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Talkdesk is way more convenient than using a regular office phone. Makes more sense!
What do you like best about the product?
I love that it is on the computer; you're looking at the screen anyway, so it's great. Easy to use, always there and makes life easier.
What do you dislike about the product?
There are not many bad things I have to say about Talkdesk. The only thing I would change the sound it has when it rings. Maybe having other options for the sound or tone of the ring would make it more comfortable to listen to all day. It has been easy to use and it was a quick learning process. The sound was really the only thing that bothered me besides not being able to change to away our out of office when multiple calls are coming in. The calls keep popping up and you have to reject calls in order to get a break in between the ringing. Those are really the only two complaints I have. Oh, and cordless headphones. But that's the users choice, not Talkdesk. Other than that, I think it's been a great update to our office.
What problems is the product solving and how is that benefiting you?
Lots of customer service. It's a smoother process of transferring calls within the office. With a regular phone, buttons were hit on mistake and calls were often dropped. Talkdesk is more user friendly and is a much smoother process to empliment in the office. Talkdesk is easy to understand and has it's own training videos which help tremendiously when learning a new process. The benefits of using talk dest are the convenience, it's user friendly and will always be updated. Unlike a regular office phone.
Recommendations to others considering the product:
Make sure to watch the training videos, and you will be good to go. It's easy to use. Highly recommend it for an office setting; no more holding the phone to your shoulder to type.
Talkdesk Review 2021
What do you like best about the product?
I enjoy how organized talkdesk is for its users and how easy the site is to navigate.
What do you dislike about the product?
I don't like that transfers aren't taken into account for talkdesk metrics. My metrics at the end of the day may not reflect the level of work that I put in because I had to speak with someone for ten minutes before I realized that I may need to escalate the situation and transfer them to a supervisor. Our metrics are so heavily viewed in this company that the metrics must be accurate.
What problems is the product solving and how is that benefiting you?
There is a way to have different phone lines for multiple projects. That has made work more convenient as we try to balance multiple projects that multiple people may or may not be assigned to. Even down to capping off how many callers can enter the queue based on the size of a project.
Recommendations to others considering the product:
I would recommend adding video calls and a chat for internal purposes; it would be cool if everything were in the same place. It would also be nice to send out texts using talkdesk. We use Microsoft teams a lot and I would not mind if we slowly started to phase our communication out of teams and onto talkdesk. Talk desk has a really nice tutorial academy set but I would recommend a tutorial that also includes those less used functions so that they can be put to use. I use 20% of what talkdesk is capable of because that's all that I know of or have received training on.
Love the Live Legacy Dashboard!
What do you like best about the product?
There are too many things. The legacy version of Talk-Desk allows us to see who is actively working, who is busy and on a call, how many callers we have, how many are on hold and waiting, and allows us to track and adjust each of the phone lines that we have. I absolutely love Talk-Desk and all the different features we are able to use. This product makes our line of work-Emergency response-so much easier.
What do you dislike about the product?
I dislike the new update-the live dashboard that aired on 6.19.21. The Legacy version, is much more user-friendly. It is a little difficult to follow in the new version. I feel like with the new version, you have to look at many more places to figure out your statistics. I understand the new version should allow more settings and adjustments, however; the older, simpler version was much more manageable. It truly worked for our company and honestly we still try to use the older version as much as we can for viewing statistics.
What problems is the product solving and how is that benefiting you?
It has been slow to load lately. Moving in between screens since the new update has delayed the efficiency of using TalkDesk. The new live version is very confusing to follow along with. We have struggled to find different statistics that we had on the Legacy version. We like to see the who is available on what line as a visual instead of having to actually read through a variety of reports to figure that out. The old version this was much easier with.
Recommendations to others considering the product:
I love Talk-Desk. I have worked in various other call centers over the years, and Talk-Desk has been the most efficient software I have used.
Very efficient system
What do you like best about the product?
What I like best is the warm transfer option.
What do you dislike about the product?
What I dislike is that cold transfer option. More so when someone doesn't use it correctly.
What problems is the product solving and how is that benefiting you?
I'm saving the contacts. It makes it easier to identify my staff.
Recommendations to others considering the product:
Use it & all of its features. They are all very beneficial!
Great for business and even small companies. A reliable and easy to use communication system!
What do you like best about the product?
How easy it is to use. The simplicity of it makes hard job 10x easier.
What do you dislike about the product?
Crashing issues often disconnect from wifi or central system but are always quickly resolved.
What problems is the product solving and how is that benefiting you?
If I quickly notice an issue and report it, talk desk will quickly scramble to fix any bugs.
I love it SOOOOOOOO much!!!
What do you like best about the product?
I am not dealing with TPX. I also love that all our calls our recorded and monitored!!!!
What do you dislike about the product?
See above. The calls do drop a lot more than than you say they do.
What problems is the product solving and how is that benefiting you?
Our calls are recorded so people can't lie, saying we promised them false information.
Recommendations to others considering the product:
I would recommend making sure they take a look at all of the different ways to use Talkdesk to benefit their companies- there are a lot of different benefits that I didn't know about until months after we had been using it as a company.
Its ok, but with some limitations
What do you like best about the product?
Reporting is robust and has options for multiple views (pdf, CSV, graph). Many customizable dashboards witch makes viewing every aspect of your call center much more manageable. I like that the Talkdesk Callbar is not built into your browser also. I also appreciate their training and knowledge base. We can also use test-to-speech for our IVR.
What do you dislike about the product?
We continuously need to update the IVR message, and the ones who do it need Admin rights. Not comfortable with giving half the Team admin rights and modifying the Studio. I wish there were a way to update this message outside of needing Admin rights. Possibly make the roles and permissions more specif. There are also conflicts with legacy features and newer features that do not overlap.
What problems is the product solving and how is that benefiting you?
We used to have an issue with missed calls. Since Talkdesk logs the agent out if they miss calls, calls do not continue to go to them to get ignored. Much better reporting than our last provider helps us get the data we need to make substantial changes.
Recommendations to others considering the product:
Everything is pretty easy to set up. Just follow the implementation guide, and you will be all set.
Reliable and user friendly.
What do you like best about the product?
I like how every agent has such in-depth statistics, and it's always accurate. It is easy to transfer calls and if you only use the basic funtions of your Talkdesk widget, almost anyone should be able to use it. I love that the reports for individual agents show the amount of time spent in each status in order to ensure productivity is always high.
What do you dislike about the product?
I wouldn't say I like how we can't tell who hung up the phone- whether it be one of our agents or the other person on the line. I also don't like the function of the blind transfers because it doesn't provide the best environment for top of the line customer service. I also dislike that on the "calls" tab, you have to constantly refresh it to have updated information- but on the other hand if it were constantly refreshing itself, that may get annoying too so I'm not sure how to solve that issue.
What problems is the product solving and how is that benefiting you?
We have caught a lot of people lying about their productivity; I like how it keeps our agents accountable. We have caught a lot of agents who were attempting to make their call volume look high by trying to cheat the system but Talkdesk really makes it fool-proof; if you're paying attention, your money will not go to waste with this app.
Recommendations to others considering the product:
I would recommend paying attention to the training videos; they're a little wordy but make the difference in understanding how to best utilize Talkdesk to its total capacity. Another recommendation I have would be to explore all of the different facets and nooks and crannies of the website - that will help your organization more than just using what you see right off the bat.
The use of the platform and the use of new tools has been very helpful
What do you like best about the product?
The platform gets updated all the time, which helps always to have a correct look at how the Queue goes
What do you dislike about the product?
Sometimes it could be a little slow when I try to filter some information
What problems is the product solving and how is that benefiting you?
It is very helpful to attend to our clients and check the Queue real status
Recommendations to others considering the product:
Very recommended so everyone on a business account can use it.
Reason to choose talkdesk
What do you like best about the product?
1) Different features that allow checking the call history.
2)Easy to monitor and check the service level.
3) automatic recording option which can be useful for quality and training purposes.
4) Easy call transfer option.
5) Easier to set call tree for team members.
2)Easy to monitor and check the service level.
3) automatic recording option which can be useful for quality and training purposes.
4) Easy call transfer option.
5) Easier to set call tree for team members.
What do you dislike about the product?
1)edit option for the talk desk could be improved.
What problems is the product solving and how is that benefiting you?
Talking to customers and couriers and resolve their issues in a timely manner.
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