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Love this tool
What do you like best about the product?
I am a huge fan of this easy-to-use dashboard and reporting. It is providing me with a ton of insights immediately. We are setting up quality management forms now. It's a great tool we love it.
What do you dislike about the product?
sometimes the way i get to information is not intuitive but it is easy enough to figure it out. I really like even the things that frustrate me, it's a big improvement over what we had before.
What problems is the product solving and how is that benefiting you?
We are solving issues and concerns with productivity it's been amazing. I'm really excited to be able to demonstrate how effective wwe are as a team and prove it.
Recommendations to others considering the product:
Ease of use
TD reveiew
What do you like best about the product?
TD is ensuring to give us accurate reports, and also, it is user friendly and does not make things complicated for a person who is a new user.
What do you dislike about the product?
Nothing!. They're delivering the best. Good JOb!
What problems is the product solving and how is that benefiting you?
It has increased our CSAT score as there are very few call drops, and the network is transparent.
Recommendations to others considering the product:
If you are looking to generate accurate reports and to have user-friendly access, then this software is the best.
Great insights and detailed reporting
What do you like best about the product?
Customization options in the reporting section.
What do you dislike about the product?
Would really appreciate the addition of pre-setup reporting that users can customize in the "Explore" section and that can be pulled on a daily basis.
What problems is the product solving and how is that benefiting you?
Providing detailed reporting on the team's performance.
My Exceptional Service Experience With Talkdesk
What do you like best about the product?
Talkdesk has exceptional customer service and is always very responsive in answering and meeting our support needs.
What do you dislike about the product?
Although the knowledge base is easily accessible, I'm not always able to find relevant articles for my questions or needs.
What problems is the product solving and how is that benefiting you?
Using Talkdesk, we can quickly and easily respond to our customers' calls and needs. Being a Talkdesk Admin has enabled me to help support all our agents as well.
UCSD SFS Talkdesk Review
What do you like best about the product?
- the high level of customization and flexibility with the majority of settings and call routing
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
- the ability to control all changes, publish changes immediately/real-time, and not needing any kind of Talkdesk admin to review and approve changes first
- the training via Talkdesk Academy is super intuitive and straight-forward; our agents all report positive experiences with the training and credit the Talkdesk Academy to much of their proficiency with Talkdeks now
- love having access to a wide range of reporting options
What do you dislike about the product?
- the integration section is not as easy to use and navigate; I don't have much experience with coding, etc., so it's been challenging to determine how to set up various HTTP integrations properly
What problems is the product solving and how is that benefiting you?
- when COVID-19 first impacted our operations in early 2020, we, like many offices/businesses, transitioned to working remotely. Our department works directly with students and helps them understand their student account and billing matters, so a very important part of college. Using Talkdesk allowed our staff and student employees to be available to speak directly with our client base in real-time, which made a significant impact on our students and parents alike.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
- speaking to the customization, in the past, it always took a long time and multiple steps to change our hours of phone availability or update any messaging within our phone tree. The customization has allowed us to post updates and changes immediately once they become relevant and then take them down again when no longer applicable. The customer experience is one of our highest priorities, so ensuring that we can always have accurate and up-to-date information and phone hours posted is critical.
- in the past, we never had access to any form of photo data or metrics. We handle a high volume of phone calls throughout the year but could never conceptualize it without data. With Talkdesk, we can transform the concept of "high volume" into a concrete number. As a result, we can not only demonstrate the overall value we bring to the campus, but we can also show our staff what their effort, dedication, and commitment look like numerically.
Recommendations to others considering the product:
One of my favorite parts of Talkdesk is that it gives you and your team the flexibility to handle incoming calls from the office or while working remotely. Having that kind of flexibility is not only great for employees, but also for our student customers, who now have a high likelihood of reaching our agents and being able to ask their questions and get the assistance they need.
Review of Talkdesk
What do you like best about the product?
There is not a ton of confusing controls, and the simplicity of the tool allows for a quick start. The support pages are complete, easily navigated and the most comprehensive I've had the pleasure of utilizing.
What do you dislike about the product?
Very little, only some challenges occurred when trying to mix reports
What problems is the product solving and how is that benefiting you?
Excellent insights into the call routing that is easy to follow, the clear insights into the call data show routing and what options customers are choosing before getting to the agent.
Reliable and feature-packed CCaaS solution
What do you like best about the product?
Talkdesk allows us to collaborate on a reliable, centralized platform with team members located in many different areas and several working from their homes. The UI is clean, easy to understand, and intuitive, which makes training easier. We also are impressed by the improvements and new features they have released in such a short time. Their team is hard at work building new features all the time. The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure that Talkdesk understands our organization's needs. The reporting capabilities are strong and allow for deep insight. Studio Flows are powerful routing mechanisms that empower us to create the workflows that we need and adapt to changes.
What do you dislike about the product?
There have been a few severe outages that have led to unplanned downtime. At the time, there were no clear instructions on how to avoid these issues and be available for our members despite product failures. Recently business continuity recommendations have been released, which has helped. Administrative processes need improvement to allow admins more control over making changes.
What problems is the product solving and how is that benefiting you?
Talkdesk has allowed us to create a centralized communication platform to serve our growing population of members. Talkdesk is easily scalable, working with us as our organization grows.
Communication! Communication! Communication!
What do you like best about the product?
I really like the way they communicate. We are assigned a customer success representative and ours is A M A Z I N G. Thank you Matthew Dale for all you do for us. And I love how collaborative all the different areas are with us as customers. I feel like our input is valued.
What do you dislike about the product?
I do wish some of the products were more developed. I know new releases and updates are coming out all the time, so trying to be patient. Also, would like to know about new features that we qualify for without having to ask. Often we don't know what to ask for or that a new feature has been released.
What problems is the product solving and how is that benefiting you?
With our Talkdesk solution, we have implemented the QM, Omnichannel, Feedback, and several other products, which is allowing us to be more streamlined and offer multiply channels for our clients to reach us. This in turn allows us to provide the elite level of customer service we strive for. The benefits for us have been game-changing, by having the majority of our solutions on one platform, has allowed our agents to work more efficiently and it gives the entire team more visibility on all that is going on with calls, QM, and metrics.
Talkdesk proved to be a major upgrade in phone systems
What do you like best about the product?
Talkdesk is easy to set up, customizable, and easy to maintain. Their support team has always been helpful if we run into one-off issues. TD was a major upgrade from our old system.
What do you dislike about the product?
Talkdesk has a reporting tool called Explore. The out of the box reports and dashboards are helpful, but it would be better if users could create reports from scratch. They don't always have the metric we are looking for.
What problems is the product solving and how is that benefiting you?
Our old phone system couldn't be customized without the help of IT. Now, I can create flows, individual numbers and make sure calls get to where they need to be.
An amazing, smart and puntual telephony tool powerful to escale.
What do you like best about the product?
The platform is very friendly in every aspect for the agents, supervisors, admins, and even the developers. Also, the incredible flexibility it provides for personalization.
What do you dislike about the product?
Talkdesk has no native connection in Fivetran, which will make it difficult to migrate the data tables in our internal warehouse. Also, it has no note tools (like macros) for the agent's ACW. It would be nice to have access to modify the ADC profoundly.
What problems is the product solving and how is that benefiting you?
The rush for escalation in the company, since we had been duplicating the customers that we receive and attend. Improve the poor call quality for Mexico, Ecuador, and South Africa operations.
Recommendations to others considering the product:
Talkdesk provides a remarkably intuitive and friendly interface yet powerful capabilities, settings, and performance. The metrics are on the point and easy to address.
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