Overall Satisfaction with Talkdesk
We are using Talkdesk to monitor real-time stats of the whole team (inbound/outbound calls, chat, emails), data gathering for workforce usage, call reviews for our quality analysts, live monitoring for voice calls or chats for the team leaders. It makes our lives easier - you can customize the page based on your preference or based on the things that you wanted to monitor. It's our one-stop app for everything that we need to run our centre.
- Real-time stats.
- Customizable view.
- Data always available for review when you need it.
- 1 view for voice, chats, email.
- Can measure AHT for each interaction, not per day.
- Increased agent productivity esp. in OMNI.
- Increased contact center generated revenue.
- Increased customer satisfaction by AFRT.
It's the one-stop app for everything that you need to run your business smoothly without having the hassle to get multiple apps. It is very user-friendly, manual guides are provided in case there is a clarification that's needed plus their POC can easily be reached via email and responses to inquiries and other stuff.
Is this about when it was first implemented? If yes, then it was a smooth transition from the old one. Didn't encounter anything unusual that caused a delay in the implementation of the project plus their POC is on standby for any questions that we may have. Smooth and easy and fast.
We were trying to improve our first response time in chat since we were exceeding the 10-second ideal time. With Talkdesk, it helped us understand what was hindering us in reaching the goal to get the 10 seconds. Since it provides real-time stats, we can easily call out the agents who need to work on it. And luckily, our first response time now is at 7-10.
User-friendly. Provides real-time stats on all LOBs. Makes data gathering easy. OMNI channel is easy to use. It has everything that we need.
Do you think Talkdesk delivers good value for the price?
Are you happy with Talkdesk's feature set?
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?
Would you buy Talkdesk again?
Well suited to run a call centre. It has everything that you need for voice, chat, email. You don't need to switch from one app to another just to view the stats or get previous data of each one of the LOB that you are working on. We just need to make the most of it. Can't think of any way that it would not be appropriate.