Talkdesk
TalkdeskExternal reviews
2,499 reviews
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One of the best contact centre calling application
What do you like best about the product?
The user interface of Talkdesk is very friendly and easy to use. The functionality available with this application is very useful, I can create my own team and can add my whole team here. Monitoring my team members becomes so easy with this feature. I can also get different reports for my team which is very useful.
What do you dislike about the product?
Talkdesk has many features which I personally like a lot but at the same time, there are very limited customization features available to us. Many times, I need certain functionality in my way of liking but I don't get the option to customize the existing functionality.
What problems is the product solving and how is that benefiting you?
We are using Talkdesk mostly for calling our customers. It has become very easy in assigning different calling numbers to my team members for calling and at the same time, I can track the performance of each member very efficiently.
Recommendations to others considering the product:
I will highly recommend Talkdek to everyone as a contact centre solution.
Exceptional Communication
What do you like best about the product?
The communication we have received from our Customer Success Manager, Matthew Dale, has been exceptional! Over my career and working with many different call center (contact center) platforms, the communication and support we have received from Matthew Dale has (and remains) clear and concise. He is willing to meet with us whenever we need additional assistance. He works to understand our business needs and the unique demographics. Truly appreciate Matthew and all he does for us to help make our jobs easier and our Contact Center run more smoothly.
I have also found that when I open support tickets, they are addressed quickly. While the support representatives might not know or understand our daily inner workings, they are quick to inquire into specifics and work with us to gain a better understanding of what the issues or concerns are.
I have also found that when I open support tickets, they are addressed quickly. While the support representatives might not know or understand our daily inner workings, they are quick to inquire into specifics and work with us to gain a better understanding of what the issues or concerns are.
What do you dislike about the product?
We have seen some downtime with our contact center over 2021 for various reasons. Understanding most of these are resolved quickly, these are still heavily impacting.
What problems is the product solving and how is that benefiting you?
We recently were able to launch live chat. Live chat has been an outstanding benefit so far. We hope this will allow our agents to be more effective during our busiest part of the year. We are looking at other producuts to implement in Q2 2022.
A cleaner and more aesthetically-pleasing version of RingCentral
What do you like best about the product?
I'm a big fan of Talkdesk's integrations and user-friendly appearance. Everything about the platform's look and functionality are pleasing. We're able to use it with Zendesk with ease and it allows us to finish up calls and take notes quickly.
What do you dislike about the product?
The only problem is that Talkdesk isn't always reliable. For example, if the widget says "Available", sometimes we're actually still in "After Call Work". This slows down production and forces the team to double-check that they're in the right status after every call.
What problems is the product solving and how is that benefiting you?
In the end, with Talkdesk, we're able to take notes and finish calls quickly. It's easy to warm or blind transfer calls. All of the widget's icons are self-explanatory and the settings are simple.
Great platform with some bugs
What do you like best about the product?
The practicality of the app, it's straightforward to use and has a lot of great features for the direct users. Searching calls is also really simple and gives easy access to find specifyc calls.
What do you dislike about the product?
The only downside is the unexpected problems that arise here and there. One day it works fine, but the next day, there is a breakdown or some issue that slows down the service, and it's impossible to make calls.
What problems is the product solving and how is that benefiting you?
The main thing is to communicate with all parties involved in the process. We use it to solve customer-related issues when it's urgent, and we benefit a lot from the quality of the calls.
Recommendations to others considering the product:
Reduce breakdowns and make the smooth working time consistent
TD
What do you like best about the product?
Easy to route calls based on skill or product.
What do you dislike about the product?
Frequency of incidents, some dipped calls
What problems is the product solving and how is that benefiting you?
Customer requests thats are one touch
Incredible Info Log
What do you like best about the product?
Transferring calls using warm and cold transfers is the best communication link integration. I love this as it makes managing client calls easier. You have access to other agents' talkdesk activity, which makes it easy to transfer or take a message.
What do you dislike about the product?
The only snag is the usage of headphones during outgoing or incoming calls. The quality of calls immediately degrades if the W-Fi connection is slow or no headsets are connected to the device.
What problems is the product solving and how is that benefiting you?
Decreasing the number of agents needed on a calling line, the caller can be transferred directly to a department without putting them on hold for long.
Great Call Center Tool
What do you like best about the product?
I really like the ability to transfer calls between available agents. All available agents get the call and when someone picks up you get notified that another agent has picked up the call.
What do you dislike about the product?
Unfortunately, some features need further polishing. Switching between different access applications doesn't always work seamlessly. If you are using Windows 10, the Callbar application ca steal your microphone instead of allowing it to be accessed by other applications. This is frustrating when you constantly have to go into Microphone Privacy Settings to disable and re-enable your microphone in order to get access to it again. There should be a an option that if using an External SIP device that it does not try to access your microphone.
What problems is the product solving and how is that benefiting you?
Call recording is always on, which allows me to go back to other agents calls, listen to them, and then follow up on their case more thoroughly. This is incredibly helpful if they've asked for my help where both the person they were supporting and themselves had to go off shift.
Best Phone Integration
What do you like best about the product?
The functionality of the program makes it easy for anyone to learn and operate. You can build out multiple boards for tracking and best of all they have a teaching section.
What do you dislike about the product?
The only dislike which is probably a user error is that when you sign on to the web mode it logs you in automatically. No biggie.
What problems is the product solving and how is that benefiting you?
We are solving multiple issues. From customer wait times, intentionally missed calls, reconnecting with those who left voicemails and so much more.
Recommendations to others considering the product:
Talkdesk has some great functionalities for CX companies. I would encourage the admins to go through the learning courses as it will help you to maximize your success with the product.
Best software to integrate for any customer support service
What do you like best about the product?
Talkdesk offers a wide variety of options and can be integrated easily with other applications to get the task at hand done with ease. I love the dialer feature that it comes with for receiving customer calls.
What do you dislike about the product?
There is no specific feature that I dislike, however at times, the call quality does get distorted, and disconnections happen pretty sometimes too. Other than that, it is an excellent tool.
What problems is the product solving and how is that benefiting you?
I use Talkdesk at work to receive calls from customers and to manage these calls as well as to have an overall review of the whole process as well. I feel that it is pretty easy to use and understand.
Recommendations to others considering the product:
I would undoubtedly recommend Talkdesk to everyone in the field of customer support.
Easy to use VOIP client and system
What do you like best about the product?
Simplicity, easy-to-find options, and robust administrator portal. Like the ability to route calls to a different handset. Transfering users is very simple and easy to understand.
What do you dislike about the product?
Sometimes due to service outages will cause glitches with the callbar client and will get stuck. Have noticed that sometimes calls will get glitched and fail to route.
What problems is the product solving and how is that benefiting you?
We work in operations, we use talkdesk/calbar as a critical infrastructure to communicate with our clients. Easy to use interface makes it easier on our workload.
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