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A+ For deployment, support and so much data it's an endless rabbit hole
January 22, 2021

A+ For deployment, support and so much data it's an endless rabbit hole

Christopher Pash | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

At present we have 180+ users onboard across 5 contact centres driving 30k+ calls per month through the platform with a full suite of reporting to drive performance. We are using WFM, Observe.AI with speech analytics, Voice, Omni-channel (Email, Chat, Social Media, WhatsApp). We had 5 contact centres working across separate ACD's and with Talkdesk we no longer have an issue when you have one
solution bringing a wealth of data and flexibility.
  • IVR Management with no coding required.
  • Out of the box reporting - Historical, Live.
  • Support - A customer driven community.
  • Talkdesk Academy.
  • The ability to silo departments within the platform - Restrict scope within role to Team level.
  • Ability to trigger warning on key data sets.
  • Shift Adherence - login logout data sets.
  • The timing of Talkdesk has been at a time when there are so many variances the company had zero home working prior to implementation, Desktop restrictions. However given the ability to offer home working has kept our organisation going with only 4 days down time ROI has been covered within our 9 months.

We needed to be able to move to a cloud base solution for
home working on a global scale and our current infrastructure would not allow for
this growth.



We had been undergoing an ROI for sometime and while all of
the interactions were amazing with all involved, it came down to deployability
at the time.

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

Our UC is very unique with multiple clients to suit within the same customer base, Talkdesk gives us the ability to cater for each clients needs and the flexibility so change and adapt without the need for professional services due to its no coding requirements and ease of use we can keep our UC with all the variances such as:

  • QA evaluation requirements.
  • Service level agreements.
  • Queuing priority.

Talkdesk Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
5
Interactive voice response
9
REST APIs
9
Call tracking
10
Multichannel integration
10
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

180 - Within our operations we outsource to overseas office extend Talkdesk on a global scale. We have a wide range of departments, clients working on Talkdesk:
  • Voice - Inbound, outbound.
  • Back office staff - Email, Social Media.
  • QA.
  • Clients - Report on historical data.
1 - As an Admin user, Supervisor, Coach there is an ease in my working day, I am responsible for product onboarding and development and support across the operations. I have a long history within the contact centre and would consider myself technically minded however Talkdesk is simple and easy to us and comes with a clear training Academy suite to support.

While we have team leaders managing the operations on a day to day basis typically I am the overall support.
  • Client management and unique expectations.
  • IVR Management, we adapt and manage our telephony flows and messages to suit the client and their needs.
  • Team Incentives, using call outcomes and reporting to drive performance on sales through service.
  • WhatsApp integration.
  • Social media - Instagram, Twitter and Facebook to support our clients.
  • Agent support, knowledge base and agent assist.
Based on my experience and what's important to me support and community is critical to drive innovations and Talkdesk has been supporting us by looking at our UC and helping us drive forward.