Item: Talkdesk
Rating: 10
Author: Nontobeko Mkhize

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature. in some cases, Talkdesk can kick you out and log you off during productivity hours, also sometimes the call does not ring, and it places you on a missed call automatically without having a chance to accept the call. Those are the minor glitches. Other than that, Talkdesk is easy to use.

Pros and Cons

Pros

Call recording.
Coaching
Stores contacts.
Effortless calls.
Performance feedback.

Cons

Talkdesk can kick you out during a call.
Talkdesk can take time to login sometimes.
Sometimes it freezes on you and you cant change your status.

Return on Investment

SLA Projections are easy to read.
Scores and productivity is also stored on talk desk increasing productivity.
Can easily tracts your occupancy for the day.

Usability

Implementation Rating

AI Impact

Talkdesk Agent Assist
Talkdesk Knowledge Management
Talkdesk Quality Management Assist

Agent Assist and quality management have helped me provide quality customer service and ensure a smooth experience for sellers. Knowledge management ensures I give customers accurate information, and for anything I am not sure of, this tool assists with more information. All these tools ensure that I strive in my role.

Alternatives Considered

Dailo

Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, abandonment, number of calls taken and record occupancy for you and the team. Many more features make Talkdesk an innovative software compared to its competitors.

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

Other Software Used

Zendesk Suite, Slack, Calabrio ONE

Likelihood to Recommend

Talkdesk allows our quality assessors to assess our calls, and it also allows us to receive feedback and store that information- this benefits me by being able to reflect on my scores and be able to see my development areas and review them so I can excel in my line of work. There is a knowledge base and short courses at the talk desk, which benefits me by enhancing my skills and helping me excel in my position. Looking for an old call recording can be challenging a search bar should be introduced to make it easy to search for call recording.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented 8 months ago
Thank you for taking the time to share your thoughts about Talkdesk! We are happy to hear the platform helps you in your role with coaching and making effortless calls. We have noted your feedback that it is hard to search for old calls. We are constantly working to improve our platform and will make sure this note is shared with the team.

Talkdesk Review.