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Decent
What do you like best about the product?
Historic reporting is pretty good, with many pre-built reports able to show me what i need, or failing that the custom reports are quite east to use and build too
What do you dislike about the product?
I do feel using it for live monitoring could be better, the limit on agents i can see per screen or inability to pull live data into an export to use is a little frustrating at times. But on the whole a useful tool
What problems is the product solving and how is that benefiting you?
Monitoring agent productivity has been helpful, and highlighting non-productive agents ased on the reporting has improved performance across the contact centre.
Easy to use platform with limited functions.
What do you like best about the product?
I think the layout of Talkdesk is easy to use and navigate. The voicemail transcripts are super helpful, and it saves time when figuring out a customer issue.
What do you dislike about the product?
I find Talkdesk a bit glitchy at times, and the server was down for almost half a day this week. The reporting tab used to be a lot more detailed, but now some of the features have disappeared.
What problems is the product solving and how is that benefiting you?
Talkdesk is mainly used for our customer support line and recruiting line. It's a reliable service for communicating with our customers and answering questions.
It's good and simple
What do you like best about the product?
I love the simplicity of the tool how everything can be set up in no time with little to no effort. The reports are also pretty good, easy to use, and complete. You can accommodate the roles and profiles based on needs is also very useful. The user interface is amazing, and the integrations work great.
What do you dislike about the product?
One thing it can improve is the filters. Some reports are limited because of the filters. I, however, have only seen myself once in need of adding a filter. It's overall a pretty good, solid experience.
What problems is the product solving and how is that benefiting you?
We have a team of about ten people on the phone, and the idea of the phone ringing to multiple users simultaneously makes it very efficient. The teamwork improved when they were competing to get the next call.
Recommendations to others considering the product:
If you come from a different software, try to get use to the simplicity of the tool. It is so easy to get things done that you will find it unusual to have completed some things within a couple of clicks.
Dynamic and freedom
What do you like best about the product?
Topics:
- Great, helpful, reliable and quick customer service and support
- Incredible tool that makes you 100% independent on setting up your system! You want changes? No need for a team, you can do it and very simple!
- Reliable software and quality of service and VoIP.
- Great, helpful, reliable and quick customer service and support
- Incredible tool that makes you 100% independent on setting up your system! You want changes? No need for a team, you can do it and very simple!
- Reliable software and quality of service and VoIP.
What do you dislike about the product?
There's nothing true dislikeable.
However, two things:
- adjust prices considering your customer's market (North Europe vs South Europe, for instance)
- it should be possible for us to charge our customer's for each call
However, two things:
- adjust prices considering your customer's market (North Europe vs South Europe, for instance)
- it should be possible for us to charge our customer's for each call
What problems is the product solving and how is that benefiting you?
Problems solved:
- waiting time everytime we wanted to setup or change our flow/lines;
- mobility of every agent (now we can work at home, office, anywhere);
- performances tracking
- waiting time everytime we wanted to setup or change our flow/lines;
- mobility of every agent (now we can work at home, office, anywhere);
- performances tracking
Recommendations to others considering the product:
If you're looking for great, fast and reliable software and customer service, do yourself a favour and get Talkdesk!
Lacking in help desk
What do you like best about the product?
Initial training and interactions were excellent.
What do you dislike about the product?
I feel the help center when troubleshooting and talking with a live person is slow to none. If the whole system crashes for us they are nowhere to be found; this has happened a handful of times. Upgrading and customer support team are very slow to respond to requests are pass the request around to the next person to solve.
What problems is the product solving and how is that benefiting you?
The reporting features are excellent with TalkDesk. The live reports are helpful to keep the team on task, and the achieved reporting is useful with a rapidly growing business.
Best phone system
What do you like best about the product?
Easy to use and easy to train others how to use it. I like that the system detects users who were recently unavailable on break or lunch and will route a call to them first and prevent people from trying to slack at times.
What do you dislike about the product?
Web-version is great but using the callbar may log you out and fails more often. Although I can just stick with using the web version it sometimes gets in the way of multitasking between several windows or tabs.
What problems is the product solving and how is that benefiting you?
Making reports and creating custom dashboards is a plus and helps supervisors keep track of their team's productivity. Audio quality and call recording all in one is. a game-changer.
Recommendations to others considering the product:
Plan the amount of licenses that you will be using at the beginning of the month to avoid unnecessary costs for unused licenses.
Great call center software and company. Missing some features for total flexibility & customization.
What do you like best about the product?
Our implementation team is great to work with. Extremely responsive and dedicated to our success. The software is user-friendly and easy for agents to learn how to use.
What do you dislike about the product?
The Talkdesk online support team still leaves something to be desired. Although there is plenty of self-help materials and video training online, more complex problems that fall outside of this scope tend to have solution times that are too slow for issues impacting a single user. There are a few software "misses" that can still use some attention. Although many of them are in the product roadmap, the global "Status" selections (that really need to be customizable by department) is still a year away.
What problems is the product solving and how is that benefiting you?
We are planning to solve a problem of using separate phone and chat platforms, however, we haven't yet implemented the chat component. (This should be within a month.) Current benefits are that I've been able to get my two (previously) disconnected call centers (traditional Tier 1 and Tier 2 support teams) onto the same platform because of Talkdesks ability to function globally and use connection points around the world with good performance and voice quality.
Recommendations to others considering the product:
Definitely consider Talkdesk. Ensure you know exactly what your needs are and ask for a free trial so you can be sure it will meet those needs. Press for detailed answers to specific questions, especially when it comes to automation and integration with other systems. It's easy for things to fall into the "yes" answer category, however, actual implementation or real-world usage of the product can change this to a "no" if you're not careful.
Simple and Easy to Navigate
What do you like best about the product?
User friendly and easy to read/understand. Everything you need is located on the dashboard.
What do you dislike about the product?
Sometimes the customized dashboard is laggy and responsive time is slow.
What problems is the product solving and how is that benefiting you?
Since Talkdesk is connected with Salesforce, it makes it a lot easier to quickly access customer's accounts.
Recommendations to others considering the product:
Reports are simple and easy to read. You won't have to do much training either since Talkdesk is self-explanatory.
First Time Utilizing Talkdesk
What do you like best about the product?
Talkdesk is easy to use! Between using the web version and mobile app, it's made call services a lot easier to manage. I also appreciate how easy it's been to connect calls to CRM accounts.
What do you dislike about the product?
The service can be a little glitchy sometimes if you are switching between the web page and mobile app. Also, I wouldn't say I like that when you log in, it will automatically update your status to active.
What problems is the product solving and how is that benefiting you?
I've never used an app like this to connect with the other programs I'm using for my position. It allows me to be more productive in how I spend my time at work; it's much more efficient.
Easy and simple to use
What do you like best about the product?
Easy to comprehend and see in summary form of stats and who's available.
What do you dislike about the product?
Sometimes can be a bit laggy and unresponsive.
What problems is the product solving and how is that benefiting you?
Talkdesk connects customers to their Salesforece accounts so it saves a lot of time.
Recommendations to others considering the product:
Talkdesk makes a lot of this simple with their easy-to-read dashboards and also runs quick and straightforward call reports as well.
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