Talkdesk Express
TalkdeskReviews from AWS customer
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Easy and Perfect for use
What do you like best about the product?
The best thing about Talkdesk is that after you finish the call, you can select the call disposition. Hence, it makes it easy for reporting
What do you dislike about the product?
The way the talkdesk looks its kinda old fashioned. If they update the look , That would be nice
What problems is the product solving and how is that benefiting you?
We use to call partners and customers to assist them.
One of the seamless and easiest tools to use!
What do you like best about the product?
The ability to get reports, barge into calls and get automated reports when required. You can create your own Dashboard for Live monitoring of the calls in queue which is very helpful.
I like the option of transferring the calls internally while having both the Blind and Warm Transfer options.
Having the option for choosing from the directory and look for internal contacts to transfer a call.
One of the best options I found in this tool is to choose a number as per region to call the customers. E.g. You can choose a French number while calling a customer in France and a US number for a US customer.
I like the option of transferring the calls internally while having both the Blind and Warm Transfer options.
Having the option for choosing from the directory and look for internal contacts to transfer a call.
One of the best options I found in this tool is to choose a number as per region to call the customers. E.g. You can choose a French number while calling a customer in France and a US number for a US customer.
What do you dislike about the product?
Sometimes the Callbar gets stuck on Fetching data which ends up dropping the call on such occasions.
What problems is the product solving and how is that benefiting you?
Being able to monitor login, log out and break hygiene of the engineers.
To be able to listen to the call recordings as and when required to share appropriate feedback and improve our service.
Most importantly having Talkdesk integrated with Salesforce is another problem solving feature.
The beauty of this tool is that its very nicely synchronized with Salesforce that the status is not different and hence our business also keeps intact too.
To be able to listen to the call recordings as and when required to share appropriate feedback and improve our service.
Most importantly having Talkdesk integrated with Salesforce is another problem solving feature.
The beauty of this tool is that its very nicely synchronized with Salesforce that the status is not different and hence our business also keeps intact too.
Recommendations to others considering the product:
Calls and Break Monitoring
Listen to call recordings
Talkdesk integrated with Salesforce
Seamless synchronization with Salesforce
Listen to call recordings
Talkdesk integrated with Salesforce
Seamless synchronization with Salesforce
Talkdesk is Instrumental in my Work Flow
What do you like best about the product?
I like that talkdesk makes it easy to see which of our 18 locations is calling ,how long they've been waiting, and how many agents are available to assist them. You can even see how long a call is- if a call is longer than average, a manager can tell and discretely message the agent, asking if they need assistance or if the guest needs follow up! It's an incredibly easy way to communicate with our customers and take payment over the phone immediately.
What do you dislike about the product?
I dislike that, as the queue expands, sometimes calls are routed to the wrong location. For example, often times when we are busy, it will say the customer is calling "Atlanta" when they are calling "San Francisco". This happens typically where there are more than 5 calls in the queue.
What problems is the product solving and how is that benefiting you?
We needed a way to consolidate all of our phone calls into one place. Many benefits include seeing who called and keeping notes on what was discussed- it's also encouraging for guests, because they can call back and pick back up where they left off, even if it is with another agent!
Recommendations to others considering the product:
Talkdesk is wonderful if you are planning to communicate with customers and clients effectively over the phone.
Great platform!
What do you like best about the product?
The product is of high quality and the support system is fact and efficient!
What do you dislike about the product?
Some bugs during the business hours, sometimes it hungs up calls and doesnt update agente status
What problems is the product solving and how is that benefiting you?
Creating a flow system for the company and a great benefit is being reached easily by customers
Excellent Support Call center Software
What do you like best about the product?
Talkdesk support is top notch they are able to direct subjects to the correct team in a timely matter.
What do you dislike about the product?
Talkdesk software is New and innovating sometime the software is no fully develop. which is a good thing
What problems is the product solving and how is that benefiting you?
Talkdesk is able to bundle Phone, emails and live chat and in return we are able to save.
Solid with few errors
What do you like best about the product?
Being able to communicate with a customer over a safe and secure line.
What do you dislike about the product?
I have had a few static cut-outs here and there but other than that TD provides me the service I need to get my sales done!
What problems is the product solving and how is that benefiting you?
I am meeting my sales quota faster by processing sales over the phone along with chat.
Talkdesk Is Your One-Stop Solution For Workflow
What do you like best about the product?
The best attribute of Talkdesk is its ability to simplify and streamline the intricacies of your day-to-day workflow. It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time. Another benefit to this app is you can utilize its widget mode or maintain it within your browser based on how you like to organize your screen. A big plus to someone who likes to have flexibility.
What do you dislike about the product?
The only notable weakness I've experienced with Talkdesk thus far is it tends to 'glitch' out from time-to-time; like being stuck in Not Ready For Calls when you clearly are or when you cannot accept incoming calls. Again, this is seldom but does occur. However, a simple restart always does the trick of fixing the issue in just a matter of seconds. A small note regarding its inability to customize the list of options available to you, it would be nice if we had the ability to add something we felt wasn't represented accurately based on our own workflow; like "Personal" for example.
What problems is the product solving and how is that benefiting you?
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working and when you're not. It truly does everything for you to ensure that your daily routine is efficient. A significant benefit I've discovered from using Talkdesk is it truly simplifies your day-to-day with little-to-no disruptions at all. It's truly an app I can't imagine working without again, especially in this "remote-first" world we live in now.
Recommendations to others considering the product:
What are you waiting for? Give it a shot. You won't believe how easy it fully integrates into your workflow without any interruption. A true asset to companies big and small that are looking for an efficient solution to managing their team.
User friendly. TD is a great tool that makes our work easier.
What do you like best about the product?
User friendly. You don't need any training to understand how it works.
What do you dislike about the product?
I would like to have a user option to see my stats such as "number of calls per day", "average time" on the phone and so on. This would be great to share with my manager and to add to our KPIs.
What problems is the product solving and how is that benefiting you?
Calling customers across Canada, no need to dial, just copy and paste from Salesforce.
Great reports and functions
What do you like best about the product?
I like the live reporting dashboard. Every user can individualise the dashboard depending on needs and interests.
What do you dislike about the product?
Nothing so far. Most things I dislike are due to functions that corporate sets globally.
What problems is the product solving and how is that benefiting you?
It gives a great reporting on call reasons and let‘s us monitor the realtime service level
Recommendations to others considering the product:
The explore option is great but the graphics could be displayed a little better as first of all: the description of the icons and stats could be a little better and secondly I would appreciate the possibility to filter by abandoned, missed and so on in the raw report of the calls.
Think of the call reasons you might have and try to be as precise as needed and don't use to many call reasons. I would recommend to rather change the call reasons more often than to have a huge amount of call reasons all the time, as this makes the after call work longer for every agent.
Think about the way you want to handle calls in your call center. Do you want the agents to make all the work during the call and have a low after call work or do you want them to postpone all work after the call to keep the after call work short. Furthermore you need to decide whether you want the agents to go out of the after call work themselves or if you give them a maximum amount of time to stay in the after call work and then change automatically to available again.
From my experience so far, you should trust the agents. They will eventually develop a feeling of how the shift is going and how many calls are coming in.
Think of the call reasons you might have and try to be as precise as needed and don't use to many call reasons. I would recommend to rather change the call reasons more often than to have a huge amount of call reasons all the time, as this makes the after call work longer for every agent.
Think about the way you want to handle calls in your call center. Do you want the agents to make all the work during the call and have a low after call work or do you want them to postpone all work after the call to keep the after call work short. Furthermore you need to decide whether you want the agents to go out of the after call work themselves or if you give them a maximum amount of time to stay in the after call work and then change automatically to available again.
From my experience so far, you should trust the agents. They will eventually develop a feeling of how the shift is going and how many calls are coming in.
A True Partnership
What do you like best about the product?
The Talkdesk team continues to be very supportive and responsive, as we tackle key customer facing initiatives. Ongoing, consistent communication has been critical to our success over the past nine months.
What do you dislike about the product?
System maturity - some functionality is not fully deployed.
What problems is the product solving and how is that benefiting you?
Enhanced customer interactions within our voice channel, improved staffing efficiencies, and a simpler agent interface.
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