Talkdesk Express

What do you like best about the product?

The integration with our other platforms

What do you dislike about the product?

I don't like the amount of steps it takes to delete conversations and not being able to delete multiple conversations at once.

What problems is the product solving and how is that benefiting you?

One of the main benefits of using Talkdesk is the co-pilot feature, which is especially helpful when it’s hard to hear customers clearly or fully understand what they’re saying.

What do you like best about the product?

I appreciate the ease of use and navigation through Talkdesk, which makes it simple to access different features, such as pulling up prior phone calls or monitoring team activities. The live view is particularly useful for keeping an eye on technicians and ensuring they are in the ready status to accept calls. These features make my job easier as I can do everything from one system, including answering the phone and reviewing calls. The new AI features that provide call transcripts are also valuable, as they make it easier to review discussions without listening to the entire call. Additionally, the initial setup was pretty easy and seamless, despite a short learning curve, and we adjusted quickly.

What do you dislike about the product?

I find it frustrating that searching for a phone number requires exact input without certain characters. If I don't input it exactly right or include a period, I get no results. Removing just one symbol can change the results, so it'd be great if it could still pull up results even with extra characters like periods or spaces.

What problems is the product solving and how is that benefiting you?

Talkdesk consolidates phone calls into one queue for timely responses and uses AI transcripts for easier review. The system's ease of use and live view enhances my efficiency by allowing tracking of team status and accessing prior calls without hassle.

What do you like best about the product?

I like the AI notes for when I'm busy on a long call and may not have kept all the key parts of the call

What do you dislike about the product?

after so many cases it starts to slow down.

What problems is the product solving and how is that benefiting you?

none

What do you like best about the product?

I think the AI is so helpful to the agents. I also like how scheduling, forecasting, quality ....it's all in one program.

What do you dislike about the product?

When we first started using Talkdesk we were told everything was going to be done from Talkdesk I would love to see more integrations. We still use several different programs.

What problems is the product solving and how is that benefiting you?

Before utilizing Talkdesk our agents were consistently having to go into after call work to wrap up cases and take their notes. It really hurt efficiency. Once the agents got comfortable with utilizing the AI tools all work is done on the calls.

What do you like best about the product?

the format of the inboxes and the ease of use also the timeline of cases is great

What do you dislike about the product?

the looking up of cases should have a wider range such as more than just phone number name or case yes I agree need more ways to find a case

What problems is the product solving and how is that benefiting you?

AI generated notes from calls could be better

however could be more detailed

What do you like best about the product?

I like how easy it is to navigate once you get the hang of it. I like that everything customer related can be easily accessed via the cases. The updates have really helped how easy it is to update the AI Agents

What do you dislike about the product?

I dislike that the reporting is all over the place. You can tell that multiple people set them up and they didn't all follow the same process. They arent all in the same place, you have to dig to find where the certain report is and building dashboards almost takes a phd in IT

What problems is the product solving and how is that benefiting you?

Talkdesk is solving our software issues. It has been a lot smoother since we have switched. The AI summaries are helping streamline the calls for agents, which has improved our efficiency.

What do you like best about the product?

it is very simple to understand the analysis and also very easy to use

What do you dislike about the product?

it has a few bugs that needs refreshing sometimes

What problems is the product solving and how is that benefiting you?

centralising the calls and email for the entire team

What do you like best about the product?

Some features are really handy, like the Live tab, where I can see how everyone is doing with their calls and check their status. The Activities tab also shows a lot of useful information—not only for checking on my own activity, but for keeping an eye on colleagues as well. Overall, it displays a lot of the information I need in one place.

What do you dislike about the product?

Sometimes the status for each agent doesn’t update in time, and it can take a long time to start. I also occasionally have to refresh because of “unexpected errors.”

What problems is the product solving and how is that benefiting you?

It offers a lot of features that other systems don’t have, which means we get extra information that’s genuinely handy and useful.

What do you like best about the product?

I really like it because it's very easy to use daily.

What do you dislike about the product?

When I start it in the morning it takes some time to load and I have to refresh it several times.

What problems is the product solving and how is that benefiting you?

Centralisation calls

What do you like best about the product?

I like the interface; it’s friendly and easy to use. There are many tools to check your performance over time, including past results, which is very helpful for double-checking our work. Overall, the app works fine, with only a few minor bugs. It’s a good app.

What do you dislike about the product?

Sometimes it takes a bit too long to connect, and the app doesn’t always show our availability status very accurately.

What problems is the product solving and how is that benefiting you?

The platform definitely improved our performance, and there are many useful tools. We lose fewer calls, and if an issue happens, it’s much more traceable.