all in one place for leadership
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