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My experience has been nothing short of amazing, no complaints at all.
What do you like best about the product?
It is very reliable. There are rarely any system issues where the app might be down.
What do you dislike about the product?
It does not notify you when you are accidentally logged out or kicked out the system, due to a network issue for example.
What problems is the product solving and how is that benefiting you?
It does not have any latency and call quality is crisp and clear.
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Talkdesk is easy to use and does not have latency issues
What do you like best about the product?
I like the fact that I am able to listen to calls and also read the call transcript as well
What do you dislike about the product?
I don't like the fact that agents sometimes have an issue with changing their status especially after a call
What problems is the product solving and how is that benefiting you?
We use talk desk to listen to calls for quality purposes and this helps us find ways to improve our service and customer satisfaction
Excellence with ease!
What do you like best about the product?
The most helpful tool in Talkdesk is the Copilot feature! Simple cut and paste your converstion, no more typing your conversation in full! Saves on time immensely!
What do you dislike about the product?
I find that I would like to have just 3 widgets - this would be sufficient!
What problems is the product solving and how is that benefiting you?
Displays interaction summary in the case of needing detailed infomation from the call while creating the case
Efficient
What do you like best about the product?
Talkdesk is a reliable platform and I rarely have any technology problems using it. I especially like the different filters you can use for creating a dashboard, and the Co-Pilot AI generator
What do you dislike about the product?
It takes a long time for the recent phone number to show up in the activity log which impacts my time spent at work
What problems is the product solving and how is that benefiting you?
It allows me to quickly look up caller information without spending more time on the call going through name spelling, etc.
One of the main tools I was daily for my job.
What do you like best about the product?
I use Talkdesk every day for my job, and it has significantly improved my ability to provide top-notch customer support . The platform is incredibly user-friendly, making it easy to navigate and utilize its features efficiently. One of the standout aspects of Talkdesk is its speed and efficiency. It allows me to handle customer inquiries quickly, which is crucial in maintaining high customer satisfaction. The integration with other tools and systems we use is seamless, further enhancing our workflow. I find the editing it to my own personal preference for the widgets I need to get my job done is one of my favorite features. Editing widgets is easy and can be done quick , when certain days need different aspect of Talkdesk.
Overall, Talkdesk has been a game-changer for our customer service operations. It’s quick, efficient, and reliable, making it an indispensable tool for our team.
Overall, Talkdesk has been a game-changer for our customer service operations. It’s quick, efficient, and reliable, making it an indispensable tool for our team.
What do you dislike about the product?
When I have completed a call, it can take a few minutes for my activities to be updated. So, if I need to go back and check my last call, it's not there, even after refreshing. Also, the AI-generated summary will disappear when taking an SMS at the same time.
What problems is the product solving and how is that benefiting you?
AI-powered automation is the best feature because it assists me in finding information during the call. I handle numerous numbers over the phone, and with AI, it displays the numbers as the customer dictates them, so there's no need to slow down the call for repetitions. With the AI-generated summary, my after-call wrap-up is brief, allowing me to return to assisting customers more quickly.
My love-hate relationship with Copilot (AI)
What do you like best about the product?
The most helpful tool I have had from talkdesk is the Copilot call summarizer. For the first 2 years of my career as a phone agent, my handle time never went below 12 minutes.
After I started using Copilot, my handle time is regularly BELOW 12 minutes and this past month I have gotten it down to 7 minutes- my best handle time ever!
I love the UI of Talkdesk. The buttons have good colour contrast and the sleek design is so much better than the previous phone management system my company used. When I have to make a transfer, whether Blind or Consulting, it goes seemlessly and quickly.
I use Talkdesk everyday and have come to rely on it as a vital tool in my workday. I love how when things go wrong, Talkdesk is quick to work on the issue and get it resolved.
After I started using Copilot, my handle time is regularly BELOW 12 minutes and this past month I have gotten it down to 7 minutes- my best handle time ever!
I love the UI of Talkdesk. The buttons have good colour contrast and the sleek design is so much better than the previous phone management system my company used. When I have to make a transfer, whether Blind or Consulting, it goes seemlessly and quickly.
I use Talkdesk everyday and have come to rely on it as a vital tool in my workday. I love how when things go wrong, Talkdesk is quick to work on the issue and get it resolved.
What do you dislike about the product?
Talkdesk can be buggy. Dropped calls happen weekly. The most annoying thing is my favourite part of Talkdesk is Copilot, however, for an AI it certainly doesn't learn well. Sometimes the quality of the summaries is very thorough and sometimes almost too vague and concise.
I don't understand how one week it can get infomration consistently well, and then the next week makes the most basic errors.
Another thing about Copilot is that is doesn't pick up on "foreign accents" as well as it should in this diverse world we live in. If I am speaking with an East Indian man, it will almost always gender them as a woman.
I don't understand how one week it can get infomration consistently well, and then the next week makes the most basic errors.
Another thing about Copilot is that is doesn't pick up on "foreign accents" as well as it should in this diverse world we live in. If I am speaking with an East Indian man, it will almost always gender them as a woman.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving my call summaries. By recording the call script and giving a summary, this frees up my working memory to help our customers to the best of my abilities.
Talkdesk review
What do you like best about the product?
Talkdesk allows me to place a customer on hold and unhold them without having any latency when speaking to them. It also shows me the statuses of my collegues
What do you dislike about the product?
I love everything about talkdesk as it makes my life easy
What problems is the product solving and how is that benefiting you?
I'm able to interact with customers. I'm also able to hear them loud and clear. Talkdesk plays a huge role in making sure I see the correct status that I'm on
I started as a Senior Customer Support Associate and now work as a Customer Experience Specialist.
What do you like best about the product?
Starting in my role as handling customer calls I obviously used Talkdesk more frequently, but now working as a Customer Experience Specialist, I have gained a deeper focus on creating positive customer experiences. I highly value the ease of use and seamless integration offered by Talkdesk in my current role. Its features significantly enhance the customer experience both during and after calls, and I'm pleased to report that there are minimal imminent disruptions or delays that could negatively affect the customer experience.
What do you dislike about the product?
Overall, I find the Talkdesk platform highly enjoyable due to its ease of navigation, seamless integration with other call groups, and useful features like callback options. In the event of a technical outage, I have confidence in our support team to resolve the issue quickly.
What problems is the product solving and how is that benefiting you?
We occassionally experience various outages, and we have a dedicated team that addresses this feedback to resolve the issues promptly.
A great phone system but a few of the features a bit half-baked.
What do you like best about the product?
Managing the IVR flow is very easy and doesn't require any coding skills. Talkdesk staff are very accessible and have been only to regular (bi-weekly) meetings since we implemented. They also innovate frequently are release new features (and upgrades to existing features) on a quartelry basis.
What do you dislike about the product?
The phone system is not as stable as our previous vendor. Outtages are uncommon but happen more frequenty that we'd like. Many of the features they release are somewhat barebones and it can take a while for many common sense features to be fully fleshed out. The support staff is also not the best about closing the loop.
What problems is the product solving and how is that benefiting you?
They provide many self service tools to optimize our IVR and help deflect customer calls. The reporting tools are also very robust and relatively easy to use.
21st Century Phone System
What do you like best about the product?
- ease of reporting
- custom dashboards
- TD Agent Assist
- custom dashboards
- TD Agent Assist
What do you dislike about the product?
- TD Agent Assist accuary and ability to summarize long calls
What problems is the product solving and how is that benefiting you?
Talkdesk is the primary software solution in our Contact Centre for all phone based client interactions.
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