Our industry is insurance. We are a middle to large enterprise with around seven hundred employees and about one thousand mailboxes. We have four contact centers, each with around twelve or fifteen agents.
Talkdesk
TalkdeskExternal reviews
2,476 reviews
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A game changer for customer and staff experience
What do you like best about the product?
TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve!
What do you dislike about the product?
Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it.
What problems is the product solving and how is that benefiting you?
High call volumes with limited staffing resources allow us to work smarter with the people and tools and invest our money in other meaningful ways. This software allows us to get information to customers easily without sacrificing quality.
Best Contact Center on the market
What do you like best about the product?
Talkdesk is a perfect match of customizable interface paired with an intuiative user experience. Routing emails from outlook, calls via Zoom, and the option for text, live chat or even AI integrated responses make Talkdesk an invaluable tool. It has streamlined out customer engagement and make managing all inbound and outboudn communication seamless and smooth. Easy setup, fantastic support, and the best customer service. We use Talkdesk every day and could not be happier!
What do you dislike about the product?
It can be difficult to recognize all available features and how they can be integrated to enhance the user or customer experience.
What problems is the product solving and how is that benefiting you?
Talkdesk removes barriers in antiquated communication systems. It provides organized, professional routing of communications via email or phone, and helps maintain consistent messaging using tools such as templates, AI responses, etc.
Contact Center Transformation
What do you like best about the product?
One of the things I like best about Talkdesk, is having all the communication platforms in a single pane of glass. Whether it be phone calls, text messages or webchats, it is easy to switch between and efficiently assist customers.
What do you dislike about the product?
The knowledge support base is a bit cumbersome to navigate when looking for a direct answer. I prefer self-service, so it would prefer to find direct answers from their knowledgebase, but a lot of times I need to reach out to support. Thankfully, their support is quick and efficient.
What problems is the product solving and how is that benefiting you?
Agents can easily see who talked to a customer last and which agents are busy. This makes it a lot easier to resolve customer problems and contact the people needed.
I use TalkDesk every single day
What do you like best about the product?
Hands down, the voicemail feature. IT JUST WORKS!!! The voice mail feature saves me time and records numbers so I don't have to go digging. I can click it right there, from the voicemail page and get right back to my customer quickly.
What do you dislike about the product?
I discovered that I cannot see incoming calls, time, etc
What problems is the product solving and how is that benefiting you?
keeping up with # of calls logged, time, and length of call; also records into SalesForce so I know where I am with the customer
Improving customer relationships with enhanced reporting and effective call scheduling
What is our primary use case?
What is most valuable?
We need to adopt this platform. The main feature for us is reporting and the capability to maintain a strict relationship with our customers. Additionally, it provides the capability to schedule a call for all busy hours.
What needs improvement?
We are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
For how long have I used the solution?
We have been using the solution for around twelve, could be fifteen or sixteen months.
What was my experience with deployment of the solution?
We found a site with the documentation but we get a 403 error, so it could be that the documentation is not available.
What do I think about the stability of the solution?
There were two big issues, but in a general statement, it is a stable tool.
What do I think about the scalability of the solution?
TalkDesk is scalable.
How are customer service and support?
I am happy with the support line, but in some cases, the response is slow.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We used Microsoft before switching to TalkDesk.
How was the initial setup?
It is a difficult setup, honestly. It took us around twelve months to start up.
What about the implementation team?
In our company, there were two people involved. For other third parties, like our carrier or the TalkDesk pool, there could be ten people.
What was our ROI?
I believe it is a great return because our last solution did not have this strict relationship. After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
What's my experience with pricing, setup cost, and licensing?
We do not have a point of comparison, but in general, I consider it a fair price.
Which other solutions did I evaluate?
We are evaluating the Mimecast solution.
What other advice do I have?
We prefer to remain anonymous. Our overall product rating for TalkDesk is nine.
An admin-friendly jack-of-all-trades CCaaS
What do you like best about the product?
Talkdesk is supremely customizable, both with native features and with APIs. Most everything is built from the customer perspective with low or no code. There are many OOTB integrations available with major partners like Salesforce/Slack, and it's incredibly easy to set up an OAuth client or new custom integration with pretty much any other platform.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
Our agents and supervisors love having access to live dashboards. They can customize what information is relevant to them and it helps them be more independent with their schedules.
Support and our CSM/TAM understand our feature requests, tie them to use cases with their other customers, and advocate for those features internally. We've seen several of our ideas released during our partnership.
What do you dislike about the product?
The level of possible customization can also make it difficult for Talkdesk Support to triage any unwanted behaviors. They have to dig through everything we've built that is specific to our environment and we often take more time explaining how things work than we do finding a fix.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
Talkdesk is a jack-of-all-trades, master of none. Many AI-related features seem like they were groundbreaking when first launched, but they may be starting to fall behind specialized vendors in terms of feature quality or stability.
What problems is the product solving and how is that benefiting you?
Talkdesk has started to market themselves as an AI company moreso than a CCaaS. Some of the AI features we've seen and some we've heard are coming down the pipeline will help everyone in our contact center be more efficient - from agents, to supervisors, to QA to admins, etc.
Connecting world.
What do you like best about the product?
Talk desk is best for its friendly interface.
What do you dislike about the product?
Sometimes, I won't work on high latency.
What problems is the product solving and how is that benefiting you?
A talkdesk is the primary way of communication if the person is living on the other end of the world.
Best call center software though
What do you like best about the product?
I like the new AI features! How the AI call summaries can be customized to our own standard
What do you dislike about the product?
Reporting is still not improved, so hard to really identify the abandon rates because there's so many variances to what they call short abandon calls or true abandon calls
What problems is the product solving and how is that benefiting you?
Giving callers the flexibility to tell us what they need support with. Ease of using a call center with a big team.
Effectient and userfriendly
What do you like best about the product?
The Talkdesk is very easy to use and and very quick in response
What do you dislike about the product?
Talkdesk is likely to experience technical issues
What problems is the product solving and how is that benefiting you?
Talkdesk is likely to experience some technical issues , making it a bit difficult to complete our talks as a business but it is not consistence
An easy to use & train on multifaceted tool
What do you like best about the product?
Our agents use TalkDesk throughout their entire shift. It's user friendly, making it easy for agents to learn and utiilze. It has many different options for application, for both the agent and administration sides. Agents are able to look up and listen to their past calls if needed, Administrastion can do call evaluation with customizoable evaluations to fit the company's needs. The Co-Pilot feature is extremely helpful to agents, and the Interaction Analytics open the door to Administration for tracking the moods of calls, and custom reporting options allow us to run our reports smoothly. Talkdesk Support itself is also very helpful and communicative.
What do you dislike about the product?
Reporting for some of the newer features is limited, but they've said they're looking into expanding on that. If the internet is slow or the services are down then TalkDesk Live will be the first thing to show inaccuracies. A simple reboot can often remedy this., but can be inconvenient.
What problems is the product solving and how is that benefiting you?
Expanding on reporting for Interaction Analytics and Mood Insights. We're hoping to be able to track Mood Sights and the transitions more efficiently.
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