Talkdesk
TalkdeskReviews from AWS customer
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All good so far
What do you like best about the product?
The team have been great understanding our needs, lot's off opportunity for improvement
What do you dislike about the product?
It's hard moving to the next level up, quite expensive and needs customisation. The team have been great at showing us what it can do
What problems is the product solving and how is that benefiting you?
Inbound calls, but in the future call diagnostics
Regular.
What do you like best about the product?
allows viewing information in real-time, and it is very easy to handle.
What do you dislike about the product?
It requires a very high internet connection. You have to pay so that an international number does not appear to the doctors when they are called.
What problems is the product solving and how is that benefiting you?
Optimize call management times, making the workday of advisors more productive.
Talkdesk is excellent for phone service, but needs to keep innovating.
What do you like best about the product?
It works for taking inbound and outbound calls.
What do you dislike about the product?
I have been a long-time Talkdesk customer and find they keep innovating every year. Sometimes customer service takes a while, and has many departments to reach to resolve problems.
What problems is the product solving and how is that benefiting you?
They help us answer phone calls and make outbound calls.
Great out of the box call center phone management applicatoin
What do you like best about the product?
Easy to use and configure. Also, working with and creating IVR call flows is relativly easy.
What do you dislike about the product?
Using dashboards takes up a license, so make sure you account for that if you want dashboards or wallboards for your call center areas. Reporting could be better. I would love to see the ability to create custom widgets for dashboards rather than the canned ones provided.
What problems is the product solving and how is that benefiting you?
Helps route calls to the appropriate teams and allows easier taking of calls within the Help Desk.
experience
What do you like best about the product?
It is a very easy to use, very precise tool.
What do you dislike about the product?
more communication with customer service
What problems is the product solving and how is that benefiting you?
Contactability with more clients
Good tool, opportunities to be reviewed
What do you like best about the product?
I like how practic it is, most of the time we have great audio, it's easy to finish and categorize a call, great reporting tool and dashboards.
What do you dislike about the product?
Sometimes we struggle with statuses, specifically ANA, TS is good but sometimes it doesn't fix the issues, I just want to understand if this is due internet connection matters or how can we solve that issue from root cause.
What problems is the product solving and how is that benefiting you?
It's solving our needs to have a good tool for our customers and agents to use, we synch with SF and it works great,
Functionality of Talkdesk
What do you like best about the product?
As in my team's role it is used daily, as a TL I can integrate with our CRM, it is possible to easily track the calls made by each agent and even review their airtime, being able to later listen to the call recordings for audit purposes.
What do you dislike about the product?
That at this moment I cannot connect to the live call.
What problems is the product solving and how is that benefiting you?
It helps us optimize the marking times of the consultants, we can easily generate the classification of the calls made and they are recorded in our CRM which is integrated (Hubspot).
I have incurred challenges with our transition to TalkDesk but they are willing to listen
What do you like best about the product?
TalkDesk offers a state of the art incoming and outgoing phone channel experience. Calls route correctly and can be dispostioned with little effort. Reporting for queue calls is accurate and detailed.
What do you dislike about the product?
TalkDesk support interactions have been the most challenging part of the experience so far. We have had some open tickets that have not been solved in several months but TalkDesk has let us know that they are still working towards a solution. Email reporting and routing have been challenging as well.
What problems is the product solving and how is that benefiting you?
Cloud based solution has been a positive change from our previous platform.
Good platofrm
What do you like best about the product?
I appreciate the comprehensive Help Center, it's super helpful whenever in doubt!
What do you dislike about the product?
Data is sometimes confusing. i.e. Often the system shows missed calls when we know for a fact that there wasn't any.
What problems is the product solving and how is that benefiting you?
Global phone network for a global team.
Good phone system with a few areas that need a little improvement
What do you like best about the product?
I've always liked how easy it was to use from both the admin side and the user side. The user side is intuitive and simple. The admin side is more complex but it needs to be to be able to do all that you need to. I do have the new talkdesk system and I prefer the old one it's more intuitive. The call trees are simple to make and give you a lot of flexibility without having to code. I prefer it to other systems that I've used that just had checkboxes instead of a flow structure. Customer service is usually very responsive. It's very easy to move employees from working in the office to at home. It allowed us that flexibility during COVID-19 and even now if someone wants to work from home because they're sick we can do that without IT having to change anything in talkdesk.
What do you dislike about the product?
The biggest one on my mind right now is the lack of group texts. I feel that should be a standard feature as many times our corporate users need to text the customer and the tech at the same time so that everyone is on the same page and it's not a feature. Also if we want to text both home owners we can't and it's pretty frustrating. Part of our sales process is the proposal where we need to have the proposal team, sales rep, and customer in the same conversation so we have had to pick up a different texting service for them and it's a pain to have to manage two systems now. Also, escalations with support are painful, I have a ticket that has now been open for 4-5 months and I finally got to the subject matter expert on their support team. We got it resolved but it shouldn't take that long ever. I feel it this way with any organization that sells you something they're very attentive during the sales process and during your cancellation time frame but that seems to drop off almost completely once you're tied into the contract.
What problems is the product solving and how is that benefiting you?
Its solved our need for an updated phone system. We went from an on-prem hosted solution and it is night and day different. Also, it is solving our need to have call recordings stored for when we confirm with customers their contract so it has helped us skirt a lot of legal issues since we have the recordings. We now have the ability to text which has been great to have. Also the quality managment with screen recording has been huge, its helped our supervisors and managers train their employees more effectively and is helping have a more efficient workforce.
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