Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, voicemails, and live chat. The tool allowed us to use skills-based routing for betting training and onboarding of new agents and provided a solution for an automated telephone banking system.

Pros and Cons

collaboration
support
training

reporting
filters
Work for management.

Return on Investment

Reduced handle times.
Increased CSAT.
Ability to implement NPS.

Usability

Overall, we are happy with the services provided and the great partnership and resources. The tool is ever-evolving, and I feel confident they will continue to refine and update features that I currently find challenging to utilize to their full potential.

Implementation Rating

Talkdesk delivered on implementation target dates and held our hands through the go-live dates.

AI Impact

Talkdesk Workforce Management
Talkdesk Agent Assist
Talkdesk Knowledge Management
Talkdesk Guardian
Talkdesk Interaction Analytics

The agent assist and knowledge management are a heavy lift to implement but also a total game changes when you have it up and running.

Alternatives Considered

Cisco Finesse

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Talkdesk has a lot to offer, and we continue to learn about its offerings and how to leverage them to benefit our business. Some aspects of the current workforce management piece are challenging, such as adherence. Some of the reporting available is missing key filtering capabilities.

Experienced TD User.

Overall Satisfaction with Talkdesk