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Talkdesk reliable softphone
What do you like best about the product?
TalkDesk has been reliable comparing to all other softphones. The quick connectivity and clarity is such a relief to the one who works majorly on calls. I have used 3 Cx and TalkDesk both. I would recommend Talkdesk as its improvements are not measurable.
What do you dislike about the product?
Loading issues rarely and it leads to taking time in calling customer
What problems is the product solving and how is that benefiting you?
I have been using it to connect with customers of various locations and I realized this is a must-have software for call centre business
TalkDesk easy to setup and use
What do you like best about the product?
Studio is amazing to work with, I can build a IVR in a few minutes or add a change. This makes a world of difference when working on changing things
What do you dislike about the product?
Lack of documentation for ring groups. Other than that nothing
What problems is the product solving and how is that benefiting you?
We replaced another phone system with TalkDesk, as the other phone system was clunky and had many issues
Connecting Each Other
What do you like best about the product?
It works well and is an exciting calling app for remote employees for an easy phone call transfer. Great app
What do you dislike about the product?
Difficulty in knowing which countries we are not allowed to dial out to moreover too many updates
What problems is the product solving and how is that benefiting you?
Deliver a better calling experience without any distraction. It is innovative, creative, and challenge and help employer and customers thrive and grow.
Recommendations to others considering the product:
Keep the call center agents working from anywhere
TD offers different options & call monitoring
What do you like best about the product?
Very easy to use and offers a clear view on the agent level. this helps real-time management
What do you dislike about the product?
Unfortunately, its limited in terms of reporting, couple of report should be added, and not possible to build personalized reports
What problems is the product solving and how is that benefiting you?
Monitoring calls and agents performance
Good Contact Center Solution
What do you like best about the product?
Provides a broad solution to Softphone contact center for your customer support teams
What do you dislike about the product?
It doesn't integrate well with other key systems, such as Salesforce.
It requires an in-depth implementation with little documentation. It requires their implementations team to get it set up, which they charge additional fees for.
It requires an in-depth implementation with little documentation. It requires their implementations team to get it set up, which they charge additional fees for.
What problems is the product solving and how is that benefiting you?
They offer a robust contact center.
TalkDesk Is an Accessible, Well Supported Solution
What do you like best about the product?
The tool is straightforward to use for even the newest support agents. The Talkdesk support team is well equipped to answer any question and ready to screenshare to help with more complex questions.
What do you dislike about the product?
Occasionally, calls are routed incorrectly. It can be hard to pull certain metrics such as Service Level. I have had to change metrics due to this difficulty. Support is still there when you need it though.
What problems is the product solving and how is that benefiting you?
Our company uses Talkdesk to resolve customer issues via phone call. We can use many agents at a time and track information via "dispositions." We are currently integrating with our email service.
Recommendations to others considering the product:
Work with their Support team when establishing or learning about their Flows. It can be challenging at first.
Highly functional phone system
What do you like best about the product?
I like tracking and reporting capability
What do you dislike about the product?
Nothing I dislike. The system is great!!
What problems is the product solving and how is that benefiting you?
Documenting phone calls is easier, if someone forgets to document a call the system has a record of the call.
Recommendations to others considering the product:
This system is very easy to use and being able to track calls made and received is a breeze.
Great features. But there have been some serious bumps.
What do you like best about the product?
Studio is easy and intuitive to set up. It has allowed us to get much more personalized in our inbound call structure, which our teams really appreciate.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
The availability to find what I need using the knowledge articles is also great.
Our users seems to like using the callbar and it has been consistenly working for our teams, which is especially important for our teams using their own home networks.
What do you dislike about the product?
The use of the internal reporting tools was also a complete miss for us. The fact that you cannot report accurately on a single user's calls offered vs calls handled vs calls missed, regardless of ring group, was a big miss for us. We even upgraded our reporting for a trial period to see if that would help. We also engaged our support account person to do a reporting walkthrough, only to find that the reporting set up in Talkdesk made the way we needed to report on calls completely impossible in one delivered report.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
Fortunately, we were able to use the Talkdesk Activity object in our Salesforce org and with some custom fields, we've been able to bypass this feature altogether. However, the reporting capabilities was one of the main selling features for us, so it was not a great experience to learn the filters were too limiting for our use cases.
While users enjoy the callbar feature, it is limited in customizations. One of the features we lost transitioning from our previous dialer was the ability to create future task reminders in Salesforce directly from their call widget in our old system.
What problems is the product solving and how is that benefiting you?
Talkdesk activities in Salesforce, along with the Salesforce integration enables use to track all of our softcalls and report out accurate call data. With COVID, all of our teams are currently working remotely and the transition from their office lines to using TD for all calls was a seamless transition for them.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
We're experiencing much better call performance and less dropped calls since we switched to TD, which was the main reason we first started looking for a new dialer system. Since our teams all work remotely, having access to a system that works well across all personal networks was vital to us.
Recommendations to others considering the product:
Any admin can set up the most basic to a complex call flow quickly, without needing any coding knowledge or IT support. Call quality has improved, and system downtime has been cut dramatically since transitioning to Talkdesk.
Excellent tool, very functional
What do you like best about the product?
The ease of constantly monitoring calls as well as observing real-time values through the dashboard
What do you dislike about the product?
The reports that are downloaded, I can't find any that are complete and fit what I want to work on... There are many and it's very uncomfortable to download them to be able to do the analysis.
What problems is the product solving and how is that benefiting you?
The topic of connection times and the ability to monitor calls
Recommendations to others considering the product:
Really, the administration and monitoring is very easy.
Great Tool - Saved us During the Quarantine
What do you like best about the product?
The ability to work remotely was priceless. There is so much this tool has to offer and we have not even touched the surface.
What do you dislike about the product?
There are just a few limitations that we found; however, I have to say that the support team is always open to suggestions and trying to find solutions for our needs.
What problems is the product solving and how is that benefiting you?
The ability to set metrics and quantify them has been a great help. We recently added our Engineering Support Team which in and of itself, has added great value.
Recommendations to others considering the product:
In order to fully utilize and take advantage of everything Talkdesk has to offer, it is best if the entire company makes the switch. Having only one or two departments does not allow Talkdesk to be used to it's full capacity.
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