Talkdesk
TalkdeskExternal reviews
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Great call center solution for distributed companies
What do you like best about the product?
The ability for my agents to be able to field calls from any of our offices or even from home. We're a distributed company with offices in multiple locations and Sales agents who work remotely. Talkdesk gives us the flexibility to route calls anywhere my agents are and I don't have to put in the traditional expensive enterprise phone systems.
What do you dislike about the product?
Still lack a few features that a traditional enterprise PBX/IVR system has but it keeps getting better by the day and they're quickly closing those gaps.
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
Example:
- No skills based routing within a group.
- Ability to make outbound calls when using external phone (only works when making calls via browser)
What problems is the product solving and how is that benefiting you?
Needed a cost effective solution for Customer Support Call center and Inbound Sales lines that could handle agents at 4 offices in two countries along with remote workers. We've been able to realize a number of benefits:
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
- During major snow storms our agents were able field calls from home when unable to safely get to the office.
- During a power outage at one office the other offices were able to absorb the workload so customers did not notice.
- Sales agents can field calls and get voicemails via email when on the road.
Recommendations to others considering the product:
Would definitely recommend it.
Great for integration
What do you like best about the product?
Desk integration and call recording links
What do you dislike about the product?
Reporting and Dashboards need help. Changed made in dashboard are terrible
What problems is the product solving and how is that benefiting you?
CSR time saving with desk integration.
Recommendations to others considering the product:
Know their reporting limitations as well as dashboard limitations
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