Talkdesk

Excelente software para el servicio de atención al cliente y contact center

Comentarios: He experimentado una mejora significativa en la calidad de nuestras interacciones con los clientes. El enrutamiento de llamadas inteligente, combinado con las funcionalidades de grabación y creación de informes, nos ha permitido brindar un servicio más efectivo y eficiente. Además, la comunicación multicanal nos ha permitido adaptarnos a las preferencias de nuestros clientes y proporcionar un soporte omnicanal. En general, Talkdesk ha mejorado nuestra capacidad para ofrecer una experiencia excepcional a nuestros clientes.

Puntos a favor:

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.

Contras:

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.

Muy buena.

Puntos a favor:

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

Contras:

Se podria incorporar multiples paneles para monitoreo multiple.

Escritorio al habla

Puntos a favor:

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

Contras:

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

Herramienta muy práctica

Comentarios: Muy bien

Puntos a favor:

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.

Contras:

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.

Talk

Puntos a favor:

Facil de usar las funciones y atajos de charlas

Contras:

Medio pesado el archivo para la carga de daros e info

TalkDesk is above the rest! - Cortney K

Comentarios: TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Puntos a favor:

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

Contras:

Sometimes the audio is best when connected via ethernet cable.

Powerful phone system, though focus shifting away from startups

Comentarios: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Puntos a favor:

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.

Contras:

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.

Talkdesk review from AE

Comentarios: I have reached out to support on several occasions. I tried to explain the problems I was having but they could not figure it out.

Puntos a favor:

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

Contras:

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

Talkdesk: The perfect tool for your support team!

Comentarios: It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.

Puntos a favor:

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.

Contras:

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.

My Talkdesk experience

Comentarios: All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Puntos a favor:

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

Contras:

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

Talkdesk everything you want with a clean UI/UX - CCaaS

Comentarios: OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.

Puntos a favor:

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.

Contras:

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

Why we chose Talkdesk

Comentarios: Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Puntos a favor:

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.

Contras:

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

Easy to Use

Puntos a favor:

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.

Contras:

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.)

Talkdesk app for Salesforce

Puntos a favor:

it was easy to implement and customize with the product

Contras:

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.

The Ideal Call Center Management For Business

Puntos a favor:

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.

Contras:

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

Talkdesk is an excellent app that provides exceptional customer service

Comentarios: Talkdesk is a comprehensive and user-friendly contact center software that provides businesses with the tools they need to deliver exceptional customer service. Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.

Puntos a favor:

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.

Contras:

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.

A fantastic all-in-one phone solution : Talkdesk.

Comentarios: With all of our other systems, this service works seamlessly. For all aspects of our operations, we utilize various phone lines using this service. TalkDesk is a fantastic product all around. It is a perfect fit for our Contact Center because of its user-level user-friendliness and simplicity.

Puntos a favor:

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.

Contras:

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.

Definitely a must for contact centers!

Comentarios: Overall, perfect for contact centers set up where calls are coming in and out to keep the business going with such ease.

Puntos a favor:

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

Contras:

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.

Full Experience

Comentarios: The talk 360 software gives me faster and secured connection when communicating

Puntos a favor:

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

Contras:

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

So glad we made the move to Talkdesk!!!

Comentarios: I love it and I love the people who run it. Honestly our lives have been SOOOOO much better since coming over from ZenDesk. I am not putting down ZenDesk either, their help desk platform is hard to beat. But for the calling feature which is all we use, Talkdesk does it much better and saved us thousands a year!

Puntos a favor:

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!

Contras:

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.

Easy to set up and feature full contact center

Comentarios: Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Puntos a favor:

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.

Contras:

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.

Lacks basic features you would expect in a phone software

Comentarios: Overall, this has been a poor platform when it is used for general telephony purposes, i.e., just making and receiving phone calls as you would use a desk phone.

Puntos a favor:

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.

Contras:

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.

A fresh take on an old necessity

Comentarios: There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Puntos a favor:

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.

Contras:

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.

TalkDesk is one of my favorite tools when it comes to calling, routing, and recording calls.

Comentarios: I am pleased with my experience with TalkDesk. The app is easy to use when doing simple things and the support team has been very responsive in helping me troubleshoot any issues that I have had.

Puntos a favor:

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.

Contras:

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.

Easy to navigate

Comentarios: Like mentioned before, working in customer service there is a lot of times where I had to speak with the customer call someone else at the moment. Putting the customer on hold and at the same moment calling at a different place was really helpful. Great service! Really satisfied.

Puntos a favor:

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.

Contras:

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