Talkdesk – Bewertungsseite 2

Vorteile

You can track calls in live and after. It is user-friendly. Easy to use.

Nachteile

It would be better if it had more easier ways to solve some issues, but overall ticket resolving is good and fast. Sometimes it has issues that we could not make cakls but it is resolved soon after reporting.

Vorteile

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Nachteile

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Vorteile

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.

Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Nachteile

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.

The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

Vorteile

The studio flow builder is my favorite part about the tool. It's very easy and dynamic – empowering an admin to create and edit their IVR without Support.

Nachteile

I haven't been very pleased with Talkdesk as a VoIP solution. The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call, but that's do be expected when working remotely. Also their tech support is not the best, it requires a lot of back and forth and I find that I have to do all of the troubleshooting / figure it out on my own. Lastly, in order to listen to call recordings, you must have a Talkdesk account, as the recordings live in their system.

In Betracht gezogene Alternativen

Aircall und Five9

Vorteile

The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.

Nachteile

The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.

Vorteile

This is a very easy platform to use and easy to look up your voicemails. I thought the desktop app was good at notifying me when I was receiving an inbound phone call.

Nachteile

I used a paid version but evidently didn't pay enough. I would expect a phone software platform to email me a .wave file of the voicemail itself rather than always having to log into the software to check messages. It was also immensely frustrating that voicemails (inside the app) were not time stamped. They would simply say that they had been received "2 hours ago" or, worse yet "1 day ago." That is not helpful when I need to know exactly when that person called me. The call logs were also very confusing to distinguish between an inbound call, an inbound missed call, an outbound call, or an outbound unanswered call, just really messy UX.

Vorteile

Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.

Nachteile

Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.

Vorteile

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff.

Nachteile

1. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Vorteile

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Nachteile

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Vorteile

The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.

Nachteile

Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.

In Betracht gezogene Alternativen

Aircall

Warum Talkdesk gewählt wurde

UI, UX, call quality, ease of use, reports, scalability, call routing, cost

Gründe für den Wechsel zu Talkdesk

At the time talkdesk was way more robust and it has totally fixed our need so we don't need to worry about how others software's have progressed since then because talkdesk is continually improving.

Vorteile

First, I like it because it is a user-friendly platform that is easy to navigate. Second, the customer service is excellent and the team is always willing to help with any problem or questions that I have. Finally, I like it because it offers a free trial period.

Nachteile

The interface sometimes confuses me and can be complicated to use. Also, it does not offer as many services as I would like it to offer. Additionally, the fees are high considering I don't use the service often.

Vorteile

I love how it provides a detailed breakdown of an agent performance at a given time.

Nachteile

I really think you guys should include a time stamp so it's easier to log, track and review interactions.

Vorteile

I would say the best thing is that it is really easy using the Callbar, reviewing calls, conference calls, transferring calls, etc. While working in Customer Service I used Talkdesk 8 hours a day and for that kind of job is very important to have a fast and easy way to reach out to the customers.

Being able to find previous calls in two clicks is the best thing ever. Yes, you have to put the number but that's about it. When you put the number it takes you to a site where you can check all the calls you made with that phone number, even years ago. I could've listened to a call that my colleagues made which help me perform better in my call.

Nachteile

So far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.

Vorteile

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Nachteile

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

Vorteile

The most important feature is the overall quality of each call. The client can hear you and you can hear the client properly. I love how it works with Zendesk really nicely and their Voicemail system works well too.

Nachteile

The recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating

Vorteile

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Nachteile

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Vorteile

The customer support is exceptional have had several personal customization aspects I wanted to be added to the software and not only was customer support efficient, reliable, and effective they were always on top of my issue.

Nachteile

minor issues such as some lines end up crashing and you can't really call out from them. Which if you paid for the line is quite annoying but they're prompt to solve the problem.

Vorteile

I really appreciate how user friendly Talkdesk is. I feel very comfortable navigating my way through the system anytime I'm making my calls or looking for previous calls. It provides clear information while also making it easily accessible for you to find that information. Talkdesk is very easy to use in any work environment and something you can learn to pick up very quickly!

Nachteile

Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk. Sometimes more than once a day. I have found that this usually tends to happen when I am making calls rather than receiving them.

Vorteile

I think for a phone system, it has all of the functionality that my company needs. You can call out to clients, internal team members, conference people in and record conversations. It even has an integration with Salesforce.

Nachteile

When it doesn't work for no reason. Sometimes, I'll get off of a call and on the next call for no reason, the person on the other end can't here me. To fix this sometimes i need to restart my computer. When you are conducting important meetings and calls all day, this can be frustrating.

Vorteile

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce.

I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

Nachteile

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature.

The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

Vorteile

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Nachteile

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Vorteile

We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.

Nachteile

TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.

Vorteile

The best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback.

Nachteile

So far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down.

Vorteile

I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!!

Nachteile

To be honest, until now I've never had issues using it. It's always reliable and the connection is great!!

Vorteile

– Ability to add numbers from various countries
– Visual IVR builder
– Decent audio quality
– Lots of features

Nachteile

– It's not that easy to integrate Talkdesk into existing ecosystem (e.g. to make IVR pass digits to an in-house solution and then make a transition based on that system's response)

Vorteile

It's very robust and have all the features I could possibly need. I like that you can have many, customizable greetings and different settings for different phone numbers.

Nachteile

It is a little overwhelming to get set-up since it is so robust. Luckily Talkdesk has a great knowledge base that helps walk me through anything I am having trouble with though.

Vorteile

Talkdesk has proven to be an extremely reliable software for our company. We've been using it for about 5 years now and have had very few issues. The customer service is exceptional. Any time that we have had an issue, customer service is quick to respond and rectify. I love that the program is so resilient also. Our call volumes fluctuate intensely and Talkdesk can handle whatever is thrown at it. We have gone from getting 300 calls per day to 300 calls per hour and we rarely notice so much as a hiccup. The program is easily customized and very user friendly.

Nachteile

The only thing I would like to see is more customization on the reporting. I would love to be able to have more options to build my own reports, however, our account rep is very accommodating with having reports built for us based on our needs.

Vorteile

I have been using talkdesk for more than 3 years. It is part of my daily job now and without talk desk my job as a digital marketing rep is unimaginable. Talkdesk gives you the opportunity to reach out to your customers and partners in a very easy way, the quality of the voice is great and you never have any kind of issues with the voice. Talkdesk is very easy to use and timesaving I don't think that there is any better product than talkdesk. Keep up the great work guys.

Nachteile

So far everything is great using this software and it has been more than 3 years now. It gets updated and improved all the time. My suggestion for this software is if there is any possibility to change the tones when you dial.

Vorteile

Once you are trained on the product by our team or if you go through the Talkdesk Academy, you will truly see the ease of use with the low code to no code product Talkdesk desk has to offer. No longer will an IT team have to run the contact center for you anymore! You will be able to do it all, with plenty of knowledge base articles to help you out along the way!

Nachteile

There really isn't anything to dislike about the product. There are some feature differences from other products, but Talkdesk is ever growing! They are adding more and more every month!

Vorteile

The standard of call center management is really great with Talkdesk, I enjoy using it to communicate with ours customer.

Nachteile

Does not offer a lot of services as we would like. I think improvment can be made.

Vorteile

Talkdesk is a basic and simple phone software that is great for beginners, and includes a lot of basic reporting and analytics for someone who may be less experienced at pulling this information or tracking KPIs.

Nachteile

The callbar often glitches, and there is some missing basic functionality (you can't place a customer on hold and then make a transfer, there is a limit to the amount of external contacts you can have available in the callbar, etc.)

Vorteile

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Nachteile

Sometimes the audio is best when connected via ethernet cable.

Vorteile

Live reporting screen is easily customisable so you can keep track of what is important to you. You can also pull lots of different reports for all your needs.

Nachteile

I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.

Vorteile

This software is really easy to use, there is two different part, the website where you can find all the reporting, infos about who is using, status of agent and of course the part to call. Had one issue and got a Talkdesk customer support who helped me in less than 15 minutes.

Nachteile

Some numbers may not be available at some times and it's not fixed really fast, the connectivity at some point is not the best also.

Vorteile

As suggested in the title, talkdesk offers an extremely conveninent click-to-call function that works and integrates with your most important sales tools like Salesforce, HubSpot, Outreach.

Nachteile

There really isn't any single talk desk application. Before it was a "chrome app" which has reached its EoL and chrome apps are a thing of the past. They should create a talkdesk application you can download to your computer if you want to.

Vorteile

What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Nachteile

Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

Vorteile

easy to use, quick dialer, not long hesitations

Nachteile

would generate the same leads over and over agian

Vorteile

I really like how seamless the transfer and group call functions work. I also like how it integrates with Salesforce when making outbound phone calls. All I need to do is click the number in Salesforce and it automatically starts making the call.

Nachteile

The audio input/output seems to never keep the settings I have saved and I constantly find myself having to go in and switch them. Sometimes it changes it to make the audio set to my laptop microphone which causes a great deal of background noise. This is problematic because I need to disconnect with the customer, reset the settings, and call the customer back. Additionally, the option to associate a call with a case in Salesforce rarely ever works. This should make it easy to link the call with a pre-existing case/ticket. Great when it works, but that is hardly ever the case.

Vorteile

One of my favorite features about this software is that it allows for a call bar option, alongside the desktop page. The Call Bar makes making and receiving calls over IP a breeze with its simple interface, quick action dropdowns and also allows for caller ID. You're also able to track your workforce/teams on the full desktop page, letting you know who's on which status, how long their calls have been, their answering rates, etc.

Nachteile

One thing I will note is that sometimes, two calls can come in at the same time when both the desktop platform and the Call Bar are open on different monitors. I'm not sure if this is a glitch on our end, but something worthing noting.

Vorteile

I really like the interface when it come to CSAT (sentiments) it runs reports for you and you can view and monitor what an agent is doing

Nachteile

It sometimes freezes and it's annoying I really hate that you will need to go in different features to see all the metrics like why? Its so much omg!

Vorteile

Realmente la usamos durante el periodo de prueba ya que estábamos en busqueda de un software de llamadas para implementar en nuestro Call Center. La herramienta es sencilla de manejar y tenía las funcionalidades básicas. Es bastante amigable a la vista y no se hace complicado tanto para admins como para los agentes el manejo de la herramienta.

Nachteile

En su mometo no pudimos enlazar otras integraciones de canales escritos, por ejemplo, integrar WhatsApp. Esto era muy importante para nsotros condensarlo todo en un solo lugar.

Vorteile

Being able to have a cloud based system and being able to use Talkdesk wherever we want. Also, the ease of being able to pull reports, create phone lines, and setup voicemails/intros.

Nachteile

The on-boarding process was a complete nightmare. The gentleman that helped us setup the software fed us nothing but lies when we started. He told us the features we were looking for could happen but when we started and I asked support it wasn't a possibility. Those features were the only reason we decided to move forward with Talkdesk in the first place. Also, we started the porting process in July and still working on getting numbers ported over and it's now October. It's been an overall nightmare working with Talkdesk and all of the issues we have experienced. I would never recommend this to anyone. We weren't even aware it wasn't compatible with google voice either. This we had to learn after the fact and lost clients because of this oversight.

Vorteile

I love using Talkdesk mostly because is fast and I never had an issue with it. We are constantly doing outbound calls and receive inbound calls. It's perfect for online ordering companies. The calls will never drop and it supports our offices on a daily basis. Talkdesk statuses help us stay organized and know what people are working on throughout the day. Transferring calls is made easy with the warm transfer option and it's very cool and fast. Also, records contact names and voice recordings. But one of the best things is that can be integrated with Salesforce.

Nachteile

From my personal experience, until now I've never faced an issue using the Talkdesk and that's why I don't have any least favorite features about this software. I honestly love it!!!!!!!!

Vorteile

It doesnt require any download or installs. Cloud based easy to use. We love the app connect experience to easily add new apps functions and features with just two clicks... seriously no IT support required.

Nachteile

Requires chrome browser or the download call bar. Doesnt work in IE if you are stuck using that.

Vorteile

Great customer service, loved the reporting and ease of use.

Nachteile

Far too expensive for a small business with no options for small business.

Vorteile

It makes digital calling very easy and connects with my other customer service related systems for easy integration.

Nachteile

sometimes there are odd errors when trying to make a call, and sometimes calls won't come in even though my reps are available. This is rare though, and their customer support tends to be on the case quickly.

Vorteile

I have been using Talkdesk for 5 years now and have no complaints. It has been an easy system to learn and use.

Nachteile

I would like to be able to do a voicemail with my own voice.

Vorteile

This product provides great access for our Support team to service our clients by integrating with Salesforce to log calls, push notes to cases, and monitor productivity. They have good reporting in the app and great pre-built dashboards and datasets within Salesforce that are helpful off the shelf and pretty easy to customize for our needs.

Nachteile

The inbound functionality is robust but the outbound functionality lacks some of the bells and whistles we needed for our Sales team.

Vorteile

It integrates easily with Salesforce and you can build functionality on top of talkdesk to automate processes.

They have great support!

Nachteile

The call quality can be a little iffy sometimes with some markets, but it has usually been resolved with a ticket to support.

Vorteile

The most appealing aspect about Talkdesk is its many features and add-ons. There are functionalities available to sync (at some point) to other apps and programs, that we've considered using in the future.

Nachteile

To date, there arent any specific features that I dislike about my daily usage of Talkdesk.