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Talkdesk review
What do you like best about the product?
I like that you can decide to answer the call.
What do you dislike about the product?
I dislike how the transfer feature works. It is not user friendly, you have to go back to the main line each time you have to dial a different number, because there is not an option to keep the main line on hold and call somewhere else without getting back on the main line, apologizing for the hold and explaining why you went back with no resolution and calling out again.
What problems is the product solving and how is that benefiting you?
Issue resolution with customers on the phone, great volume, and flow of calls.
Recommendations to others considering the product:
Reconsider if you want smooth transferring capabilities. Good for simple use in contact centers.
Good user-friendly product for moderate-sized call center operations
What do you like best about the product?
The monitoring and metrics are very helpful and highly customizable from agent to agent.
What do you dislike about the product?
When I worked in larger departments (50+ agents online at once) I found that it started to get very buggy when answering calls. The scenarios I'm referring to would only happen if you have the ring group configured to ring to more than one agent at a time - multiple agents try to answer and milliseconds difference can cause some problems in terms of metrics and real-time operations (these issues do not affect customer experience directly, however).
What problems is the product solving and how is that benefiting you?
The voicemail feature has solved for hours-of-operation issues. The monitoring features have proven very useful in terms of agent accountability when moving to a primarily remote working environment,
Recommendations to others considering the product:
This is a flexible tool with good OOTB integrations. Highly recommend for small-to-medium sized call center operations with less than 50 agents in each ring group, or for any size organization that only wants calls to ring to one agent at a time.
Well Designed System for Small to Mid Size Organization
What do you like best about the product?
UI is outstanding, the capabilities that are available are solid, need to add more functionality to compete with larger competitors
What do you dislike about the product?
The reporting is sub par. Better exporting, auto run features and better data would be a plus.
What problems is the product solving and how is that benefiting you?
Omnichannel support, automated outbound communications. We have been able to communicate via SMS, need email.
Recommendations to others considering the product:
Create use cases for the Talk Desk team to demonstrate how the system works.
User Friendly and Detailed!
What do you like best about the product?
TalkDesk lets you see who's logged in, who's doing what, and how long your calls have been waiting. I love that you can see who is waiting in the queue before answering!
What do you dislike about the product?
There's the occasional glitch that causes calls to drop, but according to my IT department, the fixes are usually pretty simple. It's frustrating for both agent and client alike, as it interrupts the flow of business and client assistance.
As well, the timer for my status changes starts at 3m40s, which throws me off for breaks and such. My IT department as attempted to sync this better with our company systems to no avail.
As well, the timer for my status changes starts at 3m40s, which throws me off for breaks and such. My IT department as attempted to sync this better with our company systems to no avail.
What problems is the product solving and how is that benefiting you?
It allows my company to allocate agents to calls vs emails as necessary. The higher the queue and wait times, the more agents that can be assigned to answer calls as a priority. This makes wait times less tedious for clients and gives them a better experience with our company.
User friendly!
What do you like best about the product?
The app is really easy to use, sound quality is very good, easy to transfer calls between colleagues, if you have the app integrated with Salesforce your call will be documented, you can go back to a list of your calls and check for any missing details. Great and efficient customer service.
What do you dislike about the product?
I don't have any complaints about the service.
What problems is the product solving and how is that benefiting you?
Inbound and outbound calls for technical support, easy to make, receive, and transfer calls. I document all my calls and then I can go back to listen to them with the salesforce integration.
Recommendations to others considering the product:
If you want to have a reliable tool for a good price and user-friendly I will totally recommend you using Taldesk.
A clean and efficient product
What do you like best about the product?
The best aspect of TalkDesk is the simplicity and ease of using the product.
What do you dislike about the product?
One of the struggles with TalkDesk is the reporting functions in the explorer tab. The reports are often time consuming and difficult to pull.
What problems is the product solving and how is that benefiting you?
We are able to easily roll out this product to our company and easily train new reps quickly, as the product is very intuitive.
Efficient tool for phone and team management
What do you like best about the product?
The tool provides easy and efficient management of incoming and outbound calls. As it does not require prior hardware installation, it gives a great deal of remote capabilities. Our industry by default is based on remote work, this proved itself to be of the upmost value when teams have to work remotely due to the global pandamic.
What do you dislike about the product?
The reporting tool have an opportunity for improvement. Talkdesk have a great "By Default" routing options, and it can be more customized using their "Studio" function. Studio is a very strong tool, but for small companies I would recommend opting for the traditional routing as Studio needs some time and skill to be configured to your need. Talkdesk already help their customers to be trained on Studio, but still it require time to manage, it would be great if Talkdesk has a service of managing the routing configuration for Studio on behalf of their customers, may be as an extra service.
What problems is the product solving and how is that benefiting you?
As we are a team working from different countries, remote and in-office, we needed a tool that require minimum installation, and is not hardware dependent. Talkdesk provided that
Recommendations to others considering the product:
Very recommendable if you do not have a specific role of tool manager as it does not require extensive knowledge.
A good option for remote teams and teams working in different countries
Use the technical support as much as you can, they offer great service
Talkdesk has a good customer approach that allows direct channels and ensure that the customer relation evolves in the right direction
A good option for remote teams and teams working in different countries
Use the technical support as much as you can, they offer great service
Talkdesk has a good customer approach that allows direct channels and ensure that the customer relation evolves in the right direction
Talkdesk
What do you like best about the product?
Click to dial for ease of use and the quickness on the part of Talk desk technical support if there is ever an issue.
What do you dislike about the product?
I haven't noticed anything in particular, I also do not have anything to compare it to.
What problems is the product solving and how is that benefiting you?
I did not implement Talkdesk within our organization, I'm just a user for it.
Talkdesk Customer Review
What do you like best about the product?
Talkdesk is by far the easiest way to call people using a computer. All you need is a computer and internet connection, and you can then call from anywhere!
What do you dislike about the product?
There are minor bugs. For example, sometimes after I log a call and minimize Talkdesk, it reopens without me clicking on it.
What problems is the product solving and how is that benefiting you?
Talkdesk allows me to assist customers with products. It allows me to easily make quality phone calls.
Recommendations to others considering the product:
I would recommend using Talkdesk.
Great Communication tool for your business
What do you like best about the product?
The simplicity and ease of use is one of the best parts of this tool, which requires almost no training to begin using.
What do you dislike about the product?
The call bar application would be more useful with a little more functionality, like call log, texts, call waiting and video calls.
What problems is the product solving and how is that benefiting you?
In our organization it is used for communication between clients, vendors, and between departments within our company. The fact that is works in out hardware we already own makes it a convenience as well.
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