Talkdesk – Bewertungsseite 3

Vorteile

The ease of use is great - there is no time needed to train new staff, you can log in and start working/calling straight away. The integration with CMR was easy too. You see all the information needed on the screen. The reporting is great and helps with assessing the staff performance. Transferring calls to other agents or external numbers is a child's play.

Nachteile

Depending on the internet connection the quality of the calls is net perfect sometimes but I guess the internet provide is to blame.

Vorteile

As a system administrator, I like the fact that the software is easy to deploy and that there are occaisonal updates. The updates show that talkdesk is constantly being worked on and updated even if we don't see issue they are working to make it better constantly. They also made the update process super easy and almost all users don't recognize when an update has been done, which shows they have made it simple. Sound quality is pretty good!

Nachteile

There are times the customer says that the call sounds choppy on their side even though I can hear them clearly. It is usually solved by hanging up and calling again when it does happen, so it's an easy fix.

In Betracht gezogene Alternativen

Vorteile

This service integrates well with all of our other systems. We use different phone lines with this service for all ends of our business.

Nachteile

Setup could have been a little easier, but support was awesome.

In Betracht gezogene Alternativen

Warum Talkdesk gewählt wurde

Vorteile

Talkdask is really fast and easy to use. It is very easy to install it and adapt to it. All the calls are recorded and you can pull out any reports you might need for inbound or outbound calls. This helps to keep a track on the progress of our everyday basis at work. We are using it at work to communicate with our customers and they can have our numbers and leave voicemails.

Nachteile

There is nothing to dislike regarding this amazing tool. I don't have any complaints. The only thing I would like to mention is more a suggestion than a complaint or dislike. It was going to be perfect if Talkdesk will be able to automatically recognize the country code of the phone number.

Vorteile

I like the reporting features. Easy to pull and exportable to Excel. Very easy to train new employees to use.

Nachteile

Several outages occurred which cost us productivity and created large amounts be of re-work on

Vorteile

it was easy to implement and customize with the product

Nachteile

The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

Vorteile

Talkdesk is super-easy to setup and use, from buying new phone numbers, to creating IVRs, configuring call routing, and answering the phone. Our clients love the queue callback feature. I like being able to make adjustments to the IVR quickly when we have a service outage with our product.

Nachteile

Their reporting suite has gotten better over the year, but we still need to export the data and manipulate in Excel to get the things we want done completed.

Vorteile

Talkdesk has tons of features for monitoring, recording, and tracking call volume. Their price is decent and they offer lots of features.

Nachteile

Working from home, internet quality is variable, but even in the office we would have issues with dropped or lagging calls.

Vorteile

I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

Nachteile

I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.

Vorteile

It is simple to use, so far I did not experiment on any issues during my calls, I can listen to all our clients clearly.

Nachteile

I don't know if it is possible to avoid the page of the disposition, call notes and contact name, for my side it is not really useful.

Vorteile

I love the ease of use with this software. It easily integrates into our ticketing system so we can keep real time notes and keep recordings of our conversations neatly in one place. It's easy to keep out of the way on my computer while I'm working, as well as update the rest of my team on my current status.

Nachteile

At times, the connection is not the best. This is typically around the same time that an update is available. Once the update is completed, any issues are typically resolved.

Vorteile

Click to dial function makes it easy to call out. Talkdesk allows you to call out by any phone number. East to use.

Nachteile

Connections drop. Calls can be static. Talkdesk does go down here and there. Sometimes it freezes so you would need to reboot it.

Vorteile

It is hard to find any positives about this platform. I mean, if I had to find a positive, it would be that it will make phone calls from time to time.

Nachteile

The big picture here is that this platform drops calls consistently. I don't trust it and have started using Google Voice (which isn't a good platform either). That should explain how bad Zoom really is.

When you receive a voicemail, you have to wait for up to 10 minutes before you can even listen to it You receive a notification via email immediately, which doesn't help because you can't even listen to the flipping message! I end up calling the customer back and having them re-explain the same thing they said in the voicemail because I couldn't listen to it. Also, their softphone is a joke.

Keep shopping, my friends.

Vorteile

I do like that it is very easy to be able to read stats, check call history, keep an eye on the queue, and overall set up each members account.

Nachteile

We do tend to have a lot of connectivity issues with customers not being able to hear us, or the calls will come through but not allow us to answer. This is usually due to the older computers we use, and the updates Talkdesk releases fairly often.

Vorteile

Talkdesk is super simple and easy to use and it allows for calls to be recorded, so there's no forgetting anything that happened and there is no misheard numbers and emails, since everything can be played back. The feature that allows trainers to be listening to calls while the calls are being made is also a great bonus when it comes to a rep's performance and feedback.

Nachteile

Sometimes when an inbound call comes through, and the rep is on another call, it doesn't notify you immediately that there is a call missed/waiting.

Vorteile

you can call almost everywhere and the voice quality sound not change, it is easy to use and easy to connect with other soft wares.

Nachteile

the desktop app sometimes take long to open, but not all the time, it is very rare to happen.

Vorteile

It all sounds amazing, when you get it. But when you try and use AutoDialer. That doesn't work for nothing.

Nachteile

Price is WAY over value. For a small business, this is NOT a good option! Call Quality is horrible! They tell you to fix it one way, and it gets way worse! It was my decision to get this, and was a really bad mistake!

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Talkdesk

Vorteile

The ease of use, it is very easy to understand how Talkdesk works, which makes it easier when new members join the team

Nachteile

I don't have dislikes. I would suggest that they add an option where you can put the customer on hold and call another number using the same account.

Vorteile

I love how straight forward and easy to use Talkdesk is. It allows me to have a work phone number and dialing system to communicate with my clients easily, as well as monitor calls coming in via the Caller ID feature.

Nachteile

I'm looking forward to innovation in having a clear historical log and reminder nudges to follow up with client calls

Vorteile

Talkdesk is very simple to use. I love we can see the time the call has been in queue, where its coming from, the longing is simple.

Nachteile

I feel it can use some improvement with integration with other software, to minimize delays.

Vorteile

Their product is easy to use, comprehensive and a game changer. And their employees make the company.

Nachteile

I wish they would add a ticket tracking system of their own with Talk, Email and Chat all in one rather than using integrations.

Vorteile

the extension is easy to use
Transfers are easy
Reporting screen to show who is online is a good quick glance
Calls don't often drop
The callback feature is awesome

Nachteile

Many of the saves don't work- for e.g. when I change the hours of operation under preferences it says saved but often doesn't

The Vacation hours didn't save over the holidays and resulted in missed calls

The extension often needs to be reverted to have the customer hear you

Reporting is difficulty - if I just want to reach all calls from 1 number it is not simple

Hold music options aren't great and are VERY loud

Vorteile

I've been using TalkDesk for a while now and the good thing I never had an instance of missing my work-related calls on my phone. A very clean user-friendly setup allows you to transfer calls to your hand-held devices or phones. And the best thing is call quality. I know TalkDesk uses Plivo call endpoints to route calls and I've also used Plivo in the past which has the best voice quality on VOIP calls. All in all, I'd def recommend TalkDesk to anyone who is looking out for a VOIP calling solution for your workplace.

Nachteile

There's none actually. It's a simple interface which doe not have any serious complications or setup work. I think the reporting functionality can be improved a bit as there is always room for improvement on any Product

Vorteile

Easy to use and setup integration and google chrome extension. Makes clicking to dial super quick and easy. Dial out time is very minimal so there is no time lost when dialing from talk desk. Call forwarding to my cell also works very well. Overall very happy and have ever run into an issue

Nachteile

The dial sound is different than most which sometimes annoys me.

Vorteile

I like the user interface, it's very easy to use, and highly functional.

Nachteile

Sometimes it doesn't sync up with SalesForce.

Vorteile

Talkdesk has a stable experience and the call signal is very stable. Even with cross-border and inter-continental calls, the other side and I could always communicate clearly. I love its simple user page, which saves my daily office time per task. When there are new updates, just a click on the notification to complete.

Nachteile

Currently, my office is located in Europe. When I try to communicate with other countries using European routes, it is always smooth, however when I use the Chinese line to dial a Chinese number, sometimes it's unable to connect. We have contacted the customer service but the problem still exists.

Vorteile

The tool helps you to save time and give you feedback that you can use to manage the teams. Inputs about everything that you might need

Nachteile

Sometimes there are problems with the connection

Vorteile

Ease of implementation. Scalability is sufficient for our needs. Simplicity of dashboard setup and navigation is a plus. Standard reports are useful. Administrative features are intuitive.

Nachteile

Customizing the standard dashboards is not an option. Non-standard reports are burdensome to obtain.

Vorteile

The integration with our portal it makes it super easy to use.

Nachteile

The only small inconveniences which may be able to be changed by our company. The inability to add a call on the other line without it being a transfer, the inability to access settings while in a call, inability to add notes to a call while doing a warm transfer. Sometimes we call properties on behalf of residents and need to be able to write down what the property is saying. The frustration of some headphones not working well on it.

Vorteile

Intuitive design makes navigation and setup extremely easy.
Real-time and historical data helps headcount forecasting.
Array of integration solutions with other support partners, such as Desk & Olark.

Nachteile

Initial Sales -

Despite the intuitive design, the implementation was made unnecessarily confusing by a lack of clarity around how to test the product. My initial sales rep was extremely vague about how to start using Talk Desk, so I contacted their Support channel, which gave me instructions for porting my existing public number. Once we waited 2 1/2 weeks for our number to be ported, we were only able to test for a day before they ended our trial and shut down our public number.

I would recommend Talk Desk work on the communication and visibility between their sales and support channels, so they don't run the risk of placing a public number offline, while a lead is exploring their product.

Vorteile

Easy to use in both widget or the web-based mode as well as the customizable dashboard.

Nachteile

This might be a limitation of our internet speed but sometimes the lag between accepting a call and hearing the tone to start talking is pretty long.

I also wish it were more clear if a colleague was warm transferring or blind transferring me.

Vorteile

TalkDesk is really easy to use, the audio is definitely clear and use to have less issues than with other telco providers.

Nachteile

The reporting could be implemented, the way to monitor the team becomes a bit complicated if you want to go deeper than just the talking time.

Vorteile

I find the features are easy to use especially for employees who are new to a call center and the system.

Nachteile

The integration with Salesforce and with StellaReview for QAs is not the best - we often run into issues pulling data analytics, getting up to date information and autodialer is not the best for a high pace work environment.

Vorteile

TalkDesk has been amazing for our call center. Easy to use, great integrations and helpful support.

Nachteile

Nothing at this time that we are not satisfied with.

Vorteile

We have been using TalkDesk for over 6 years now and have always been supported. Our company started with only a few agents, and now we have over 80 agents and this is all thanks to the fact that we were well supported.

Nachteile

During some of our sales or hype launches, we have experienced some minor issues, which to us can be major issues, but they were always solved right away.

Vorteile

The ease of use is unmatched by far. So easy to interact with our clients. I use Talkdesk every single day and basically handle almost my entire workflow through it. It supports call recordings which in our industry is absolutely vital for maximum issue handling.

Nachteile

There`s not much that i don`t like about Talkdesk. I get the occasional call drop but very rarely so maybe that.

Vorteile

All-in-one solution! TalkDesk took me from 4 independent systems into one. Not only did it provide an improved end-user experience but it improved efficiency significantly which has directly lead to FTE savings.

Nachteile

I would like to see more TalkDesk built apps so I don't need to rely heavily on the apps. I will say though, the app feature is VERY cool and there are a ton of cool add-ons.

Vorteile

Personally, some of the most useful feature's of the software is being able monitor live calls along with going through recordings of all calls made through Talkdesk. The search functions of being able to search contacts via name, phone number, and other information is also quite useful when tracking down call logs and contacts.

Nachteile

From my experience along with other colleagues, we have experienced some issues with the quality of calls with clients along with the delay between us speaking and when the person on the other line receives the message. Due to this delay, it causes parties to accidentally talk over each other and interrupt one another due to the delay.

Vorteile

Talk Desk is easy to use and serves a great purpose for our company's needs. It encompasses all the metrics we require and it is easy to decipher the results.

Nachteile

I haven't had much interaction with customer service. A couple training sessions a year provided by the company would be beneficial to explain any updates or new features.

Vorteile

I love that it's super easy to use, it literally took me a few minutes to learn how everything works. Plus the widget is amazing for quick calls.

Nachteile

The fact that the person on the other side of the line can sometimes not hear me well for the first few seconds of the call. I thought it was my headphones/microphone at first, but it's the same with a new pair. Not a dealbreaker though.

Vorteile

I like the device compatibility, and consistent connection once sustained

Nachteile

Some of the visibility and navigation throughout the landing page is something to get used too, and sometimes hard to train people on. BUT once you get the hang of it, it's like riding a bike.

Vorteile

Talkdesk has decent reporting and tracking when it comes to metrics. It has clear and informative graphs that make it easy to identify top performers.

Nachteile

We consistently have audio issues with talkdesk. Our headsets have to be set up in a perfect way in order to function properly and this creates frustration and confusion on our team.

Vorteile

The ease of use and the ability to write notes on every incoming call. The system links all communications with the resident so that we are able to see all interactions with a click of a button.

Nachteile

I would like the ability to go back into a talkdesk call and be able to write notes if I forgot something from my initial interaction without having to create a case if one was not needed.

Vorteile

It does the job and allows start ups to scale

Nachteile

It is the only piece of software that we use that has a 3 year contract that fails to flex through business changes. We use Zendesk, Slack, Zapier etc and Talkdesk is our worst provider for customer service, flexibility and customer service. The fact that they are using 3 year contracts implies that they have little faith in their long term role and product.

Vorteile

Very easy to use and contact internal employees via the agent address book. The integration with Salesforce made it extremely easy for our sales team to record and log calls whether incoming or external call activity -and have the analytics to report back on customer or prospect engagement.

Nachteile

From time to time my headset has stopped working mid-call and I must end the call and call back using the computer's internal microphone.

Vorteile

It's very easy to grasp and use, very fluid and simple. If you need a call center system, here's a good starter.

Nachteile

The call quality is passable on the best days. Also, it's measurement of metrics and call distribution always have something bugged or wrong with it. My team uses Talkdesk paired with the Callbar widget, and when the widget stopped working all customer support did was cycle me through three different service people with the same non-answers. Turn it on and off again and such.

Vorteile

It works well with our other systems and very few glitches if any at all

Nachteile

Sometimes the que doesn't always seem fair when our company was taking inbound calls, but that could be a user issue. Over all this is a very good software to use for what we do

Vorteile

Talkdesk provides a user-friendly interface for our sales, support, and customer success teams to take and receive calls from customers, all from remote locations. It has been reliable over the last 2 years we've been using it with no major issues.

I love the integration with Salesforce for logging calls and taking notes. Also, I like that all calls are recorded for training and customer support purposes.

Nachteile

Sometimes, but rarely, the connection is bad. In these cases, I can redial and that usually fixes it.

Vorteile

Talkdesk is extremely easy to use. I love how easy it is to look at recorded calls an hear both sides.

Nachteile

I sometimes find that the call quality can be scratchy or delayed. If I turn my cellphone to airplane mode it helps for some reason.

Vorteile

App can be used from anywhere and allows our servicedesk to be mobile and take calls from anywhere. Always listening to feedback for future features. Good call quality.

Nachteile

Features can take a while to roll out even when promised by a certain date. Reporting could be more robust.