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TD offers different options & call monitoring
What do you like best about the product?
Very easy to use and offers a clear view on the agent level. this helps real-time management
What do you dislike about the product?
Unfortunately, its limited in terms of reporting, couple of report should be added, and not possible to build personalized reports
What problems is the product solving and how is that benefiting you?
Monitoring calls and agents performance
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Good Contact Center Solution
What do you like best about the product?
Provides a broad solution to Softphone contact center for your customer support teams
What do you dislike about the product?
It doesn't integrate well with other key systems, such as Salesforce.
It requires an in-depth implementation with little documentation. It requires their implementations team to get it set up, which they charge additional fees for.
It requires an in-depth implementation with little documentation. It requires their implementations team to get it set up, which they charge additional fees for.
What problems is the product solving and how is that benefiting you?
They offer a robust contact center.
TalkDesk Is an Accessible, Well Supported Solution
What do you like best about the product?
The tool is straightforward to use for even the newest support agents. The Talkdesk support team is well equipped to answer any question and ready to screenshare to help with more complex questions.
What do you dislike about the product?
Occasionally, calls are routed incorrectly. It can be hard to pull certain metrics such as Service Level. I have had to change metrics due to this difficulty. Support is still there when you need it though.
What problems is the product solving and how is that benefiting you?
Our company uses Talkdesk to resolve customer issues via phone call. We can use many agents at a time and track information via "dispositions." We are currently integrating with our email service.
Recommendations to others considering the product:
Work with their Support team when establishing or learning about their Flows. It can be challenging at first.
Highly functional phone system
What do you like best about the product?
I like tracking and reporting capability
What do you dislike about the product?
Nothing I dislike. The system is great!!
What problems is the product solving and how is that benefiting you?
Documenting phone calls is easier, if someone forgets to document a call the system has a record of the call.
Recommendations to others considering the product:
This system is very easy to use and being able to track calls made and received is a breeze.
Great features. But there have been some serious bumps.
What do you like best about the product?
Studio is easy and intuitive to set up. It has allowed us to get much more personalized in our inbound call structure, which our teams really appreciate.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
What do you dislike about the product?
The use of the internal reporting tools was also a complete miss for us. The fact that you cannot report accurately on a single user's calls offered vs calls handled vs calls missed, regardless of ring group, was a big miss for us. We even upgraded our reporting for a trial period to see if that would help. We also engaged our support account person to do a reporting walkthrough, only to find that the reporting set up in Talkdesk made the way we needed to report on calls completely impossible in one delivered report.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
What problems is the product solving and how is that benefiting you?
Talkdesk activities in Salesforce, along with the Salesforce integration enables use to track all of our softcalls and report out accurate call data. With COVID, all of our teams are currently working remotely and the transition from their office lines to using TD for all calls was a seamless transition for them.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
Recommendations to others considering the product:
Any admin can set up the most basic to a complex call flow quickly, without needing any coding knowledge or IT support. Call quality has improved, and system downtime has been cut dramatically since transitioning to Talkdesk.
Excelente herramienta muy funcional
What do you like best about the product?
La facilidad para realizar el monitoreo contante de las llamadas asi como observar los valores en tiempo real por el dashboard
What do you dislike about the product?
Los reportes que se descargan, no consigo alguno que sea completo y se adapte a lo que yo quiero trabajar... Hay muchos y es muy incomodo descargarlos para poder hacer el analisis
What problems is the product solving and how is that benefiting you?
El tema de los tiempos de conexion y el poder monitorear las llamadas
Recommendations to others considering the product:
Realmente es muy facil la administracion y el monitoreo
Great Tool - Saved us During the Quarantine
What do you like best about the product?
The ability to work remotely was priceless. There is so much this tool has to offer and we have not even touched the surface.
What do you dislike about the product?
There are just a few limitations that we found; however, I have to say that the support team is always open to suggestions and trying to find solutions for our needs.
What problems is the product solving and how is that benefiting you?
The ability to set metrics and quantify them has been a great help. We recently added our Engineering Support Team which in and of itself, has added great value.
Recommendations to others considering the product:
In order to fully utilize and take advantage of everything Talkdesk has to offer, it is best if the entire company makes the switch. Having only one or two departments does not allow Talkdesk to be used to it's full capacity.
Very helpful, supportive, and great service.
What do you like best about the product?
The amount of help articles, the quickness of response to emails, and thoroughness of the assistance.
What do you dislike about the product?
It took a few different agents to get the best help possible. Some agents referred me to just articles which didn't help. Some didn't understand my question. Eventually I came across Rita Alves who provided the best service possible and understood my question quickly.
What problems is the product solving and how is that benefiting you?
We are solving reporting problems with Talk Desk. This helps keeps our goal aligned and on track.
The one stop shop tool you'll ever need!
What do you like best about the product?
What I like best with Talkdesk is the sleek Interface, user friendly and multiple function at the same time.
What do you dislike about the product?
What I dislike is that it doesn't have option for noise suppression. Calls got disconnected at times.
What problems is the product solving and how is that benefiting you?
It help us solve customer issue in regards their product purchased. It provides the summary of the calls we are getting from time to time
Recommendations to others considering the product:
If you are looking for a user friendly, multi function tool and easy to navigate you can consider Talkdesk.
TalkDesk streamlines tracking customer experience
What do you like best about the product?
TalkDesk's live reporting dashboard makes it easy to see which users are active or inactive and deliver teachings and trainings with metrics
What do you dislike about the product?
I wish TalkDesk had a separate interface for texting instead of the OmniChannel, which is a bit clunky to navigate
What problems is the product solving and how is that benefiting you?
We are now able to see which agents are productive in real-time, which the previous solutions had now allowed us to see.
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