Talkdesk legit?
May 25, 2021
Talkdesk legit?
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
It's being used by the entire Customer Service, HQ and IT helpdesk operations within our Company. It addresses Contact center and Internal phone solutions and provides detailed analysis of our Multi channeled customer service support from different angles. It also showed cost effectiveness and robust reporting solutions from a Voice perspective
- Reports and analytics
- Call back feature was helpful
- Studio flow is a cool platform
- Live queue monitoring
- Training modules are great!
- Queue prioritization will be great! E.g. Prio for Voice least prio in Email or Prio in Service least prio in Sales queue
- Live monitoring must have Dispositions added in there too
- Combine all channels in one page so agents can efficiently switch from one channel to the other - assuming that the agent is skilled to support them
- Omnichannel is the worst non-voice platform that I've used for years. They lack detailed reports and metrics aren't in line with industry SLAs. Glitches on settings and a lot more!
- Phone billing decreased vs our previous phone platform
- Cost savings from a Reports workload reduction perspective
- Reduced staffing cost in line with our Hybrid staffing model that Talkdesk supports
It was perfect time when our previous vendor could no longer support our growing needs and there was talkdesk presenting the solutions based on our pain points. The CSM along the way was also very helpful trying to move things faster.
Reports and analytics are very flexible to our needs analysis and reports. It's more user friendly than the previous platform
Talkdesk Feature Ratings
Using Talkdesk
200 - HQ, IT and Customer service
200 - IT, Admin, Customer service
- Customer service
- IT helpdesk support
- HQ
- Reports Dashboards
- Call back feature
- Support channels
- Marketing internal communications
- AI VOC
Evaluating Talkdesk and Competitors
Yes - Cisco Finesse, because, Talkdesk has better reports analytics and it's been user-friendly. Very flexible to our business needs
- Price
- Product Features
- Product Usability
Product features and usability were way more than what we used to have
I honestly don't know if it's necessary to go back and chance our evaluation
Talkdesk Implementation
- Implemented in-house
- I think the mastery and expert advice from the Implementation manager
Talkdesk Support
| Pros | Cons |
|---|---|
Knowledgeable team Kept well informed Quick Initial Response | Poor followup Escalation required Difficult to get immediate help |
I'm not sure about any premium support. I'm aware that I can send a support ticket.
Using Talkdesk
| Pros | Cons |
|---|---|
Like to use Easy to use Technical support not required Quick to learn Convenient Feel confident using Familiar | Unnecessarily complex |
- Live reporting
- Dashboard
- Reports
- Call bar
- OMNIChannel reporting
- OMNIChannel dahsboard
Yes, but I don't use it