TalkDesk

PROS & CONS

What are the best aspects of this product?

Talkdesk's reliable integration with third-party platforms like Salesforce, our CRM tool, ensures that all calls received from the former will be recorded in the latter as well.

What aspects are problematic or could work better?

It links well with all platforms except for Cases. We've raised this concern before customer care and they are currently working on a solution.

What specific problems in your company were solved by this product?

Talkdesk helped us upgrade our management of calls, tracking and reporting. Much of this can be owed to its reliable recording feature which ensures we can review each and every call each agent has made.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Talkdesk, as a cloud computing solution, cuts costs as it links well with Salesforce. This great integration allows me to save contacts in which case I could better prepare for a call when I see a certain name on the screen.

What aspects are problematic or could work better?

A direct extension would be a great addition to the features. Also, I can't seem to find an option in the menu where I can get back shortly to a customer once I put a call on hold. Such a mechanism would be useful whenever I need to inform the caller that the waiting time may be longer than initially expected.

What specific problems in your company were solved by this product?

Populating new cases and being able to share them has never been this easy. Talkdesk has indeed reduced significantly my work time.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

Talkdesk shows the number of customers is using, enabling agents to add these numbers to guest lists with the permission of customers. Recording and downloading the file to review a call involves only a few clicks. In addition, there is a large room for customizing your receipt of calls, the kinds of calls you prefer receiving, volume, and the elements in the call that need monitoring.

What aspects are problematic or could work better?

Just one minor thing: the dial tone. Right now the dial tone is just one long beep so we would like to have the ringing sound to set the mood as though it were an actual call center. But of course, this isn't really a problem, rather more of a request. The real problem however is when we don't hear any kind of audio even if we are being called.

What specific problems in your company were solved by this product?

By cutting the queue for callers and streamlining the transfer of calls, Talkdesk has done a pretty good job of upping the quality of our service.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Talkdesk is very versatile that we can manage calls whether being made at the office or remotely. It allowed work-from-home arrangements without compromising the quality of our operations. Another reason we enjoy Talkdesk is its very reliable integration with various software like Salesforce, and other CRM tools. This way, we don't have to monitor each platform every so often as we are ensured that the notifications we receive in linked platforms, we will receive in Talkdesk.

What aspects are problematic or could work better?

Although the IVR call routing technologies may be useful to experienced professionals, it may not be as beneficial to newbies. So a plan tailored to the latter group would be nice for inclusiveness.

What specific problems in your company were solved by this product?

Before using Talkdesk, our system was of a very outdated one that it even faltered in the basic recording of calls from time to time, and not all in management have access to records. Thanks to Talkdesk, we have a reliable system not just on recording but also in routing and reporting as well. Its cloud computing solution has also enabled greater access to calls data that extends to agents. Efficiency in the workflow has improved by about a fourth.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Everything about Talkdesk is user-friendliness -- from setting it up, putting the team on board, and actually operating it. Its biggest strength when it comes to functionality is its extensive reporting. With this, our bosses are guided on what strategy to make out of reviewing calls in real-time and looking at customers' information.

What aspects are problematic or could work better?

Nothing to dislike really but we hope Talkdesk can further upgrade its reporting feature as the insights that are generated from it have been very helpful to the growth of many businesses.

What specific problems in your company were solved by this product?

Talkdesk's intuitive integration is crucial to our operations as this makes the two-way collaboration to work more efficiently: our sales team working on other platforms can simply pull up from Talkdesk all the necessary customer information he or she needs.

Are you a current user of this product?

Yes