Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Our company uses Talkdesk for some of the clients. We use Talkdesk to call people and to track metrics. It helps us to identify problems in the moment and react accordingly.

Pros and Cons

The Explore option gives you access to information at the moment by selecting which report that is needed.
The Live option gives you access to what calls are being made and how long they last.
You can make sure employees are doing what they are suppose to be doing.

Understanding how to create your dashboard is a little difficult and takes some practice.

Return on Investment

Increased productivity, as supervisors can manage employees in the moment.
Increased quality assurance by allowing supervisors to review calls.

I have used different programs and Talkdesk is one that was very user-friendly. I did not have a manager show me how to read the reports on explore, and I am moderately good with technology. I was able to find the reports that will be most useful to my team without any direction.

Implementation Rating

I enjoy using Talkdesk, and while it may take a few seconds for a report to load, it is not nearly as long as some other programs.

Exceptional Examples of Talkdesk Support

I had an agent missing calls, and, through the Explore options, I was able to pinpoint the issue.

Alternatives Considered

Zendesk Talk

Zendesk has several reports and metrics that can be utilized, but you need help figuring out how to implement them. Talkdesk makes the information easy to find and use without a lot of extra steps.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Zendesk Talk

Likelihood to Recommend

This product works very well for in-the-moment information, such as the calls being made and the calls that come into the employees. The reports are easy to use and self-explanatory once you start looking into them. This makes it very easy for reporting and tracking. This product does not do well for those that do not have any concept of technology.

Talkdesk is user friendly

Overall Satisfaction with Talkdesk