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Great Platform for Cloud Contact Center!
What do you like best about the product?
I love the ability to purchase additional numbers when they are needed. It is such an easy process to purchase them and it can be done without contacting anyone. The other feature that we really love is Talkdesk's ability to enable mobile Contact Centers.
What do you dislike about the product?
So far, we have not found anything that we do not like about Talkdesk. Talkdesk has been a wonderful platform that has met our very specific program needs.
What problems is the product solving and how is that benefiting you?
Talkdesk has provided a solution for us that no other Cloud Contact Center provider can. We have contacted and seen demos from all the other major players in the industry, but none of them can provide a truly mobile experience that Talkdesk can. We are not even close to a traditional Contact Center, in that we do not have a centralized hub where the action takes place. 95% of our operations occur out in the field with Case Managers making in person visits and contacts with our clients. Our clients are ones that are significantly at risk of their lives constantly and are unable/unwilling to contact a traditional 1-800 number for any form of assistance. When we come in contact with our clients, they are assigned an individual Case Manager who they contact via work cell phone. The clients will not call the 1-800 number and transfer to the agent, like most Contact Centers. Talkdesk is the only platform that will allow us to operate a Contact Center in this fashion with each Case Manager assigned a separate number that can be dialed directly and have the Case Manager work on a mobile device only, but still have all the functionality of a Contact Center.
Recommendations to others considering the product:
If you are looking for a mobile deployment, like we have, look no further than Talkdesk. They can accomplish this with a level of ease that is astounding.
Great Program, Very functional!
What do you like best about the product?
Very easy and functional for making and receiving calls!
What do you dislike about the product?
When making an outbound call, it would be good if the confirmation option was missed.
What problems is the product solving and how is that benefiting you?
Being able to monitor the incoming calls and previous history.
My Talkdesk Experience
What do you like best about the product?
The best part that I like about Talkdesk is the Dashboard and how it breaks down the different skills and our service levels.
What do you dislike about the product?
The reporting tool can be quite confusing and not as complete as I would hope for.
What problems is the product solving and how is that benefiting you?
Talkdesk has brought a better way to skilled agents and to breakdown service levels in our call center. It is something that we were missing from previous tools we had before we acquired Talkdesk.
Recommendations to others considering the product:
n/a
Might have underestimated training and setup needs prior to roll out
What do you like best about the product?
Initial setup as a user was straightforward and UI was simple to understand.
What do you dislike about the product?
Some of the admin setup might be confusing. During our rollout, some voicemails were missed, but that could have been an internal training issue.
What problems is the product solving and how is that benefiting you?
We're using TalkDesk for our company's phone system. Because we're relatively early on in our implementation, we haven't yet realized some of the routing/transfer capabilities (backlog of admin work on our side), but I'm excited to be able to soon.
Recommendations to others considering the product:
Get a plan for your in-house assets prior to launch.
Explore = big improvement
What do you like best about the product?
Callbar app is very intuitive for agents
What do you dislike about the product?
Unable to log initial agent interaction after transferring calls
What problems is the product solving and how is that benefiting you?
Developing a quality assurance program using the new Explore feature
Great Phone Quality and Amazing tools
What do you like best about the product?
I love that we have all our phone recordings saved so that we can review for quality purposes. Our customers love the call back feature so they don't have to wait on the phone if our agents are not available. it is also very easy to set up our IVR
What do you dislike about the product?
From time to time the calls do drop but it is definitely very minimal .
What problems is the product solving and how is that benefiting you?
Our organizational skills have significantly improved since customers are taken care of in the order of importance AND in the order that they called in
Simple, User Friendly, Nice Integration
What do you like best about the product?
Easy to use interface with straight forward functions
What do you dislike about the product?
Sometimes the integration does not work very well with Sales Force
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
I also have some gripes unmet expectations for reporting. I find it hard to find simple ways to view times in statuses and would like to be able to know if calls are not being answered.
What problems is the product solving and how is that benefiting you?
Quickly and efficiently handle calls
A reliable service
What do you like best about the product?
I have easy access and control of how I talk to people its great.
What do you dislike about the product?
I guess sometimes i will still get calls every so often even when my status is set to not take calls but it is few and far between.
What problems is the product solving and how is that benefiting you?
Talking with clients and helping them with their issues
Recommendations to others considering the product:
If it seems confusing or overwhelming at first, just carry on and you will pick it up. Its not too hard to use once you get used to it.
Very useful for performance improvement and monitoring
What do you like best about the product?
The ability to monitor the activity of agents has been something that helped us organize ourselves internally and improve our performance. Easy reporting is also something that contributes to have better control over our KPIs - our users are also happy with the features Talkdesk provides, which improved overall user happiness!
What do you dislike about the product?
The way the features are to be used is not always straightforward - support is not always very prompt.
What problems is the product solving and how is that benefiting you?
The high value on our streamlining certain processes, and listening to feedback - one of our main problems that we wanted to solve was the ability to have a live overview over the activity that goes on during each shift so that we could better organize how workforce does staffing and scheduling. Easy reporting is also something we looked into as we are a super data driven company!
Daily Talkdesk User
What do you like best about the product?
The integration with Salesforce makes it easy to log activity on customer accounts.
What do you dislike about the product?
The sound quality is poor. My team has had many issues with dropped calls and failed transfers. When working with Talkdesk Support to resolve these issues, we had a lot of difficulty. Searching for a previous call is clunky in the admin and the search fields are very limited. The hold music is much louder than ringing or speaking volumes and unpleasant.
What problems is the product solving and how is that benefiting you?
Talking to customers for sales. Easy to have a direct line or general line routing to the same user.
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