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Funcionalidad de Talkdesk
What do you like best about the product?
Como en el rol de mi equipo se usa diariamente, como TL puedo realizar integracion con nuestro crm, se puede realizar el seguimiento facilmente de las llamadas realizadas por cada agente e incluso revisar su tiempo al aire, poder escuhar posteriormente la grabacion de las llamadas para efectos de auditoria.
What do you dislike about the product?
Que en este momento no puedo conectarme a la llamada en vivo.
What problems is the product solving and how is that benefiting you?
Nos ayuda a optimizar los tiempos de marcado de los consultores, podemos generar facilmente la tipificacion de las llamadas realizadas y las mismas quedan registradas en nuestro crm el cual se encuentra integrado (Hubspot).
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I have incurred challenges with our transition to TalkDesk but they are willing to listen
What do you like best about the product?
TalkDesk offers a state of the art incoming and outgoing phone channel experience. Calls route correctly and can be dispostioned with little effort. Reporting for queue calls is accurate and detailed.
What do you dislike about the product?
TalkDesk support interactions have been the most challenging part of the experience so far. We have had some open tickets that have not been solved in several months but TalkDesk has let us know that they are still working towards a solution. Email reporting and routing have been challenging as well.
What problems is the product solving and how is that benefiting you?
Cloud based solution has been a positive change from our previous platform.
Good platofrm
What do you like best about the product?
I appreciate the comprehensive Help Center, it's super helpful whenever in doubt!
What do you dislike about the product?
Data is sometimes confusing. i.e. Often the system shows missed calls when we know for a fact that there wasn't any.
What problems is the product solving and how is that benefiting you?
Global phone network for a global team.
Good phone system with a few areas that need a little improvement
What do you like best about the product?
I've always liked how easy it was to use from both the admin side and the user side. The user side is intuitive and simple. The admin side is more complex but it needs to be to be able to do all that you need to. I do have the new talkdesk system and I prefer the old one it's more intuitive. The call trees are simple to make and give you a lot of flexibility without having to code. I prefer it to other systems that I've used that just had checkboxes instead of a flow structure. Customer service is usually very responsive. It's very easy to move employees from working in the office to at home. It allowed us that flexibility during COVID-19 and even now if someone wants to work from home because they're sick we can do that without IT having to change anything in talkdesk.
What do you dislike about the product?
The biggest one on my mind right now is the lack of group texts. I feel that should be a standard feature as many times our corporate users need to text the customer and the tech at the same time so that everyone is on the same page and it's not a feature. Also if we want to text both home owners we can't and it's pretty frustrating. Part of our sales process is the proposal where we need to have the proposal team, sales rep, and customer in the same conversation so we have had to pick up a different texting service for them and it's a pain to have to manage two systems now. Also, escalations with support are painful, I have a ticket that has now been open for 4-5 months and I finally got to the subject matter expert on their support team. We got it resolved but it shouldn't take that long ever. I feel it this way with any organization that sells you something they're very attentive during the sales process and during your cancellation time frame but that seems to drop off almost completely once you're tied into the contract.
What problems is the product solving and how is that benefiting you?
Its solved our need for an updated phone system. We went from an on-prem hosted solution and it is night and day different. Also, it is solving our need to have call recordings stored for when we confirm with customers their contract so it has helped us skirt a lot of legal issues since we have the recordings. We now have the ability to text which has been great to have. Also the quality managment with screen recording has been huge, its helped our supervisors and managers train their employees more effectively and is helping have a more efficient workforce.
Poor substitute for our previous system
What do you like best about the product?
It works part of the time. It looks nicer than some other systems.
What do you dislike about the product?
It may be due to our current plan, it is possible that there are better plans that would do what I am about to complain about.
There are no call recordings. You are unable to see when an agent is on the phone if you are not a supervisor. There is constantly a delay in audio between us and the customer. The reporting is not intuitive in the slightest. It has been down numerous times in the past year. Anyone expect adminitrators are unable to access support leaving to delays in getting questions answered. Support is slow and oftentimes unhelpful. The contacts did not integrate from our previous system well and there are numerous numbers that have multiple contacts for seemingly no reason. Searching the contact screen in talkdesk is a nightmare.
There are no call recordings. You are unable to see when an agent is on the phone if you are not a supervisor. There is constantly a delay in audio between us and the customer. The reporting is not intuitive in the slightest. It has been down numerous times in the past year. Anyone expect adminitrators are unable to access support leaving to delays in getting questions answered. Support is slow and oftentimes unhelpful. The contacts did not integrate from our previous system well and there are numerous numbers that have multiple contacts for seemingly no reason. Searching the contact screen in talkdesk is a nightmare.
What problems is the product solving and how is that benefiting you?
From my knowledge, none.
Very complete CRM to manager Phone channel
What do you like best about the product?
Great usability and data dashboards. Our KAM is very attentive and has been a true partner in solving business problems together
What do you dislike about the product?
The price point is a little bit high for ~100-150 licenses range
What problems is the product solving and how is that benefiting you?
Talkdesk allow us to take inbound calls from customers and perform Outbound calls for Collections and sometimes support
Buena, cumple con la expectativa.
What do you like best about the product?
Es favorable el tener como administrador la opcion de ver estadisticas por usuario y la integracion con hubspot
What do you dislike about the product?
Realmente varias cosas, la mas importante es el acceso diariamente, no se puede tener una sesion abierta en la APP y otra en la web, esto dificulta la transicion entre canales para por ejemplo escuchar llamadas desde la web y querer volver a hacer llamadas desde la app, tambien el tono de llamada es inusual, no se sabe si realmente esta llamando o no, si el numero es equivocado o no lo es.
What problems is the product solving and how is that benefiting you?
En efecto, poder reunir la gestion comercial en un solo software, auditarla,evaluarla y tener control sobre la calidad de cada llamada realizar por los asesores
A reliable VoIP service.
What do you like best about the product?
Being able to track connected users and their status at all times is very useful for me.
Its usage is simple and intuitive, suitable for daily use.
The support team's response is very quick.
Its usage is simple and intuitive, suitable for daily use.
The support team's response is very quick.
What do you dislike about the product?
The shift rotation generator could be greatly improved.
What problems is the product solving and how is that benefiting you?
Call management by multiple agents depending on the origin of each call.
Recommended reporting tool
What do you like best about the product?
Talkdesk is a highly recommended tool, with which you can communicate by telephone with customers, as well as perform a wide range of call follow-ups and reports to take into account and have a continuous improvement of the service provided.
What do you dislike about the product?
Some wireless headsets do not allow you to answer calls if you are not in front of the computer.
What problems is the product solving and how is that benefiting you?
It is very useful to be able to record calls so that you can listen to them again. This can avoid misunderstandings with customers and improve quality.
Customer Service
What do you like best about the product?
Easy to learn
Audio qulaity is good, reliable
Easy to implement
Audio qulaity is good, reliable
Easy to implement
What do you dislike about the product?
Filters very limited
Reporting is complicated and antiquated
Random glitches (disconnected calls, activities page wont load or update)
I cant see who is on a current call
Takes too long to update last call
Reporting is complicated and antiquated
Random glitches (disconnected calls, activities page wont load or update)
I cant see who is on a current call
Takes too long to update last call
What problems is the product solving and how is that benefiting you?
Incoming and outgoing call flow, about 100-200 calls per day. Customer service and sales function for a customer base of 3500.
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