Talkdesk Express
TalkdeskReviews from AWS customer
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Sr Director Customer Success
What do you like best about the product?
The ease of use and reporting is very good
What do you dislike about the product?
there is nothing to dislike TD is great
What problems is the product solving and how is that benefiting you?
SFDC integration, skills based routing and work from home
Recommendations to others considering the product:
Excellent Salesforce integration - can't go wrong in selecting TalkDesk
Best Virtual Contact Center out there
What do you like best about the product?
Talkdesk has built their product with the end-user in mind. No outdated user interfaces, clunky integration points or weak report engines like in competitor solutions I've used. Talkdesk has addressed it all. Easy customizable dashboards, excellent looker integration and great support apps makes this stand out above others.
What do you dislike about the product?
I would prefer more expanded base platform functionality instead of pay for add ons.
What problems is the product solving and how is that benefiting you?
In a remote world, I needed a platform that was easy to use, provide me the visibility and performance of a true virtual contact center, and quick access to operational management and reporting. Talkdesk solved them all. Plus their integration to Zendesk and Salesforce is better than others I've seen.
Talkdesk - Efficient Tool for Global Ops!
What do you like best about the product?
Talkdesk is highly user-friendly and gives our teams the ability to work all over the world in different time zones. It allows our managers to track and listen back to calls for quality and training purposes and enables us to call international numbers. Talkdesk also gives managers full control and visibility over the entire team and their status' which has been extremely valuable while working remotely.
What do you dislike about the product?
One disadvantage to Talkdesk is that it will log you in automatically once you open the app, meaning if there is a call queued, it will come directly to you even if you are not ready or are simply going in to monitor teams and availability settings.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving several issues. It allows our teams to work effectively and collaboratively across different teams in many regions. It is very user-friendly, easy to navigate, and you can switch easily between the phone numbers to ensure customers are getting the call from a number they recognize even if the agent is in a different location. The benefit of call recording and call-wrap up give us customizable options that suit the business's needs.
Recommendations to others considering the product:
I would highly recommend Talkdesk as it is user-friendly, provides ease for its users, and allows visibility for reporting and listening back to recorded calls. It has allowed us to work efficiently and effectively throughout the past year of remote working and gives managers complete control of the staff and their status'.
No-code automation, seamless Salesforce integration, and excellent technical support
What do you like best about the product?
My favorite thing about Talkdesk is its Studio feature, which enables non-coders to create robust, complex automated phone flows to handle incoming calls. Within Studio, my favorite feature is the ability to collect data from the inbound callers, store that data in variables, and then push those variables into Salesforce where we can access them using all of Salesforce's native automation tools -- Flow, Process Builder, Workflow Rules and Approval Processes -- plus we can use them in Salesforce Reports and Dashboards.
What do you dislike about the product?
While the integration with Salesforce is ultimately seamless and beautiful, the UI for configuring that integration is a bit clunky and hard to navigate. If, for example, you want to create an integration that inserts Tasks or Cases in Salesforce for each call, regardless of which team handles the call, you'll need to create a separate integration element for each team. It's frustrating to basically clone each element for each team when there should really be a way to create the integration elements using variables that can be customized for each team. That's a very frustrating downside, especially when it comes time to make an update for every team and you have to open multiples of each component in order to make the update for each team across the organization that uses Talkdesk.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
We don't use Talkdesk's native reporting feature (Explore) very much, but my experience with it has been pretty negative. It's very unintuitive, hard to use, and generally unfriendly.
What problems is the product solving and how is that benefiting you?
Talkdesk enables us to offer self-serve solutions to incoming callers so they can resolve their issues without engaging a live agent. This leads to happier customers, happier agents, and a stronger bottom line. We've also found Talkdesk technical support to be extremely knowledgeable and helpful, if a little slow at times.
Recommendations to others considering the product:
If you're using Salesforce, and you want to have call data inside your Salesforce CRM, Talkdesk seems to be the best way to get it there. Its Studio feature is easy for non-coders to use, and its integration with Salesforce, while clunky, totally gets the job done.
Simple easy cost savings
What do you like best about the product?
It's super simple and easy to use. I can call anywhere; however it automatically prompts me if the number I enter is incorrect or unsupported such as an Intl call (outside Canada/US).
What do you dislike about the product?
Sometimes hanging up calls doesn't happen with the first click, but this is a minor issue compared to all the positives. I would like it if there was an option for texting since I use a different service to send texts to clients.
What problems is the product solving and how is that benefiting you?
Talkdesk is a VOIP browser-enabled system; hence there are no hardware costs or upkeep. There are lots of management and hardware savings with Talkdesk.
Recommendations to others considering the product:
Just get it - easy to use and much easier than getting handsets for yourself or your employees.
user friendly and a lot of integrations
What do you like best about the product?
that it integrates with Salesforce, Intercom, and Slack
What do you dislike about the product?
the Studio flow layout as it is hard to read the diagram
What problems is the product solving and how is that benefiting you?
being able to add more functionality to our IVRs via Studio Flow
BVD Petroleum
What do you like best about the product?
Ease of Use, configuration, can be learned quickly
What do you dislike about the product?
It is missing some functions that would make it more friendly.
What problems is the product solving and how is that benefiting you?
Whatsapp integration is slow, telemetrics are amazing for Cx agents
Easy to use/set-up, reporting could use some work
What do you like best about the product?
Easy to set up new users and features, easy to learn and change the IVR
What do you dislike about the product?
The reporting has been iffy and has had discrepancies since switching the "contact" model
What problems is the product solving and how is that benefiting you?
Being our main telephony system and always being available to talk about our unique needs
Great system and very helpful support
What do you like best about the product?
Talkdesk is very user friendly and easy to use
What do you dislike about the product?
Some features are missing/could be added
What problems is the product solving and how is that benefiting you?
The users have more control and the support is great
Recommendations to others considering the product:
The support is amazing and the product works well
Mediocre at best from a Technical Support Point of view
What do you like best about the product?
The Customer Representatives Haley Martone and Lacee Klem, always going above and beyond to get things done. They always respond promptly and get us the help we need to resolve any issue we present to them.
What do you dislike about the product?
The technical support. Very canned responses to issue and refer you continually to knowledge base articles with very scripted responses and the appearance of no real experience with the product. No in-depth investigation on causality or actual resolution without a lot of user effort and intervention.
What problems is the product solving and how is that benefiting you?
Expanded functionality using Studio Call flow The email alerts and SMS when voicemails, missed, or abandon calls are useful and have enhanced our customer and support specialist experience.
Recommendations to others considering the product:
Research and compare other like products before you chose
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