Talkdesk vs Zendesk Talk

• The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
• Talk desk statuses help us stay organized and know what people are working on throughout the day
• Transferring calls is made easy with the warm transfer option

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• Call recording is a nice feature! It is great for training purposes and for quality assurance.
• The metrics you get from Explore are a great insight into how the team is handling the call volumes.
• Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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• We have experienced call drops from time to time.
• There are times when callers are unable to hear our support agents.
• Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.

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• Call transfer should be much easier
• A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
• Text to speech would be awesome

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• So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
• During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
• Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.

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• A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
• Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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