Talkdesk

Score8.1 out of 10

687 Reviews and Ratings

Talkdesk Use Cases

Talkdesk

Talkdesk Use Cases

What is Talkdesk?

Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

Categories & Use Cases

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Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.

Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.

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Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.2
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.4

Verified User

Director in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use Talkdesk both as our primary call center software to engage with our members during business hours, but also internally as an enterprise wide solution for our help desks across multiple departments.

We currently utilize both the voice and digital components of Talkdesk to engage with our members. This allows us to have productive conversations both with a live person but also through the utilization of Talkdesk's Autopilot solution.

We migrated to the Talkdesk solution roughly three years ago due to needing to upgrade our telephonic services to our members. We were on old antiquated technology and sought out a solution that planned to grow with. Talkdesk fit that bill and continues to develop innovative ways for us to leverage efficiencies both internally and externally.

Pros

Talkdesk continues to innovate at a rapid speed.
Talkdesk has a desire to engage with their customers and ensure the relationship is a partnership and not a vendor/customer relationship.
Talkdesk listens to their clients and has a desire to develop solutions that improve both their business but also the customer's.

Cons

Talkdesk could improve some of the integrated solutions, like WFM and Identity.
Talkdesk could improve the stability of some of their client relationship positions. They have experienced a lot of movement over the past few years.
The WFM system has a large opportunity for growth. Both in functionality (i.e. going beyond WFM to be a true HCM and staffing model system), automation (utilizing its own data to update metrics like shrinkage), and reporting.

Return on Investment

We have not fully leveraged Talkdesk to our desired state. However, the solution allowed us to move away from an expensive on prem solution to the CCaaS solution.
Over the next few months we plan to optimize our autopilot system as well as our Client360 solution to improve our caller and agent experience and realize efficiencies of the Talkdesk system.

Usability

Alternatives Considered

Cisco Finesse

Other Software Used

Microsoft Teams, Cisco Finesse

Verified User

Manager in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We use the Talkdesk to evaluate calls and communicate feedback to employees regarding their performance. We also use it to track agent productivity and their status. Talkdesk helps us address productivity issues as we have a live view of everything and can address it simultaneously. We can also track performance feedback through the evaluation forms.

Pros

Live tracking of agent productivity.
Reporting of agent evaluations.
Text analyzing calls agents have taken.

Cons

They are reporting fulling through faster.
There are no other issues with the Talkdesk.

Return on Investment

Increased Quality assurance scores.
Improved customer experience and trust in pilot reviews.
Improved training material.
Improved call handling time.
Increase quality evaluations

Usability

Alternatives Considered

Zendesk Suite

Other Software Used

Microsoft 365, Slack, Zendesk Explore

Verified User

Analyst in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

Talkdesk is our telephony system for our inbound contact center that handles technical support for our organization. We were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which Talkdesk provides. We are looking to layer in AI components like autonomous agents, automated QA, and we are currently exploring these solutions.

Pros

Most of the platform is low- or no-code, which lets us maneuver quickly when we need to implement changes or new features.
Supremely flexible routing flows.
OOTB integrations with other platforms we use (Salesforce, Slack, etc.)

Cons

Admin UI can be unintuitive if you're not familiar with it. There are like, 6 different places to "build" AI features. Without having been part of our contract negotiation I would have no idea what features I can enable without incurring usage charges.
Reporting can take a long time to load. We do get most metrics pushed to Salesforce with the OOTB integration, so we generally use Salesforce for most reporting.
Talkdesk is very customizable, which is a benefit if you have a savvy admin. However, if things break or don't work as expected, it can be difficult bringing Support up to speed with what you've built and working toward a solution.

Return on Investment

Reduced average ACW from ~4min to ~2min
CSAT increased over 30%
Our QM team evaluates calls 20% faster

Usability

Alternatives Considered

Agentforce, Replicant, Cresta, Five9 and 8x8 Contact Center

Verified User

Manager in Quality Assurance (51-200 employees employees)

Use Cases and Deployment Scope

It offers complex routing in a simple to use way. It encompasses all of our customer facing needs.

Pros

Call Routing
Organized Teams
Call Reporting
Call Metrics

Cons

Call monitoring and different role uses
SMS
Integrations

Return on Investment

AI has made it more efficient
The time saved has allowed agent to follow up on more tasks
And become more thorough on tasks

Usability

Alternatives Considered

Dialpad Connect

Other Software Used

Salesforce Agentforce Sales, Infor CloudSuite ERP, Microsoft 365

Verified User

Manager in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

We replaced an on-premise ancient Cisco system with Talkdesk a few years ago. Moving to the cloud and having the AI and reporting tools that come with Talkdesk have been great for us. We require scalability and the option to make changes to call flows quickly which Talkdesk has delivered.

Pros

Scalability - Purchasing and launching new phone numbers
Call Flow Changes - Graphic user interface used to plan and adjust call flows
AI Summarization - Summaries created for our agents during calls are spot-on

Cons

Call Holding Alerts - We haven't found a way to get real-time alerts into Slack or email besides the new tool within Live which requires the dashboard be open.
Billing - We've had issues with the accuracy of invoices that we think are fixed but then tend to reappear.
Troubleshooting with VMWare - It's difficult to troubleshoot some issues since we run Talkdesk within VMWare. Guardian's stats don't accurately reflect the full network journey from an agent, to our data center, to Talkdesk.

Return on Investment

AI Summaries have shortened our after call work time and also made our case notes more accurate.
Using a software based business allowed us to throw away the hardware phones on our desks, allowing our hybrid team members to work more efficiently

Talkdesk

What is Talkdesk?

Categories & Use Cases

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Key Features

Top Performing Features

Predictive dialing

Recording

Inbound call routing

Areas for Improvement

Customer interaction analytics

REST APIs

Multichannel integration

Reviews

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