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

The most I liked about Talkdesk is the fact that it is an easy and very user friendly tool.

Nachteile

As I was the end user of this tool, I have nothing to point out

Vorteile

Nice app, nice design, easy to use, good quality of sound.

Nachteile

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Vorteile

I love that it's easy to use and the UI it great to navigate.

Nachteile

There's many service interruptions, when calling is a big part of sales you don't want that.

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

App deployment was very easy and support was very fast and helpful when needed help. All my colleague learned fast to use the system due its intuitive build.

Nachteile

No mentionable cons for Talkdesk, everything i use it for works great.

Vorteile

It is very easy to use and didn't require much training at all

Nachteile

Theres times where it just spins and i have to restart it

Vorteile

I like TALKDESK because of it’s intuitive interface and use-friendly design. Which makes it more easy to navigate and good for new users. For me, it’s the capacity to sync with Marketing automation, in which our purchaser data is kept which saves me a considerable amount of time because I no longer have had to open different platforms separately.

Nachteile

The fact that the TalkDesk messaging interface still has a few flaws which hinder productivity concerns me. Moreover, having an automatic refresh method would be helpful rather than constantly having to manually reload the login page after accessing Callbar and logging in by clicking the Talkdesk logo above each screen tab.

Vorteile

Talkdesk serves as a user-friendly call center application that encompasses all the essential features for effective customer service management. Its automatic call distributor facilitates swift connections between users and agents. Furthermore, seamless integration with Zendesk enables the efficient handling of digital support tickets, with a straightforward implementation process.

Nachteile

There was no least feature, everything has been helpful so far since u started using it.

Vorteile

Streamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen. Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements.

Nachteile

When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another.

Vorteile

Very intuitive dialler. This is the first VOIP dialler that I used working for a business. I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls. Cannot remember having any connection issues. It was simple to learn and easy to use.

Nachteile

I found the dialler to be a bit restrictive. We weren't able to integrate it with other systems as much as we would have liked to.

Vorteile

It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

Nachteile

The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.

Vorteile

It's very easy to use, since it's simple, but quite complete.It's very flexible and the report features are very complete, allowing us to have a wide and clear vision of our performance.

Nachteile

Since it doesn't have the "search" option, we need to go over all chats to find the client we need. It's not very intuitive.

Vorteile

A great software program allowing me to focus the entire reporting aspect of the platform. Quality management and workforce. Real time reporting analytics and live support. A great software product and quality usage for all business purposes.

Nachteile

Nothing everything is well organized and quality software product. Had no concerns about usage of product and easy to use.

Vorteile

From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.

Nachteile

Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,

Vorteile

We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.

Nachteile

In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.

Vorteile

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Nachteile

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

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!

Vorteile

I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Nachteile

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

Vorteile

We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk.

Nachteile

There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name.

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Zuvor genutzte Software

Vorteile

One big perk of talkdesk is you can seamlessly do international calls. I also like how the calls are recorded, so you can go back and listen if need be, which is great for training or if you need a refresher on a previous conversation. It is also very easy to forward calls or do a phone conference as well.

Nachteile

When it's working properly it is great, but sometimes it will go offline just on it's own and I don't know why? So I've had a few times where clients try to call me but talkdesk on its own went offline without notifiying me and I missed the calls.

Vorteile

As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.

Nachteile

What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.

Vorteile

There was a time when most tools like this were aggravating in so many ways from set up to lack of meaningful reporting. Talkdesk is the opposite. They focus on the core value their product provides (an easy to implement, scalable contact center solution) and and make it better constantly. This isn't a company that makes pointless cosmetic changes to their interface to make their UI/UX people feel valued. Instead, the keep improving what a call center manager needs: swift integration, customization options that don't take a programmer to set up, and solid reporting options. Keep up the great work, Talkdesk!

Nachteile

Although they offer a bevy of integrations with other tools there is not a lot of guidance when things get complicated. However, their knowledge base is quite extensive and the articles, unlike many "help" centers, are not 3,000 years old. Their customer support team is also top-notch and can handle most questions.

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

The ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive.

Nachteile

There is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine.

Vorteile

Una gran ventaja de Talkdesk es su enrutamiento de llamadas inteligente, que asegura que cada llamada sea dirigida al agente más adecuado. Esto nos permite ofrecer un servicio personalizado y eficiente a nuestros clientes.

Nachteile

A veces, la integración con otros sistemas puede ser un poco complicada y requiere una configuración técnica adicional. Esto puede llevar algo de tiempo y esfuerzo extra.

Vorteile

Talkdesk permet la téléphonie, enregistre les appels

Nachteile

Les appels enregistrés sont difficiles à être retrouvés

Vorteile

With Talkdesk, we have been able to monitor calls and the software makes handling customer service better
From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.

Nachteile

With Talkdesk, we have nothing to complain about as it has always delivered.

Vorteile

Gosto muito da funcionalidade e da facilidade em usar esse aplicativo.

Nachteile

Até agora não tenho nenhuma crítica negativa com relação ao aplicativo.

Vorteile

Talkdesk est un logiciel qui me permet de communiquer avec mes clients et mes partenaires. Il permet de gérer le service client, d'automatiser, de suivre et d'enregistrer également des appels téléphoniques.

Nachteile

Talkdesk ne présente pas d'inconvénients pour mon usage depuis un bon moment.

Vorteile

Me encanto su soporte, facilidad de implementacion y herramientas incorporadas.

Nachteile

Se podria incorporar multiples paneles para monitoreo multiple.

Vorteile

Possiede automazione dei processi, analisi chiamate, routing e tutto quanto il necessario se fate l'upgrade a pagamento, ma anche la versione base è usufruibile e gradevole.Ha un assistenza clienti molto buona e talvolta dedicata personalmente al tuo singolo problema.E' personalizzabile a seconda della realtà ed esigenza aziendale.Facile da usare, interfaccia non di difficile comprensione ed uso.Possibilità di integrarlo con altri software.

Nachteile

Il piano base che ho usato io è abbastanza limitato e bisogna fare un upgrade per godere a pieno del suo potenziale.La personalizzazione non è per tutti, specie quella più complessa e meno basilare.Risulta un po' costoso a mio avviso per le piccole realtà d'impresa.Saltuariamente ha problemi di connettività (prontamente risolti in poco tempo)

Vorteile

Talkdesk est un logiciel très spécial et efficace permettant de communiquer avec les clients et les autres entreprises. C'est très efficace.

Nachteile

Je n'ai pas de problème avec ce logiciel depuis que je l'utilise.

Vorteile

Talkdesk is easy to set up and use, even for those with limited technical knowledge. The user interface is intuitive and easy to navigate, and agents can easily switch between channels. Talkdesk supports voice, email, chat, and social media channels, allowing businesses to provide support on multiple platforms.Talkdesk is highly customizable, allowing businesses to tailor the software to their specific needs. This includes customizing call flows, IVR menus, and agent scripts.Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.Talkdesk offers in-depth reporting and analytics, giving businesses insights into agent performance, call volume, and customer satisfaction.

Nachteile

I like Talkdesk for enhancing customer service, and I do not have any specific dislike about it. However I can mention a couple of areas that the software can be enhanced in. Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.Some features, such as the chat widget, are not as customizable as other customer service tools, limiting businesses' ability to tailor the software to their needs.

Vorteile

Interfaccia semplice che fa intuire subito cosa bisogna fare nel software

Nachteile

Il costo è abbastanza elevato per le piccole imprese

Vorteile

I love how easy this app is to use. I use Talkdesk daily in a healthcare call center setting. The calls come through smoothly. They are easy to disposition and listen to. I really enjoy using this service.

Nachteile

It is sometimes glitchy. Agents at my current job have had calls come through while they were on a call. It also lags when it is ringing, this could be due to high call volumes.

Vorteile

The overall caliber of each call is the most major element. Both you and the customer can hear each other clearly. I adore how effectively it integrates with Zendesk and how well their voicemail system functions as well. Additionally, the opportunity to quickly call my customers with only a press of a button.

Nachteile

None that I can think of as so far the tool have been excellent in all ways and form. But I have a suggestion, It would be a good idea, to add a feature that allows you to put the customer on hold while calling another number from the same account.

Vorteile

The most impactful feature for me is the clear call and call recording. You will be able to track your calls and missing recordings in no time.

Nachteile

Not fair call distribution. Only one agent that is on the priority list is getting the calls

Vorteile

The easy and even navigation of calls. Clear audio. Effortless transferring of calls to different channels.

Nachteile

I think its the separation of a third party CRM from it. It would be perfect to have to access calls without having to open two tabs.

Vorteile

Talkdesk is easy to use and navigate especially at taking calls and easy for administrators.

Nachteile

Talkdesk, at times, does not equally distribute calls to agents.

Vorteile

Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.

Nachteile

For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.

Vorteile

The easy communication of the talk desk software has made my business activities running quickly the contact of staffs

Nachteile

The talk desk software's use is like the previous phone contact software we use on our phones way back but it marketing should be improved to enable many uses which attracts fun, since it's a new software

Vorteile

I like it allows me to make calls. It is very easy to sync with salesforce and gong.

Nachteile

The setup is very hard. Most calls that come in are missed. Voicemail only works when my phone status is set to away. If I am on another call the call coming in will just ring

Vorteile

I love the focus on ease of use without missing out on any features or power. It's all cloud-based so it's easy to deploy and ensure that your contact center is prepared for the future.

Nachteile

They do often get ahead of themselves when it comes to marketing features that aren't ready yet. They do great on vision but sometimes they roll out that vision before the product is ready. This means you might be getting sold something that isn't fully baked.

Vorteile

What I like most about this software is that IT WORKS!!! We have used two other systems in the past and both were iffy at best, often went down, and when they did it was always someone else to blame. Talkdesk has outstanding uptime, in fact I cannot think of a single outage in a year of using them. The cost is much less than we were paying, and their support is extraordinary!

Nachteile

The licensing can be a bit tricky to figure out as they have some seasonal ones you can add but sometimes that's confusing and doesn't happen quickly if you need to add them. But that is also planning on our part and giving them time.

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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

Lo use para comunicarme con mi profesora de ingles nativa y habia claridad en la llamada y facilidad para grabar las clases.

Nachteile

En todo el tiempo usado no note nada que dijera esto no me gusta

Vorteile

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline.

If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce.

They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Nachteile

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk.
The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

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.