Talkdesk
TalkdeskExternal reviews
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Operations Manager
What do you like best about the product?
Feature funtionality is great. The Talkdesk dictionary and Talkdesk Academdy is outstamding. I've been running call centers for over 20 years at Sr Manager to Executive Directior levels aand I find talk desk better for the end user than Five9, NICE and Geneysis which I have implemntented and project managed all four of the aforementioned IVR systems. I'm currently looking to upgrade our current TalkDesk configuration.
What do you dislike about the product?
The standard reporting isnt enough to manage a call center, more robust reporting is need ed. The dashboard reporting isnt very usable. I wasnt at Allwork when the RFP was com or discvovery was done done so to be fair.
What problems is the product solving and how is that benefiting you?
Our call routing has greatly improved, because we had no reporting the reporting is better, self service tools as an admintrator is exceptional. no mor waitin for tickets.
Talkdesk Review (Administrator Perspective)
What do you like best about the product?
The (technical) customer service is amazing and actually unlike many other cs providers, directly reachable via phone. That's a huge plus point in my perspective when you quickly want to double check, confirm or simply fix things which potentially have a considerable impact on business. My CSM is superb and very flexible which isn't something one should take for granted. The ease of use and implementation of the software/service is also rather on the easy side.
What do you dislike about the product?
More refined UI and management of ring groups and bulk changes (when not using csv's), users reporting that the audio source has changed (most likely not a TD dedicated issue and more related to windowsOS) and last but not least a couple of features missing such as forward to different flow component in studio.
What problems is the product solving and how is that benefiting you?
Not necessarily solving but rather enabling us to be reachable for customers and vice versa.
Great accessible resources at fingertips
What do you like best about the product?
Talkdesk makes it easy to utilize the resources provided to us through Copilot. The transcript of our calls and visual voicemail help me a lot.
What do you dislike about the product?
I only wish we could customize our sounds, like ringtone and end of call.
What problems is the product solving and how is that benefiting you?
Being able to effectively record notes of a call or refer back to the transcript if I missed a bit of information verbalized by the caller. It helps me remain professional and attentive.
Powerful application
What do you like best about the product?
The variety of tools and functionalities Talkdesk offers, makes it the most powerful application on the market to be deployed in contact centres. The application is very easy to use for our users.
The standard Contact Centre functions are of a high standard and any additional add-ons only bring the experience to a higher level. The Talkdesk team is very helpful and professional, they are always ready to help.
The standard Contact Centre functions are of a high standard and any additional add-ons only bring the experience to a higher level. The Talkdesk team is very helpful and professional, they are always ready to help.
What do you dislike about the product?
Certain areas such as the automation designers for Workspace, Studio & Autopilots could use an aligment. It would be good to be able to have modules that are reusable across all designers. The Workspace designer and Autopilot Automation designer could also be built into something requiring less coding knowledge. Standard digital components for Whatsapp should be implemented too.
What problems is the product solving and how is that benefiting you?
We are now able to provide our clients with multi channel service using all tools available. This has increased our agent efficiency and allowed for better handling times in general.
Great Customer Service
What do you like best about the product?
They're are consistently quick to respond to any queries you may have.
What do you dislike about the product?
There has been some limitations to area's we were hoping to explore (SMS and Messenger)
What problems is the product solving and how is that benefiting you?
We currently take all of our customer service telephone calls through Talkdesk, which allows us to easily manage multiple different customers globally. The cloud based solution allows us to follow the sun and provide world class service from a variety of different locations.
Profound phone solution
What do you like best about the product?
Talkdesk is an excellent solution for managing phone connections across various setups, including call centers, offices, and remote locations. It offers a wide range of options and flexibility. We’ve used Talkdesk for daily customer interactions, and found it easy to set up.
What do you dislike about the product?
While some options can be found through research or by browsing the menu, the overall call structure can feel overwhelming, especially if you require a more detailed setup.
What problems is the product solving and how is that benefiting you?
We needed to set up a contact center solution that accommodated multiple teams, with custom routing, inbound and outbound phone numbers, different opening hours for each team, and personalized IVR messages.
We really like Talkdesk for its reliable performance, user-friendly interface, and excellent support
What do you like best about the product?
What we like best about Talkdesk is its intuitive user interface, seamless integration with other tools, and the ability to easily customize workflows, which significantly improves our team’s efficiency and overall customer experience.
What do you dislike about the product?
One thing we find challenging about Talkdesk is that some advanced reporting features can be a bit complex to navigate, and there are occasional delays in updates or new feature rollouts. However, their customer support is always helpful in resolving any issues.
What problems is the product solving and how is that benefiting you?
Talkdesk helps us streamline our customer support by centralizing all communication channels in one platform, which improves response times and overall efficiency. It also provides detailed analytics and reporting, allowing us to track performance metrics and make data-driven decisions to enhance customer satisfaction. The ability to customize workflows has further optimized our team’s productivity.
Luis was always helpful. It was a pleasure to work with him
What do you like best about the product?
Talkdesk as tool was a long time our main tool as Call Center solution and it has a great Salesforce Connection.
What do you dislike about the product?
Talkdesk should focus more on th UI and the Admin part as well as integration with SCIM/SAML. The Callcenter industry is changing Quickly and in my opinion Talkdesk needs to be easier to be integrated and Administrated.
What problems is the product solving and how is that benefiting you?
As our main Callcenter Tool for Sales and Customer Support
Talk desk review
What do you like best about the product?
talk desk is helpful because we use it to receive calls in our BPO not only do we track live ques and statuses from agents we also receive feedback from our assessors through the talk desk as well as coaching and it also stores customer contact data, I can track all my calls and It records all the calls so we can come back to review them. you can do live listening also and track your daily productivity as well. you can change your aux statuses very easily and there was an update talk desk that allows you to queue another status while you are on a call or on after-call work which is a great feature.
What do you dislike about the product?
in some cases talk desk can kick you out and log you off during productivity hours, also sometimes the call does not ring and it places your on missed call automatically without having a chance to accept the call those are the minor glitches other than that talk desk is easy to use.
What problems is the product solving and how is that benefiting you?
Talk desk allows our quality assessors to assess our calls and it also allows us to receive feedback and store that information- this benefits me by being able to reflect back to my scores and be able to clearly see my development areas and review them so I can excel in my line of work.
Talkdesk Review
What do you like best about the product?
The talkdesk user interface is really easy to learn and use on a day to day basis. Call quality is consistantly good and the copilot features are also really helpful for getting call summaries and looking through the knowledge base to find answers while on a call.
What do you dislike about the product?
Occasionally talkdesk notification client has issues bringing up call cards.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving streamlining problems while on a call. Instead of searching through multiple windows for issues or questions a customer brings up, we have our knowledge base updated with searchable common topics I can quickly reference.
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