Item: Talkdesk
Rating: 9
Author: Bryan Wheeler

Use Cases and Deployment Scope

We use TalkDesk to track our day to day effectiveness on answering calls and helping us track our agent statuses. We use the daily reports to help drive up number of calls offered and to drive after call work done. This has let us become more effective and helped drive up GP.

Pros and Cons

The the reports I can create to track daily status.
The the real-time dashboard
Love being able to listen to calls right from TalkDesk

Just would really like to be able to customize more reports

Return on Investment

TalkDesk has helped us increase our GP

Alternatives Considered

TalkDesk is way above and beyond what we found in Ujet. TalkDesk has way better reporting and live time stats. We have found that we are able to manage way faster with TalkDesk than we could with UJet. We did like the real time reporting on customer reviews on Ujet better.

Support Rating

I gave this rating because TalkDesk is a really good product that gives us a lot of flexibility as to what we need to do. I also gave this rating because of how easy TalkDesk is to use. I love the reporting and the dashboard, that allows my Sups and Leads to monitor real time stats

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

The real time dashboard is awesome. It is so great to be able to see what my reps are doing in real time. This helps me manage the queues better and to be able to see how meeting and other offline activities hurt the service levels. I also love that I can track real time after call work.

Love TalkDesk

Overall Satisfaction with Talkdesk