Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It is being used by the customer service department. By receiving calls and doing outbound to get in touch with our customers to follow up about their missing information such as prescription, updating address, and by assisting in placing order over the phone or booking an appointment for troubleshooting their purchase from our company.

Pros and Cons

Providing accurate information that is entered.
Having option on putting customer on hold.
Having precise details on the address book.
Getting the specific time of the incoming and outgoing call.
Can easily view current status of an individual.

Provide more update such as having a noise suppression.
Sometimes the Talkdesk call bar is not syncing at the same time while being used.

Return on Investment

Easier way to identify the call details
Lesser the time to locate the Customer's information since it was entered already.

Usability

8

I could have give a 10/10. However, needed to add some features for the betterment of the over all quality and experience of the user. Also, could have had an option to automatically update everytime we are logging out just to make sure everything is still working fine if will be using again the following day.

Implementation Rating

10

Overall, everything seems to be smooth when we transition from a different tool to this, and it was implemented so quickly. It is user friendly and can be easily navigated and you can easily understood the interface once you had your preview and training on how to use it properly.

Exceptional Examples of Talkdesk Support

There are instances where the customer is a first time and not existing account. By having an option to save their name on it we were able to contact them back.

Alternatives Considered

Cisco Finesse

I wasn't part of the decision making for this.

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Microsoft Teams, Verint Monet, MS SharePoint

Likelihood to Recommend

Talkdesk is well suited by having an automatic area code by selecting the flag for each and every country that we usually and needed to contact, which I find very convenient. The scenarios where it is less appropriate is that when you have a lot going on in the background it doesn't have a noise suppression option and sometimes it'd not automatically syncing.