Talkdesk
TalkdeskExternal reviews
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Simplicity with a touch.
What do you like best about the product?
The way the system is so innovatively designed simplifies daily usage.
What do you dislike about the product?
None that I can think of at the moment that has a bad impact on me.
What problems is the product solving and how is that benefiting you?
The quality assurance aspect is simplified as we can access calls and evaluations much quicker than the historical methods which have like a 48 hour delay.
My Experience with talkdesk has been good so far
What do you like best about the product?
Talkdesk has easy navigation, Every tab is easily assceible from wherever you are on it. Explore app connect feature making it easy to navigate. Equally it variety of reports make it easy to always be updated on stats
What do you dislike about the product?
Talkdesk has a lot of latenecy. Load times when going from tab to tab or opening reports is long. Most reports load for long. Averaging more than 2 seconds when switching from tab to tab.
What problems is the product solving and how is that benefiting you?
Acess to Real time reports, As a team leader I need to get my agent's stats on a regular. The reports on talkdesk allows me to get the data real time instead of having to wait for WFM or Quality to send the updates.
Talkdesk has been very helpful in the organization, helping us to listen to calls and coach back
What do you like best about the product?
I Like that i am able to listen to calls immediately after an agent finishes the call
What do you dislike about the product?
I do not like the intermittent latency issues I experience at times
What problems is the product solving and how is that benefiting you?
I am able to extract call reports and share productivity with my team
Works as described with no issues on calls
What do you like best about the product?
Being able to send Voicemail automatically instead of having to record one manually
What do you dislike about the product?
Calls sometimes can get disconnected with very minimal internet issues
What problems is the product solving and how is that benefiting you?
Being able to track calls
Monitor agent behavior.
Keep track of coaching
Monitor agent behavior.
Keep track of coaching
Talkdesk is a very efficient tool and it has a wide variety of options.
What do you like best about the product?
Talkdesk is very efficient, it does not only record the calls made but it keeps that record and with a few steps you can access those calls. I like Talkdesk because it is forever evolving.
What do you dislike about the product?
Talkdesk notification are silent, it would be helpful if the notification had sound as it would work better as an alert.
What problems is the product solving and how is that benefiting you?
Talkdesk is easy to use and easy to learn it solves the most important issues, time. Talkdesk saves time by its efficiency
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
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.
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.
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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