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Excellent tool to use for calls and reporting
What do you like best about the product?
The reporting part is awesome. Also the dashboard is superb. Makes my task easy when working on it. Also I'm able to minimise the work load in no time. Very good platform to pull up reports, make calls, listen to the call, etc. great resource to do official work in not time. The paltform is fast and easy to use with loads of options available
What do you dislike about the product?
Have to click several times to apply a filter I need. Also the interface needs a bit of improvement as some times it get confusing while pulling up reports. The filter option should come with better options to select from. Also when narrowing the search criteries I've have type in multiple time. Need to have an option to send the reports in Xls format and not in Csv format.
What problems is the product solving and how is that benefiting you?
I get my reports on time. Also, the reports can be automated, and I can access the dashboard easily. The reports are up to date with many filter options and also they are easy to pull out. Can make automated reports with loads of options. The interface is easy to use with user friendly view. Can also listen to real time calls and check realtime data while the call are beinig taken.
Recommendations to others considering the product:
Please go for this tool as this is a straightforward and updated tool to work on. Also, it will make your life easy while working. Please make sure you use this tool to lessen the workload.
Solid softphone platform with great uptime
What do you like best about the product?
Talkdesk has been a solid platform with consistent uptime. Rarely have issues with the product.
What do you dislike about the product?
Wish there was more visibility and control of contact and company information. Duplication is a problem with all phone systems but better handling and management around that issue would be helpful.
What problems is the product solving and how is that benefiting you?
We are a remote workforce so having a softphone system make it easy for us to have employees anywhere.
Perfect Solution
What do you like best about the product?
Easy to deploy, easy to use, and is super reliable.
We were able to deploy Talkdesk ahead of schedule, under budget and our team and truly loved using it. When we all went remote in 2020, we had zero issues with connectivity.
We were able to deploy Talkdesk ahead of schedule, under budget and our team and truly loved using it. When we all went remote in 2020, we had zero issues with connectivity.
What do you dislike about the product?
I have yet to find a feature or piece of the tool I dislike.
What problems is the product solving and how is that benefiting you?
We didn't have a telephony solution in place for our support team - this helped solve that
Recommendations to others considering the product:
Keep it simple. Don't over-engineer your deployment.
Happy with Talkdesk Features, SFDC integration, Reports and Dashboards
What do you like best about the product?
Talkdesk is integrated into Salesforce which enables our organization to track all inbound activity in one platform. The Reports and Dashboards are outstanding
What do you dislike about the product?
Customer Service needs improvement. I used to have a dedicated rep who was accessible, knowledgeable and extremely helpful. Now it is hard to reach someone who can help me.
What problems is the product solving and how is that benefiting you?
We needed a flexible Inbound and outbound call solution and tools to help us manage an international BPO workforce. Talkdesk has enabled us to keep on top of all call queues and agents in "real time"
Talkdesk is wonderful
What do you like best about the product?
Love the real-time reporting features. Helps me and my team ensure we have coverage for our customers at all times.
What do you dislike about the product?
Would love for the reporting dashboards to be easier to navigate and more user friendly.
What problems is the product solving and how is that benefiting you?
Ensuring our customers can reach us during business hours
Easy to use to tool for Voice Support
What do you like best about the product?
Integration with CRM tools like Salesforce which takes care of flowing call details as part of the support case
What do you dislike about the product?
There could be more customizations for the call greetings and reporting
What problems is the product solving and how is that benefiting you?
TalkDesk is very useful for our support model where we have three types of support - Standard, Gold, and Dedicated support with different coverage hours.
Super Easy to Use!
What do you like best about the product?
I love the fact that is extremely easy to use, is intuitive, reports are easy to pull, queue monitoring is easier because Talkdesk gives you a pie chart where you can see the agent activities and the queues.
What do you dislike about the product?
Talkdesk will only be reliable when using Zendesk as a CRM. We recently changed to Kustomer and we had a lot of issues with TalkDesk, maybe the developers can work on better integration with Kustomer.
What problems is the product solving and how is that benefiting you?
Reports are easy to pull, you can filter by queues, agents, specific time, or day. Talkdesk helps you get better reporting.
Recommendations to others considering the product:
If you want good reporting and don't want to spend time building your own reports, go directly to Talkdesk, you can find all reports there, and are easy to download as an XLSX file.
Talkdesk - From an IT Support Engineer's perspective
What do you like best about the product?
Almost completely hands-off after the user's profile is configured
What do you dislike about the product?
There are sometimes delays in working with their Tech Support as they are in different geographic areas and time zones
What problems is the product solving and how is that benefiting you?
Remote management of agents globally is virtually seamless
FRom Mitel to Talkdesk
What do you like best about the product?
We moved to Talkdesk for our Customer Service Centre to integrate more closely with Salesforce, this has been a big improvement over our former integration.,
What do you dislike about the product?
Managing the call flows can get complicated and you need someone with an understanding of proper workflow, branching, and general flow design. This is true for most platforms also.
What problems is the product solving and how is that benefiting you?
Tighter integration with Salesforce allows for more streamlined and informed handling of calls. With easy access to cases and background information, calls are handled in a more concise and timely manner.
Great product and great customer service!!
What do you like best about the product?
Very easy to use and regular updates released to improve functionality.Great for being able to merge calls between users and carriers without having to hang up or call someone back. Great customer service to go with it. They're very determined to resolve your issues and are very kind throughout the process. I recently had an issue with being unable to answer forwarded calls on my personal cell phone if there was any background noise. The TalkDesk Support team worked with me via email to attempt to resolve this issue. Due to not being able to resolve the issue via email, they arranged a time for us to talk via Zoom to discuss this issue in further detail. We were able to quickly resolve this issue for me! I'm grateful for the excellent customer service I received to resolve this issue and the determination to find a resolution for me, as this is a very uncommon issue.
What do you dislike about the product?
Does not always work the best - unable to answer calls, calls drop, etc. However, their customer service is always quick to assist and run an update to resolve the issue or perform troubleshooting to assist. It's not always the best for merging calls, especially if a user is to get disconnected from the call for any reason. It may disconnect the call completely or it may not allow you to add them back in because it will only allow two other calls to be attached toon your call at a time. I do wish the application would automatically update when the device power cycles.
What problems is the product solving and how is that benefiting you?
Very easy to have a "desk phone" without a bulky desk phone. Our team runs on call hours, so being able to forward calls to our personal cell phones during out of business hours is incredibly helpful in giving us our freedom while still being able to fulfill the needs of our clients.
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