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What do you like best about the product?
Reporting is easy to download and manipulate
What do you dislike about the product?
I need to use it a bit more to be able to provide more info
What problems is the product solving and how is that benefiting you?
Tracking types of calls
Talkdesk has been a huge upgrade for the team, but sometimes falls short in feeling customizable.
What do you like best about the product?
The control over the phone queues, everything being easy to integrate and we have been able to give more information to agents. Both reporting, easy access to quality scores, and live monitoring.
What do you dislike about the product?
We use the QM assist and work through phone evaluations as well as other channels. For the evaluations, I do wish we had more information if it was in regards to a call available. Like the phone number, disposition, call duration especially for AI scored calls. Also the ability to share links to a call within talkdesk would be nice as well. A filter by evaluator would be nice as well for keeping track of items completed. Agents would like the option to extend a call wrap at the end of the call screen.
Their support team is not always quick to respond and has had trouble resolving some issues quickly. When there is a known issue I feel like they don't share it easily like other partners do.
Their support team is not always quick to respond and has had trouble resolving some issues quickly. When there is a known issue I feel like they don't share it easily like other partners do.
What problems is the product solving and how is that benefiting you?
We are not able to make sure all agents are logged in where they are supposed to be and have been able to better see where coverage for some phone queues may be lacking.
Recommendations to others considering the product:
Talkdesk is a great way to manage a larger team.
Great for Voice support but could do better in OMNI channel and with their WFM partner-Verint monet
What do you like best about the product?
The reports dashboard and ability to customize reports and the new live reporting
What do you dislike about the product?
The fact that the ACW metrics isn't available in all data sets when you needed customize reports. That
What problems is the product solving and how is that benefiting you?
Our work from home set up and its analytics gave us better decisions and could quickly react to it.
Easy to use. Helpful insights and articles.
What do you like best about the product?
Using Talkdesk has been extremely easy as a customer service agent and QA. Using the Talkdesk Academy was extra helpful when I had no one else to teach me how to use certain features of the platform. I wish more platforms could be as user-oriented as this.
The dashboards are also quite user-friendly and I love the personalization feature.
The dashboards are also quite user-friendly and I love the personalization feature.
What do you dislike about the product?
The Callbar extension on MacOS stays fixed on a single screen and can't be moved, but that's just a minor inconvenience. Other than that, I'm yet to find something else I dislike. It's been a great experience.
What problems is the product solving and how is that benefiting you?
It's a great way to track agent productivity. It has allowed us to maximize productivity in certain processes we have thanks to the metrics Talkdesk provides. We have also been able to optimize agent availability vs occupancy.
Recommendations to others considering the product:
Use the Talkdesk Academy! It's easy and helpful.
Talk Desk one of the best providers for calls that I have used!
What do you like best about the product?
The best thing is simplicity. It is so simple to use and for changing the settings. The best part for me as the real-time controller is the live option of following the agents.
What do you dislike about the product?
To be honest there is not much to be disliked. I'm very pleased with using a talk desk! It is really hard to suggest any improvements because the product is perfect!
What problems is the product solving and how is that benefiting you?
From the time that I have worked as the agent, the talk desk was very useful for customer service in our company. We have solved all of the main tasks using the talk desk.
Recommendations to others considering the product:
I would strongly recommend a Talk Desk. I have a huge experience in customer service call centers and I have used many different products for calls but the Talk Desk is my first choice.
TalkDesk - Easy to use with valuable data
What do you like best about the product?
I find the data reports the most useful in TalkDesk, to see how all of the statistics to help improve our KPI's.
What do you dislike about the product?
It can be finicky at times, but overall easy to use.
What problems is the product solving and how is that benefiting you?
With Talkdesk, our company is able to monitor our reps' performance to provide better feedback when needed.
Recommendations to others considering the product:
Great for call centers and customer service departments
Reliable Software at Scale
What do you like best about the product?
Ease of use and IT administration is seamless
What do you dislike about the product?
Nothing really, it's a seamless piece of software. Perhaps an update to the UI may be in order
What problems is the product solving and how is that benefiting you?
We are using Talkdesk for our merchant care and merchant success teams. Benefits are having the info all in one place for leadership
Reliable Phone Service for any high dial company!
What do you like best about the product?
One of my favorite features of TalkDesk is its connectivity to other programs like Salesforce. Stores the calls and gives numerous options to dispositioning the calls for faster reference and tracking purposes within Salesforce. The TalkDesk dashboards are helpful and useful, especially for management. It also has a click-to-dial feature that makes life extremely easy.
What do you dislike about the product?
The only thing I dislike about TalkDesk is the infrequent crashes. It hasn't happened much but is usually resolved quickly as long as it isn't the user's internet that caused the crash. I've found that sometimes the calls don't log in Salesforce. Never determined if it was a Salesforce or TalkDesk issue.
What problems is the product solving and how is that benefiting you?
Over the 4+ years that I've used TalkDesk the only issues I've had were the connectivity issues along with assistance setting up a dashboard for tracking. Both were handled efficiently and overall got us back on track and running efficiently and confidently moving forward.
Recommendations to others considering the product:
A reliable program that is easy to use and works with other programs like Salesforce.
Talkdesk Review
What do you like best about the product?
I can use Talk Desk to manage my team and monitor how they are doing day to day and able to see if they require help just at a glance. Page updates very quickly in real time and gives immediate feedback on what codes advisors are currently set to.
What do you dislike about the product?
Overall a very useful tool. Can be hard to set up all the widgets on the monitoring page to find what I am looking for at a moment's notice as there is a lot of data that I want to be displayed across multiple teams.
What problems is the product solving and how is that benefiting you?
Can get a very good understanding of call volume incoming enabling an idea of how many resources should be moved to a particular workstream at any time. Can get a visualisation of what the team is doing at any one time to monitor productivity.
Recommendations to others considering the product:
East to use and understand from a management perspective
My Review on TalkDesk
What do you like best about the product?
The new dashboard seems to have great information.
What do you dislike about the product?
Inability to make outbound calls with a sip phone currently.
What problems is the product solving and how is that benefiting you?
Call Center as well as Chat. Because of talkdesk, agents can be more accountable for the calls they are taking.
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