Talkdesk

Avantages

Talkdesk permet la téléphonie, enregistre les appels

Inconvénients

Les appels enregistrés sont difficiles à être retrouvés

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

Talkdesk is reliable and simple to use, does exactly what I needed it to.

Inconvénients

Like many phone tools, I found Talkdesk's ring to be an awful and jarring sound, would love if each user could choose their own ringtone. Additionally, having to have a window for our CRM system and a seperate window for Talkdesk can be a little frustrating - I do with the integration was a little more smooth.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

I like the configuration of the hardware once settled with the best suited one.

Inconvénients

I dislike the lack of recommendation for figuring out which hardware is suited best for specific applications.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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,

Avantages

You can track calls in live and after. It is user-friendly. Easy to use.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.

Inconvénients

The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.

Avantages

Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.

Inconvénients

Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.

Avantages

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Inconvénients

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

The most important feature is the overall quality of each call. The client can hear you and you can hear the client properly. I love how it works with Zendesk really nicely and their Voicemail system works well too.

Inconvénients

The recordings. When listening to recordings, the caller and agent voices go between 2 speakers on the headphones and its a bit irritating

Avantages

The customer support is exceptional have had several personal customization aspects I wanted to be added to the software and not only was customer support efficient, reliable, and effective they were always on top of my issue.

Inconvénients

minor issues such as some lines end up crashing and you can't really call out from them. Which if you paid for the line is quite annoying but they're prompt to solve the problem.