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Very good system, I'm able to analyse all the results and calls.
What do you like best about the product?
to listen to the recorded calls. Is very easy and usable.
What do you dislike about the product?
Do not like the size of the letter. But thats all.
What problems is the product solving and how is that benefiting you?
The analysis of cases and people. And the call bar, I think that's the best part.
Recommendations to others considering the product:
If you work with call center, don't doubt about using talkdesk
One of the Better Phone Services
What do you like best about the product?
It is easy to transfer to other queues and individuals
What do you dislike about the product?
No transcribing options for calls nor voicemails.
What problems is the product solving and how is that benefiting you?
We are able to find recorded calls quickly which has helped de-escalate customers as needed. This has been a huge benefit.
Recommendations to others considering the product:
Go for it. It is a great product.
Love It
What do you like best about the product?
Admin Tools are great, usability for agents is streamlined and smooth.
What do you dislike about the product?
The integration to Salesforce causes an auto-popup that happens at each page load. Its not always immediate and when it happens it breaks my selection of which field I'm editing so in the middle of typing the popup stops my field selection and everything I type afterward does not enter the field and I have to select the field again to finish editing it.
What problems is the product solving and how is that benefiting you?
Quality monitoring and reporting are my primary focus in Talkdesk as a supervisor.
Recommendations to others considering the product:
N/A Great Product
Dashboards and live reports are very important to any operation
What do you like best about the product?
Easy to use, it is very intuitive for the agents, the information is quick and simple to extract
What do you dislike about the product?
It does not have and alarm with sound when something is out of parameteres for live perations
What problems is the product solving and how is that benefiting you?
Staffing and customer service needs, the transfers are easy and its a very stable platform to work with
Recommendations to others considering the product:
Urgent to add alarms or interactive options to the dashbards
Great Vendor / Partner!
What do you like best about the product?
Our business just moved to Talkdesk from another vendor and we're very happy with the change so far. Our implementation partners have been amazing; very knowledgable, candid, honest about what is and is not possible within the platform, and they are real people with real personalities, which I appreciate very much. This extends to their support service as well. The administration of the platform itself is intuitive enough and easy to use. The reporting capabilities are pretty robust, even using only the default reports available. Overall, we are stoked for this change and pleased with Talkdesk as our choice.
What do you dislike about the product?
Honestly, not much so far. My biggest issue is the requirement to go into the call flows themselves to apply any kind of closure. When offering a 'delegated admin' role to non-IT personnel so they can manage their own closures, giving them keys to the studio flows directly is a little scary. Having a closure mechanism that would overlay on top of the flow without having to edit them directly would be ideal. With that said, flows do have a time/date stamp on all published flows, and they are versioned for easy rollback to a previous flow. Only other complaints are small things, like not being able to remove a default agent state. But, again, overall, we're super happy so far.
What problems is the product solving and how is that benefiting you?
Our previous vendor's routing configuration was somewhat complicated to understand, particularly if you're not technically savvy. Talkdesk's flow builder made it wayyy easier to manage. One big problem we've solved by moving to TD is an issue we had with consults. The way our previous system was developed caused some issues when consulting between teams. SInce we have moved to Talkdesk, those issues have disappered entirely. Big win for us!
Another huge win is the more robust reporting functionality. Previous reporting capacity was limited in what we were able to view as the customer and required a ticket to be submitted for things like viewing independent call legs. That is all available to us directly through the TD interface now, which is hugely helpful and saves us a ton of time.
Another huge win is the more robust reporting functionality. Previous reporting capacity was limited in what we were able to view as the customer and required a ticket to be submitted for things like viewing independent call legs. That is all available to us directly through the TD interface now, which is hugely helpful and saves us a ton of time.
It’s pretty awesome
What do you like best about the product?
It's pretty simple to use and not at all complicated. Trust me I know because I use it everyday almost 8/9 hours a day!
What do you dislike about the product?
Sometime between the web version and the widget one starts to glitch, been noticing a lot lately!
What problems is the product solving and how is that benefiting you?
Calling my clients back to back ,talkdesk is the backbone of my work
Talkdesk is very useful, simple and easy to use toll.
What do you like best about the product?
We can schedule our report and it's come automatically.
What do you dislike about the product?
Latency issues we face sometimes which I want to be resolve
What problems is the product solving and how is that benefiting you?
latency issue,
Convenient app that pairs well with Salesforce
What do you like best about the product?
Talkdesk pairs with CRM to make initiating and receiving calls simple with your device. I like the ease of being able to log in, review voicemails, and review previous call recordings.
What do you dislike about the product?
Talkdesk repeatedly logs me out after a short period of inactivity and often has trouble syncing up and connecting, so I often have to try many times to log in successfully so I can call a client. Sometimes it glitches where it shows that I am still 'On a Call' when I have already ended it, and does not log some calls when it does this.
What problems is the product solving and how is that benefiting you?
TalkDesk is helping our company be able to track, log, and review calls, which is highly useful for several different teams across our organization. The greatest benefits are being able to access all of your previous calls in one place and easily initiate calls with multiple people on the line.
Recommendations to others considering the product:
Utilize both the website and the callbar for maximum efficiency.
It is as great system with a lot of constant new products.
What do you like best about the product?
The products that they offer make them innovative.
What do you dislike about the product?
We experienced disruption and bugs a bit this and the previous year that caused some issues.
What problems is the product solving and how is that benefiting you?
Reporting was a big reason to go to Talkdesk and the studio flow functionality makes it easier to create a custom flow for our business model.
Recommendations to others considering the product:
I recommend speaking with a consultant regarding the needs of your contact center.
There is a lot of static at times. Patient's sometimes have a hard time hearing me
What do you like best about the product?
Not having to use my cell phone to make calls for work
What do you dislike about the product?
Sometimes there is background noise and sometimes the phone doesn't ring and just hangs up
What problems is the product solving and how is that benefiting you?
I speak with patients regarding their Chronic Kidney Disease and call medical offices to get records.
Recommendations to others considering the product:
NA
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