Talkdesk
TalkdeskExternal reviews
2,499 reviews
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External reviews are not included in the AWS star rating for the product.
Reliable Phone Service for any high dial company!
What do you like best about the product?
One of my favorite features of TalkDesk is its connectivity to other programs like Salesforce. Stores the calls and gives numerous options to dispositioning the calls for faster reference and tracking purposes within Salesforce. The TalkDesk dashboards are helpful and useful, especially for management. It also has a click-to-dial feature that makes life extremely easy.
What do you dislike about the product?
The only thing I dislike about TalkDesk is the infrequent crashes. It hasn't happened much but is usually resolved quickly as long as it isn't the user's internet that caused the crash. I've found that sometimes the calls don't log in Salesforce. Never determined if it was a Salesforce or TalkDesk issue.
What problems is the product solving and how is that benefiting you?
Over the 4+ years that I've used TalkDesk the only issues I've had were the connectivity issues along with assistance setting up a dashboard for tracking. Both were handled efficiently and overall got us back on track and running efficiently and confidently moving forward.
Recommendations to others considering the product:
A reliable program that is easy to use and works with other programs like Salesforce.
Talkdesk Review
What do you like best about the product?
I can use Talk Desk to manage my team and monitor how they are doing day to day and able to see if they require help just at a glance. Page updates very quickly in real time and gives immediate feedback on what codes advisors are currently set to.
What do you dislike about the product?
Overall a very useful tool. Can be hard to set up all the widgets on the monitoring page to find what I am looking for at a moment's notice as there is a lot of data that I want to be displayed across multiple teams.
What problems is the product solving and how is that benefiting you?
Can get a very good understanding of call volume incoming enabling an idea of how many resources should be moved to a particular workstream at any time. Can get a visualisation of what the team is doing at any one time to monitor productivity.
Recommendations to others considering the product:
East to use and understand from a management perspective
My Review on TalkDesk
What do you like best about the product?
The new dashboard seems to have great information.
What do you dislike about the product?
Inability to make outbound calls with a sip phone currently.
What problems is the product solving and how is that benefiting you?
Call Center as well as Chat. Because of talkdesk, agents can be more accountable for the calls they are taking.
TalkDesk For The Win
What do you like best about the product?
The thing I like most about the TalkDesk platform is how easy it is to just pick up and use.
What do you dislike about the product?
The one thing I wish TalkDesk would integrate would be some generic templates for flows. Like a basic one for member support or sales as an example.
What problems is the product solving and how is that benefiting you?
We're using TalkDesk to help our customers get to talk to the right team in as few steps / transfers / hold times as possible.
Recommendations to others considering the product:
If you're looking for a easy-to-use, all in one solution to your company's phone needs, TalkDesk should certainly be on your radar. Their FAQ / Knowledge Base is easily one of the best I've experienced wen learning the system and onboarding my team.
Smooth rollout with room for growth
What do you like best about the product?
The simplicity of the studio components makes layout and planning simple. Changes are also simple. Likewise, the live reporting features are fantastic and make real-time monitoring easy. We have become dependent of the live dashboards.
What do you dislike about the product?
There is a need to grow how the studio flows operate with transferring. When transferring calls from one queue to another, the transfer logic is limited and bypasses the logic setup in the flow. If the ability to transfer callers to a point in the flow via a shortcut existed (rather than the required direct to queue transferring), life would become much simpler for our agents.
What problems is the product solving and how is that benefiting you?
Updating our previously out-of-date contact center management software. The benefits we see are in the flexibility and management of the tool. It is so simple to manage that application owners do not require an intense technical background to manage. This frees up our engineers to stay out of application management.
Great for businesses small or large!
What do you like best about the product?
I like the fact that i can use it on everything from my chromebook to my PC, my call phone to my tablet, no matter where I'm at or what I'm doing I have the ability to answer a call if needed.
What do you dislike about the product?
Sometimes the app does have stability issues when dealing specifically the callbar add-on, seems to happen if 2 people in your organization happen to hit the answer button at the same time, one person answers, the others seems to hang on like it's still ringing.
What problems is the product solving and how is that benefiting you?
Any time I come up with a need, there seems to be a solution. Everything from texting capability to calls on the go. Saves having to have other programs or services to encompass one need.
Recommendations to others considering the product:
See what services you need, and I'm sure they have some sort of solution.
One of the best options for a functional, hosted call center. Good integrations with Salesforce.
What do you like best about the product?
Customer support during onboarding was outstanding. Patient help.
What do you dislike about the product?
Outages. I don't care if it was an AWS problem, it is perceived as a talkdesk problem and talkdesk is hard to get a hold of when there is a serious outage.
What problems is the product solving and how is that benefiting you?
call center agents from across the country all have the same agent experience.
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.
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