We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.
Talkdesk
TalkdeskExternal reviews
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Easy to Navigate
What do you like best about the product?
It is Visually easy to look at all day.You are able to customize to fit your work style and preferences. The incoming call window with information helps prepare you enabling you provide better customer support.
What do you dislike about the product?
We are not able to use the spellcheck feature in our chats.
What problems is the product solving and how is that benefiting you?
Once place to receive calls and chats enabling you to manage workflow and volumes.
Great for Any Call Centre
What do you like best about the product?
Talkdesk is extremely easy to navigate as a customer support rep. It is able to track your conversations and create an AI summary within seconds, which can be very helpful on a time crunch. Talkdesk also allows you to re-listen to your calls easily. Talkdesk is constantly working on upgrading their features and smoothing out any glitches that may occur.
What do you dislike about the product?
Talkdesk can sometimes have glitches and technical issues that can disrupt calls, however in my experience the issues are esclated and resolved very quickly.
What problems is the product solving and how is that benefiting you?
Talkdesk helps me create cases with ease by creating a transcript of my call, alongside the timestamp from when the caller/agent were speaking
Great & Reliable Program
What do you like best about the product?
User friendly, and very easy to train new agents coming in.
What do you dislike about the product?
Sometimes there are update issues and you cannot see the status of other agents available.
What problems is the product solving and how is that benefiting you?
Program we were using prior to Talkdesk, we could not see the availability of other agents in different departments within our Customer Service Center. Talkdesk as allowed us to be able to communicate more easily within deparments.
Simple and Easy to integrate with Zendesk
What do you like best about the product?
I like Talkdesk's intuitive interface, robust analytics, and seamless integration with Zendesk
What do you dislike about the product?
Limited customization options within the application.
What problems is the product solving and how is that benefiting you?
Phone support for our customers
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
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 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.
Efficient tool for modernizing communication systems with good technical support services
What is our primary use case?
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.
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