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User friendly, plug and play solution - lacks customization
What do you like best about the product?
Preloaded dashboards and reports are great, visually pleasing graphs and charts, easy for novices to understand and interpret. Great help functions to explain metric definitions and calculations. Intuitive and requires little to no training to use effectively.
What do you dislike about the product?
No custom reports; you're stuck with the default reporting and dashboards. Building IVR routing requires advanced training on their system. The WFM add-on is horrible, doesn't automate scheduling or integrate with T&A systems. Omni-channel functionality is incredibly expensive.
What problems is the product solving and how is that benefiting you?
Talkdesk is our contact center solution, replacing Zendesk Talk. It allows us to manage real-time and see what's happening as it happens (queue activity and agent activity), something necessary in our fully remote environment.
Talkdesk has a great UX, very easy to use and develop reporting for various business requirements.
What do you like best about the product?
It's ability to create so many reports for business needs.
What do you dislike about the product?
It's inability to be able to share reports with others on the team. We have to reach out to our Account Manager for that.
What problems is the product solving and how is that benefiting you?
A better and more streamlined experience for our reps and customers. We will understand better after we go live.
Recommendations to others considering the product:
Not a stakeholder.
I work as a Salesforce Admin for the company Solar Optimum who has implemented Talkdesk.
What do you like best about the product?
The customer service and their integration partners who helped us set up the system.
What do you dislike about the product?
Would like more SIP phone support as our users have used SIP in the past and now it seems easier to use the headsets with Talkdesk.
What problems is the product solving and how is that benefiting you?
We are going to be measuring users' availability, and the main reason for use is to see how many calls are missed internally. Employee monitoring, essentially.
Recommendations to others considering the product:
They have a great implementation team that answers any and all questions, even if you are not in the tech space. Very accomodating with explanations and walkthroughs.
Platform is good!!
What do you like best about the product?
Easy to use dial pad and transfer features.
What do you dislike about the product?
Reporting dashboards could be better. I might not know how to use the platform but I would like to see in Talkdesk how long a rep was in ready.Could have better integration with salesforce. If you don't have a casee up won't log with talkdesk.
What problems is the product solving and how is that benefiting you?
Having a way to be able to take calls and make outbound calls. Recording calls and having it link into salesforce for compliance purposes is really nice.
Talkdesk has a lot of data on specific metrics which promotes a flexible data analysis
What do you like best about the product?
The number of data metrics available in the custom reports are very helpful to dive deep and find helpful insights to improve both customer experience and agent performance. For example, on an agent level, we can track how many calls an agent did and what time it took them to make those calls. The number of connected vs not connected outbound calls is also an important metric to see if we are able to reach out to the majority of our customers or not. The real-time metrics dashboard that shows Service Level, Avg. Abandon time, Avg. Wait Time, Longest Wait Time, Count agents logged in, on away, online, offline, after call work is very helpful to manage the resource optimally in real-time. The talk desk status can also be used to track time spent on each task which is really helpful. The new Explore feature has very helpful stock reports and it also gives the ability to create custom reports on an interval, daily, weekly, monthly, yearly level.
What do you dislike about the product?
The custom reports cannot be duplicated to replicate the same report for other ring groups quickly. Talkdesk also takes a long time to load the large date range of data. The scheduled reports come to the email in a link. It would be better if the scheduled reports come as an attached file so the data can be extracted automatically using a simple script. Some of the important call metrics like ring-time are very difficult to find in the custom reports. The Explore feature can use a better UI and explanation of what reports can be built using each dataset type to guide the users.
What problems is the product solving and how is that benefiting you?
We are using the custom reports to get agent-level data to manage and improve their performance and surface insights like how fast we can reach out to the customer and solve their issues while maintaining world-class quality. We have benefited from the custom reports by reporting on the agent-level and team-level call performance. We are also keeping track of the time spent on each task using the Talkdesk statuses and reporting on the time spent on each task and analyzing how can we improve and better allocate the time between one task vs another. The talk desk call service is quick so we are able to reach out to customers faster. We are also trying to improve our quality and talkdesk is very helpful as all calls are recorded and can be reviewed for quality purposes live or at a later date.
Recommendations to others considering the product:
I would definitely recommend using Talkdesk for your call services because of its excellent call quality, uptime, and reporting features.
Unintuitive platform
What do you like best about the product?
The system that forces the agents to become available
What do you dislike about the product?
The reporting it's not intuitive, we don't have professional qualification.
What problems is the product solving and how is that benefiting you?
Problems with relating cases to the sales force; find out what the real tma of agents is; the agents manage to change the state, authorization should be given by the tema leaders.
the only benefit is the team leader forcing the agent's status
the only benefit is the team leader forcing the agent's status
Seamless connectivity and Top Notch support
What do you like best about the product?
The easy-to-use interface and the ability to use it on a laptop/desktop and mobile both.
What do you dislike about the product?
There is nothing that I dislike, but yes there can be some improvements on the UI to make it more user-friendly.
What problems is the product solving and how is that benefiting you?
Making International calls over the internet has been the most significant benefit that helps me connect with our customers without any hassles anytime.
Recommendations to others considering the product:
I would recommend others use Talkdesk as it is easy to set up, easy to use, and easy to get support for any issues.
Team Lead - Service Delivery
What do you like best about the product?
Easy interface to view agents and real-time status
What do you dislike about the product?
Manual dashboard creation - slow loading times / lag for real-time monitoring
What problems is the product solving and how is that benefiting you?
Service level improvements overall
Easy and quick way to login, every time I come in for work its literally 2 clicks away
What do you like best about the product?
The options of being able to go into different statuses
What do you dislike about the product?
The ringtone sound is very annoying, wish it had different ones you could choose
What problems is the product solving and how is that benefiting you?
Just making sure our phone are updated and having the different microphone options
Talkdesk Review
What do you like best about the product?
I appreciate the flexibility and amount of information the talk desk provides. The training was simple, and the callbar app is very user-friendly. It allows us to look up phone numbers and transfer to coworkers easily. This makes it a great system to use for both our coworkers and our customers. The system is also very easy to log into everyday. I have never had any issues logging into the app.
What do you dislike about the product?
I dislike that you are unable to change your status while the phone is ringing a lot. It makes it hard to switch to after-call work if the phone is ringing again. Instead of having to decline calls until the phone stops ringing, it would be nice to have the option to change our status at all times. The other thing that I dislike is that if the internet goes out, then we lose our connection and calls. I don't know if anything can be done about this, but it is frustrating.
What problems is the product solving and how is that benefiting you?
We are solving customer service needs and providing flexibility to coworkers. We have the benefit of multiple status options to facilitate our needs and communicate effectively with our coworkers. When we step away from our desk we can change our status to reflect that, when we need to work on recording or sending information, we can change our status to reflect it.
Recommendations to others considering the product:
It's easy to use and the process to set it up is very quick. It's a great system for any company making a lot of calls.
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