Talkdesk
TalkdeskExternal reviews
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Great People, OK Product
What do you like best about the product?
The people within the company are very friendly and are open to feedback to make their product meet their customer's needs. If you are having issues with a functionality, they help you explore options to try to satisfy your use case. Agents enjoy the ease of use when using call bar to take calls. Talkdesk continues to release new features and functionalities on a regular basis. They integrate with a lot of different platforms which allows seamless capture of data and ease of use for their customers.
What do you dislike about the product?
If you are looking to replace your desk phones, this system does not have the same functionality your every day phone would have. The product functionality is good for a call center environment where agents are only taking calls from a queue, but not so great if you have hybrid or back-office staff members. The reporting is either too basic or too detailed, there is no middle ground to get the data you need without paying an extreme price for custom reporting. Though Talkdesk can integrate with a lot of other platforms to provide data/screen pops, the actual system functionality is a bit limited compared to many other call center products in the market. There is currently no way to know if you have another person calling you if you are currently on the line, transferring & conferencing functions could use some work, managing voicemails for departments vs agents is difficult due to the design of the Voicemail Web Screen.
What problems is the product solving and how is that benefiting you?
Our call quality is much better across all of our international call centers and our technical issues are far less frequent with this cloud solution. We are no longer reliant on a VPN connection or clunky desk phones. We have integrated screen pop data with our Oracle CRM to help decrease handle times.
One of The Best
What do you like best about the product?
Ease of use, accessibility of information.
What do you dislike about the product?
License availability, and other slight restrictions associated with Admin features.
What problems is the product solving and how is that benefiting you?
To date, we have not had any severe issues with Talkdesk. There have been none that have disrupted service or caused any gaps in coverage.
Excellent CaaS
What do you like best about the product?
Professional Services made the transition smooth from another cloud provider. The ease of the transition made our business operations function far more efficently.
What do you dislike about the product?
Does not have a full feature set for basic office users, to compliment it's robust call center
What problems is the product solving and how is that benefiting you?
Better performance in our call center. The reliability has been amazing. The talkdesk support team has been on point with providing answers quickly, while the product team is always interested in learning how are business can drive the product lines.
Recommendations to others considering the product:
Ask yourself, what do I need my telephony platform to accomplish. Sometimes taking the simplest approach will allow you to build a more robust and featured call center environment
Remote Working Essential
What do you like best about the product?
- Call Quality
- Ease of Use
- Onboarding Training
- Syncs with Zoho CRM
- Ease of Use
- Onboarding Training
- Syncs with Zoho CRM
What do you dislike about the product?
- Cannot transfer calls to non TD numbers
- Hard to tell if a TD portal function is compatible with "Flow"
- Programming gets tricky as users and custome functions get added
- Hard to tell if a TD portal function is compatible with "Flow"
- Programming gets tricky as users and custome functions get added
What problems is the product solving and how is that benefiting you?
TalkDesk has allowed our Customer Support team to transition to a WFH environment while retaining quality customer/agent phone interaction. Integration with Zoho CRM and Slack has been a huge plus for creating automation, receiving daily call reports, and understanding the dynamic demands of our customers.
Amazing support
What do you like best about the product?
The customer service. There are always available to answer any query and if there is an issue they will notify you with the right information.
What do you dislike about the product?
I used to use Cisco on my previous company and I think the Call bar could be much more sophisticated with different features.
What problems is the product solving and how is that benefiting you?
The studio is very clear, as we can change the settings at any time specially during Covid when the number of calls increased so much that we had to stop picking up all the calls and assist the customers in a different way
TD is really helpful and going great job
What do you like best about the product?
Everything connects between all stakeholders customers
What do you dislike about the product?
nothing there is nothing that i dislike about talkdesk
What problems is the product solving and how is that benefiting you?
I am having a good experience with talkdesk
Recommendations to others considering the product:
Nothing to say. just amazing
Talkdesk is a great tool for Performance Management
What do you like best about the product?
I like how easy it is to recall an agents work as well as easily spot productivity issues through their easy-to-use graphing system.
What do you dislike about the product?
Reporting is going through a huge transition right now, and there's a massive learning curve with the new process compared to the old without many training modules available to help Guide to the new process.
What problems is the product solving and how is that benefiting you?
talkdesk is perfect for putting accountability on team members and performance management as productivity is very easy to track as long as your team has expectations for what status to use and for when is a very clear picture of productivity.
Talkdesk is very user friendly and very easy to administer
What do you like best about the product?
The Callbar application is easy for the agents to use but the Administration of the system is very easy as well, from building new flows in the Studio to purchasing numbers. The live dashboards are very helpful and to be able to drill down on them is easy as well.
What do you dislike about the product?
I would really like to see that when building a user I could assign the Team as well in the profile, and being able to delete ring groups that are wrong or are no longer used instead of having to go through Tech Support as well as clear calls that are stuck in queue. We had had this ability in our other system and it made things easier than submitting tickets to have someone else do it.
What problems is the product solving and how is that benefiting you?
The Callback option is great and helps so that customers are not just sitting on hold. We are utilizing WFM, QM and screen recording which is helping the Managers and Supervisors to be able to react better to issues that may come up.
Recommendations to others considering the product:
Make sure you know what you are looking for in your implementation as that will make it easier to build the system out and take the Talkdesk academy courses to become familiar with it from agent level through administrator as this will help you understand all the levels you are designing as well.
Great Impact on business.
What do you like best about the product?
Reporting tab is the best, where I can easily track all the resources to make sure no work avoidance is happening.
What do you dislike about the product?
Nothing. Talkesk is fulfilling the business requirements.
What problems is the product solving and how is that benefiting you?
The benefit is I can easily check the live data where we are in terms the KPIs and follow up with team members accordinlgy.
Recommendations to others considering the product:
I would recommend taldesk to other Call centre businesses as it is really use.
TalkDesk is Easy To Use / Does Need Some Work
What do you like best about the product?
Call flows are easy to manage in the studio flow, configurations (once understood) are fairly easy to manipulate. Call recordings are easily accessible and reporting is simple.
What do you dislike about the product?
Connecting TD to SIP phones is possible but it does not work well, yet. We have faith that their awesome engineers will build a better backend process.
What problems is the product solving and how is that benefiting you?
Simplified call flow, centralized workforce management
Recommendations to others considering the product:
Ensure your teams take all the training necessary before implementing.
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