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Pretty easy to use!
What do you like best about the product?
I like that everything is straightforward to use, and you can get the hang of it pretty quickly; you don't need intense training on it or anything. The support for this is fast in response. I love the Dashboard features and the app that you can download on your phone or tablet. In the whole year that I have used this software, I've only experienced an issue once and they fixed it right away!
What do you dislike about the product?
I would appreciate having the Live Dashboard on the Talkdesk application for my phone. They also tend to have a lot of issues lately, where I am not able to transfer or I am not able to answer an incoming call
What problems is the product solving and how is that benefiting you?
I can see multiple queues at once; that helps when trying to transfer calls to a different ring group. Also, when warm transferring, it is very helpful that the person that is receiving the warm transfer can see the number or the name of the other person that is holding. Another benefit is that you can pretty much use any headset you want, it could be Bluetooth, 3.5 mm jack, or USB, and it detects them all! I used to use Avaya in another company, and that only let me use a USB headset, so I appreciate the compatibility.
Recommendations to others considering the product:
Fantastic tool for call centers. Pretty straightforward and full of features!
As a recommendation, I would suggest that you do not install any ad blockers on your computer because that could interfere with the performance of the Live Dashboard for some reason. I had that issue, I reached out to support and that is how I fixed it, by uninstalling the ad blocker.
As a recommendation, I would suggest that you do not install any ad blockers on your computer because that could interfere with the performance of the Live Dashboard for some reason. I had that issue, I reached out to support and that is how I fixed it, by uninstalling the ad blocker.
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Great technology, great support!
What do you like best about the product?
The approach to delivering services is incredible. They to really know about customer service to them own clients.
What do you dislike about the product?
I would like to receive updates while the customer case is being worked. Even if no news.
What problems is the product solving and how is that benefiting you?
I include a gamification application in the AppConnect store to get agents more focused on performance & quality.
The Best Cloud Based Contact Center Ever.
What do you like best about the product?
My favorite thing as an IT manager is the call quality. Our numbers of support cases have gone down significantly due to this alone. Talkdesk app quality is also stratospheric. They provide frequent and consistent updates, and their support is magnificent both responsive and friendly. Talkdesk's IVR studio is a masterpiece.
What do you dislike about the product?
We are in an industry where we need to send and receive faxes occasionally. I know it isn't perfect, but if Talkdesk supported this, we wouldn't need a third-party fax app. That truly is the only legit complaint I can come up with.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to deliver incredible customer support to our customers. The Salesforce integration and intelligent call routing features improve the efficiency of our support agents dramatically.
Constantly Improving Product but Still Needs Improvements
What do you like best about the product?
I like that the product is constantly improving and that they have frequent releases. Talkdesk has 3 releases a year and has been improving their products. Their support team is also responsive and always helpful. Our interactions with our CSM, AE, and different team members have all been great.
What do you dislike about the product?
The product still needs improvements. They have new live dashboards that are great in order to see who is on a call or waiting in a queue, but you can't share them with your team. So each member of your support team will need to either re-create the dashboard or have Talkdesk copy it to their account in order for them to see who's waiting in a queue. The same logic applies to their reports. Talkdesk built a lot of new reporting features and updated their data model, which is great, but you can't share them with other team members. So one manager can have a different dashboard from others.
Additionally, the reporting structure is pretty confusing. My stakeholders and I frequently have questions regarding the validity of the data we're seeing. The actual data is often correct but there are so many ways to pull it and the documentation isn't very clear, that we often have to contact our TAM or the support team for help.
Lastly, how call routing works has caused issues for us. Sometimes how calls are routed even for direct lines can be confusing depending on status.
Additionally, the reporting structure is pretty confusing. My stakeholders and I frequently have questions regarding the validity of the data we're seeing. The actual data is often correct but there are so many ways to pull it and the documentation isn't very clear, that we often have to contact our TAM or the support team for help.
Lastly, how call routing works has caused issues for us. Sometimes how calls are routed even for direct lines can be confusing depending on status.
What problems is the product solving and how is that benefiting you?
We ultimately need a phone system for a support team and to give account managers direct lines.
App does all it promises and customer service is top grade.
What do you like best about the product?
Customer service, easily the best. Have used several similar software yet this takes the helm. Also while allowing me to interact with the interface it makes sure all my call are made at the correct time. It syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it greatly syncs perfectly with salesforce and allows me to take calls with no interference. The calls that come in are of good quality much like the ones that go out and on top of all of that, I can tweak with the outbound ringtone, area codes that I dial out from and just make them all more efficient at maintaining a sense of local call when I call my customers. if that were not enough every single time I came in contact with a customer service rep I was promptly attended to, my issue was treated as a priority and everything was made very easy and simple. When the issue hasn't resolved the guys over at customer service made sure to double-check and worked as a team to make sure my issue was resolved. Overall one of the best dial-out services in the market and with not too many buttons or added features that sometimes complicate things. There are several things that could honestly be better about it but when it comes down to making sure the task is done it is greatly.
What do you dislike about the product?
For starters, it doesn't sync with my surround sound USB headset which honestly baffles me, I've tried time and time again to fix this issue and no matter what there is nothing to be done about it, secondly, a few more buttons here and there to personalize the interface would be nice. Nothing major to be honest overall great.
What problems is the product solving and how is that benefiting you?
Very accessible and quick to respond to any issue present as well as you can edit many different aspects of the call mechs with help of customer service. Like i said the customer service is overall amazing.
Recommendations to others considering the product:
A software you can't miss out on trying, it definitely serves its purpose and isn't too heavy on your computer's task which makes it all the more efficient for big teams or even just 1 man shows.
I use TalkDesk professionally in a call center. I have been using this product for approx. 1.5 years
What do you like best about the product?
Calls are very clear and multiple options that cater to the user.
What do you dislike about the product?
Had many disconnects about six months ago after an update. Issue was resolved.
What problems is the product solving and how is that benefiting you?
Helps us connect with out customers and track metrics needed to run our call center.
Recommendations to others considering the product:
This is feature rich software that is predicated on consistency and reliability. Recommended by our call center.
A good platform for contact centers which includes tools for analytics as well as tasks management
What do you like best about the product?
The desktop app is independent of the web browser and displayed on top of most windows.
What do you dislike about the product?
The live dashboard is too heavy to use and fetching reports lag most of the time and results in a crash.
What problems is the product solving and how is that benefiting you?
Good UX for real-time monitoring and analytics. Much more efficient to maintain productivity among agents.
Recommendations to others considering the product:
An efficient tool for contact centres to use.
Great Product
What do you like best about the product?
It's very user-friendly and it has a great layout. Also I love the way the colours are bold and you know which are which.
What do you dislike about the product?
Sometimes it can be laggy and that causes problems with it freezing
What problems is the product solving and how is that benefiting you?
We can clearly see who is taking the calls and who is not. We can also see who is on the longest call as well
Recommendations to others considering the product:
Just with the lag. I wish it was faster some days and it didn't freeze as much as it does.
A great tool for making great calls
What do you like best about the product?
The best part of the tool is the ability to make worldwide calls from our computer.
What do you dislike about the product?
I do not have any concerns about Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk has been very helpful to connect with people around the world and make high quality calls.
Flexible Call-center Tool With Lots of Connectivity Options
What do you like best about the product?
We love the customization in the studio, and the Zendesk integration is great! The reporting features are also helpful for our managers.
What do you dislike about the product?
Limited SMS support, the Callbar app can be a little finicky for our agents. It would also be helpful to have a Salesforce integration that could work in the interface instead of needing the external callbar app to be running to call contacts.
What problems is the product solving and how is that benefiting you?
We're using Talkdesk to provide live phone support to some of our customers. We've really benefited from the Zendesk integration, which has allowed our agents working in Zendesk to field calls from Zendesk and log the results as Zendesk tickets, helping us keep our support reporting in one place and minimize context switching.
Recommendations to others considering the product:
Talkdesk is a great solution for call center/phone support, especially if you're looking to be able to integrate with other platforms such as Salesforce or Zendesk and don't want to leverage development resources. We especially like the 'studio' feature, which has allowed us to customize our workflows without needing much technical expertise on our team.
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