Talkdesk

Vorteile

Das Design ist sehr ansprechend und nicht zu überfüllt gestaltet

Nachteile

Die Zuordnung zwischen Telefon-Nummer und Kunde funktioniert nicht zuverlässig.

Vorteile

To function properly , Talkdesk needs access to a stable internet connection; when agents do, the app has shown to be dependable. It's easy to use and fits perfectly with Salesforce's current workflow thanks to the buttons. There have been a few hiccups with the integration, but they were all rather easy to fix. I give the registrar a perfect score of 10 since it is the most user-friendly and representative example of its sort that I have seen. The contact center's necessary tab for updates is nothing special, though. It's not well defined, the agents don't seem to care about the voicemail part, and it may be the best option.

Nachteile

When an adviser receives an error response in a video conversation, the reason the number was ineffective may not be immediately apparent. Even while the number of tales has expanded, the capacity to produce stories by telephone is sluggish, clunky, and complicated. In order to view voicemails and missed calls, the identification needs an accessible tab. Although I understand that the minimalistic nature of a GPS display was intentional, having this information shown would be quite helpful.

Vorteile

This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.

Nachteile

The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual.

However, most of the data you want can be found in these reports.

Vorteile

Talkdesk is innovative and efficient for taking calls within my company. One of my favorite features is the AI automation. At the end of each call there is a summary of what was discussed. This can be easily copy and paste onto the customers profile. This has decreased the number of product disputes and complaints.

Nachteile

Every so often there is an update and sometimes after an update the microphone or ringing feature may be muted, but this is an easy fix.

Vorteile

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

Nachteile

One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!