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High end application, great Support team.
What do you like best about the product?
TalkDesk has full reporting functions, extremely user friendy, integration with different ticketing system, TalkDesk has great setting and config options which makes it extremely easy to change, when needed, but the most important for us is that TalkDesk has a great Support team. They are technical, responsive, responsible and very friendly. They won't give up until make sure that the issue is solved and you are satisfied.
What do you dislike about the product?
Reporting can be improve even more. problem is taht you can't find all required metrics in one report.
What problems is the product solving and how is that benefiting you?
We solve our lack of insight on our calls stats, breakdown by countries, ring groups etc. We also have great flexibility to change the setting on TalkDesk when needed.
Recommendations to others considering the product:
If you are looking for a progressive software, flexible to wrok with, open to develop, easy to setup, simple setting menu, last but not least; knowledgable support team, go for TAlkDesk!
TalkDesk has eased our reporting functions, gave us opportunity to change the setting when we need and with help of it's Support team, we feel being in safe hands despite of the issues we might experience sometimes. TalkDesk's urge to hear their client's new ideas for developing the application and adding more features is fascinating.
TalkDesk has eased our reporting functions, gave us opportunity to change the setting when we need and with help of it's Support team, we feel being in safe hands despite of the issues we might experience sometimes. TalkDesk's urge to hear their client's new ideas for developing the application and adding more features is fascinating.
Talkdesk gives insight for me an and my team.
What do you like best about the product?
I enjoy the reporting aspect of talk desk as well as the phone call recordings. It makes it really easy for me to go back and listen to a call for training purposes.
What do you dislike about the product?
Talkdesk can improve on making things more intuitive and The lack of automation is challenging. For example, a feature that pings people when they are in a set status for a period of time would be nice.
What problems is the product solving and how is that benefiting you?
I am solving QA issues with Talkdesk. It is really convenient that when I have customer complaints, I can go back to review calls to help with training or with requests.
Recommendations to others considering the product:
n/a
Reporting
What do you like best about the product?
Data capability and exporting is great however understanding each metric and its base calculation isn't great, data definitions are there but in my opinion they should look to make this more accessible.
What do you dislike about the product?
usability isn't the greatest compared to other telephony platforms however as a starting point and ability to grow and adapt its close enough to some of the bigger names.
What problems is the product solving and how is that benefiting you?
understanding the data that sits behind and the metrics that it counts. sometimes within the calculations, they can be read in different ways for example talk time - is inclusive of hold on some reports but not others.
Does what I need it to do.
What do you like best about the product?
The fact that I can create my reports, as long as I have administrator access. If I don't have admin access, I can get someone else that has it to create my report and then share it with me.
What do you dislike about the product?
After-call work can not be split out between outbound & inbound handled calls, and is only a combined figure for inbound and outbound calls. Due to the nature of our business, it would have been beneficial to understand the difference in ACW between the 2 types of calls.
What problems is the product solving and how is that benefiting you?
I'm able to see what our intraday call arrival pattern is, what our AHT is for the contact center, as well as adherence to schedule for agents. I'm also able to gauge how long agents spend in specific states, which then allows me to calculate how productive they are.
Recommendations to others considering the product:
Does everything I need it to do, from a call centre WFM perspective
Talkdesk makes it easy for us to connect with our customers!
What do you like best about the product?
Talkdesk has all of the features we need to offer phone support to our customers! Placing customers on hold and transferring customers is super easy. We have been able to set up multiple phone lines and multiple voicemail messages for different options.
What do you dislike about the product?
During our monthly meetings, we need to set up "holiday hours" so we can turn of our phone lines during the middle of the day and setting up those holiday hours isn't as intuitive as I had thought.
What problems is the product solving and how is that benefiting you?
We give our customers the opportunities to connect with us live so that we can solve their issues quickly. We're also able to provide quality assurance by having the ability to listen to the recordings and grade the interactions to improve our team.
Certainly came at an opportune time during the start of the pandemic!
What do you like best about the product?
On-the-fly adjustments have been the biggest benefit of using Talkdesk. Our previous provider took weeks if not longer to make changes in routing or messages that we needed to post.
What do you dislike about the product?
There is currently no alert system in place should our queues exceed hold times or call volumes. We were told at the time of sale this could be done but as of two years later, we still do not have this functionality in place.
What problems is the product solving and how is that benefiting you?
We love that we can provide other teams in our organization with tangible numbers and data that help them make decisions about future communications or decisions. Things like customer sentiment has been invaluable.
great
What do you like best about the product?
reporting is great and helpful with alot of data
What do you dislike about the product?
some delays exporting some data that could be related to my connection
What problems is the product solving and how is that benefiting you?
having an accurate to tack the AHT and productivity
Recommendations to others considering the product:
no feedback and recommendations to provide
Revitalized our call centre
What do you like best about the product?
The ease of use is second to none. Having had worked with several IVR providers in the past this is the most intuitive and easy to use. That being said the Customer Service and support is out of this world as well so when I do get stuck someone will always help pick me up.
What do you dislike about the product?
I think the education resources, while comprehensive, weren't presented engagingly. More focus on micro learning and perhaps having demo exercises would help to ensure knowledge sticks once learned.
What problems is the product solving and how is that benefiting you?
Our old IVR was clunky. We had to entirely reprogram it just to properly cover something like a holiday or the addition of a new line. This was incredibly cumbersome and often led to issues with lines not properly closing or calls getting through on off-hours.
User Friendly and Easy to Use
What do you like best about the product?
It has a very user-friendly interface and it's easy to set up on your computer. The tool uses single sign-on via browser and once you are logged in you also get the option of using the online platform to create dashboards to review service levels, queues, aht, acw, etc...
What do you dislike about the product?
Reporting is usually good and accurate, but some reports don't have the option to summarize all the data. Such as the AUX usage reports, you have to download the data in a CSV file and then organize it via Excel or Google Sheets.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to communicate with the company members for follow-up and scheduled callbacks, we also use it for internal reporting on service levels, AHT, ACW, AUX Usage, Call avoidance, etc...
Talkdesk is our main softphone tool for our BPO service for the client we work with
Talkdesk is our main softphone tool for our BPO service for the client we work with
Recommendations to others considering the product:
Take a good look at the online plaform after log in
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Use the explore option for default reports and the live section to create your own dashboards
Download all team based reports to organize data in Excel or Google Sheets
Simple to Use program, but there are a few things that could be better
What do you like best about the product?
The simplicity of the program, and how it looks. It is very simple to use and understand once you get the basics of talkdesk. It is a lot more modern than other programs as well!
What do you dislike about the product?
There are a lot of issues with headsets and microphones. Sometimes agents are having daily issues with talkdesk and callbar, where customers are unable to hear us, or we hear them.
What problems is the product solving and how is that benefiting you?
It allows for simple tracking of calls and notes, and the reporting capabilities are arranged in a way that makes things easy to navigate, and visually appealing to look at.
Recommendations to others considering the product:
It is a very modern program, with lots of capabilities that help any call center simplify their processes, and provide exemplary support to customers and consumers
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