What do you like best?
The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.
What do you dislike?
Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.
Still, I'd recommend the product to everyone, which needs a quick and user-friendly software.
Recommendations to others considering the product:
User-friendly for both using as an agent and supervising. The reports are informative and fast-generating. The new setup is done in a minute, along with assigning or de-assigning lines, rights and access level of a particular agent
What problems are you solving with the product? What benefits have you realized?
Using it for technical support and the product works great for us. I, as a supervisor, am using the different reports on a daily basis. Really happy to have the quick, as it is crucial for the fast pace of the team's work. In addition, I need to permanently add and remove lines and rights to the agents, depending on the current workflow.