How Talkdesk made my QA life a breeze!

Overall Satisfaction with Talkdesk

Talkdesk in the entire office to make calls and received calls. I used it to listen and check call history. It addresses our need for historical data, call history with customers among others.
  • Easy retrieval of recordings per team mate. It makes life easier if you are a QA as it lets you look under lead's name, email, phone.
  • You can easily trace call history. When you pulled up the lead's profile, you will see all the interaction thru Talkdesk.
  • The duration of the calls are visible. You do not need to launch recording to see how low is the duration.
  • Easy to rewind and forward the recording. Seldom to nil log time with a good internet connection.
  • The search for phone number, it doesn't search if there are other characters.
  • it doesn't consolidate the calls even if both numbers are in Pipe Drive.
  • Missed calls are not tagged even if number is in the database
  • It helps us reduce our lost leads from 35% to 15% due to call tracing and history.
  • It helps us reduce attrition of agents due to improved feedback from calls listened to. From 50% attrition to 20%
  • It's easier to understand different reasons for cancellation, lead's insight by listening again to their interaction.
Verint is much harder to manage due to the non-user friendly interface. It is also too hard to find calls as you can't really search per customer's name unlike in Talkdesk. Verint also do not allow download of recordings in case you need to archive good calls or flag bad calls for agent's improvement.
I say Talkdesk is really a good tool for quality jobs that involved creating evaluations, reviewing call history, mapping behaviors etc. It helps you to become efficient because there is no need to open a lot of systems to monitor. I really can't say where it is not suited as this is the primary tool we have for sales and quality.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
6
Predictive dialing
7
Interactive voice response
8
REST APIs
Not Rated
Call scripts
8
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
9
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
8