I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.
Talkdesk
TalkdeskExternal reviews
2,499 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good tool
What do you like best about the product?
Its very customizable, it has tons of widgets you can use for real time analysis and monitoring, as well as it gives many reports options for different metrics, which can be very personalised.
What do you dislike about the product?
the live reporting option can be a bit slow at times, in a sense that it's being updated with a delay. what i dislike at this point is that the software does not give the user the option to manually request a call from the queue
What problems is the product solving and how is that benefiting you?
Very easy to use and user friendly, great to track the numbers of calls and monitor agents as well
Tons of data, infinitely customizable
What do you like best about the product?
Talkdesk makes it really easy to see the metrics that matter to me, such as live availability, missed calls, agent performance, and historical performance. There are times when our department may need to make changes to our operating schedule, and it's easy to make changes to the numbers you have stored. Talkdesk integrates easily with other CX support platforms so that it doesn't interrupt our agents' daily workflow
What do you dislike about the product?
The only thing I'd like to see Talkdesk add would be a prioritization level for agents/skills. Sometimes we would want a new hire to only get calls in a certain frequency, and it would be nice to have different departments skilled for overflow if a main call queue gets high.
What problems is the product solving and how is that benefiting you?
We have to provide easy phone support for our customers, and Talkdesk helps make it easy for our agents to support calls. With so many dashboards and pre-built reports, it gives our leadership team the ability to ensure quality in every interaction by easily locating calls and gaining insight on agent performance. We can coach to metrics that need improvement and check where our blindspots are.
Great app for everday use
What do you like best about the product?
The web api and the abiliy to use the app on the web
What do you dislike about the product?
bad scaling with the desktop app sometimes
What problems is the product solving and how is that benefiting you?
Ease of use
Talkdesk - an Ultimate Telephony Software
What do you like best about the product?
Easier to use, ease of navigation and no downtime.
What do you dislike about the product?
I have nothing to dislike about. It is working as designed.
What problems is the product solving and how is that benefiting you?
Talkdesk is our telephony system. We use Talkdesk to receive incoming calls and chats from our customers. Talkdesk is our main tool to be able to communicate with our customer and assist them in resolving their technology issues.
Powerful platform, strained support team
What do you like best about the product?
Depth of capabilities, e.g. call logic, routing, out of the box integrations, powerful reporting
What do you dislike about the product?
Support offering can be confusing, solid technical expertise really required if you want to continue to grow
What problems is the product solving and how is that benefiting you?
Manages all inbound and outbound calls as our primary platform. We can keep track of all activities
Talkdesk review
What do you like best about the product?
I like that features like call recording, voicemail-to-email, and automated assigning calls that can improve efficiency and professionalism. The ability to easily add or remove lines and adapt to the company's changing needs. I would like to highlight ensuring clear and uninterrupted communication is crucial.
What do you dislike about the product?
Sometimes it can happen connectivity problems, dropped calls, and system outages that can disrupt business operations.
What problems is the product solving and how is that benefiting you?
Nowadays some products do not provide scalability in terms of exploring scalable solutions that can easily add or remove users and features. Talkdesk provides adaptability to changing business needs and growth. The product provides robust, cloud-based infrastructure with high availability that allows increase reliability and minimise disruptions. The product delivers tools like call recording, reports and analytics, and AI-driven insights that improve customer service, compliance, and data-driven decision-making.
Talkdesk integration and exceptional Support
What do you like best about the product?
You get exceptional out-of-the-box and extra support from the CSM and the account team. As with all products, Talkdesk does have issues, but the support we get makes sure that we recover quickly and get back to normal running.
What do you dislike about the product?
The live alerts could do with being more accurate.
What problems is the product solving and how is that benefiting you?
Global reach and a single VOIP strategy
Would recommend, Great product and team!
What do you like best about the product?
The Talkdesk team have a great collaboration and are always available to help us where and when needed, including discussons on future improvements and efficiencies. The talkdesk portal online is very easy to use, its easy to create customised dashboards with widgets and to be able to track your stats, calls and create reports.
What do you dislike about the product?
I am looking forward to seeing more future features which will help us to improve our service.
What problems is the product solving and how is that benefiting you?
They are able to help us with complicated IVR flows and making this journey for customers easier.
Allows us to leverage metrics and analyze long calls using additional add-ons
What is our primary use case?
What is most valuable?
With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information.
We needed to ensure compliance with specific regulations, which agents could mention at any point during a call. These calls often lasted around thirty minutes, making it extremely time-consuming to verify compliance manually. Observe.AI, with its artificial intelligence capabilities, could analyze the calls and confirm if the necessary information was mentioned, saving us a tremendous amount of time and effort.
I have used TalkDesk for standard metrics and reports, such as tracking call activity and performance.
What needs improvement?
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped.
We never experienced issues like the application not loading, failing to make calls, or crashing.
For how long have I used the solution?
I have been using TalkDesk for two years.
What do I think about the scalability of the solution?
We were about 25-30 people. We never had any issues related to TalkDesk.
How are customer service and support?
Compared to other technical services, its support is excellent. The response, how they address the issue, and their politeness stand out. They are very professional compared to other companies you call. With TalkDesk, they always know what to do because their program rarely has issues.
How would you rate customer service and support?
Positive
How was the initial setup?
I have used TalkDesk with different companies, and its ease of use depends on the company's setup. In one instance, we needed a key to send to someone, who then sent an email back, allowing us to configure the account to make calls.
As a supervisor, I received one email with all the necessary configurations and a second email with a link granting supervisor permissions.
What other advice do I have?
It's not complicated to understand. Even those with a basic understanding quickly grasped it. It's very user-friendly.
If they want an application for making calls and analyzing the information gathered from those calls or metrics, TalkDesk would be a great tool. If you have already implemented AI analysis, then the potential is limitless. The AI capabilities for analyzing and referencing calls are amazing.
Overall, I rate the solution a ten out of ten.
Efficient tool for modernizing communication systems with good technical support services
What is our primary use case?
We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.
How has it helped my organization?
The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has improved, and the customer journey lifecycle has seen positive impacts.
What is most valuable?
The product's most valuable features are the campaigns and call routing. The ability to define call attributes and route calls accordingly, along with the integration with Salesforce, ensures that customers can talk to the same agent familiar with their account, greatly enhancing customer service.
What needs improvement?
One area of improvement is the customization options for cloud storage.
For how long have I used the solution?
I have been using TalkDesk for almost two years.
What do I think about the stability of the solution?
The product is stable. However, we faced issues with a carrier partnered with TalkDesk, which affected our trunk line. This was resolved in a few hours and was not due to the platform directly.
What do I think about the scalability of the solution?
The product is scalable.
How are customer service and support?
The technical support services are excellent.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was straightforward.
Which other solutions did I evaluate?
We evaluated other options, including vendors like Twilio and Cisco, before selecting TalkDesk.
What other advice do I have?
TalkDesk is a robust and efficient tool for modernizing communication systems. It has a slight learning curve for administrators but offers significant benefits regarding flexibility and integration capabilities.
I rate it an eight.
showing 281 - 290