Item: Talkdesk
Rating: 9
Author: Mira Bagtas

Use Cases and Deployment Scope

Talkdesk is being used in our daily operation as a contact center. The operations team/department uses the tool to receive and make calls to our clients. With this tool, we are able to help our customers with their issues/concerns, especially placing their online orders. We are also able to record calls for future reference.

Pros and Cons

Record calls.
Generate reports.
Make outbound calls.
Receive inbound calls real time.
Save voicemails.

Can't see the hold time in current call.
Issues with Talkdesk Chat.
Incomplete data report.
No filter option in Talkdesk Email.
Call recordings being cut off when the call is put on hold.

Return on Investment

Increased agents' productivity.
Gives better experience with the clients.
Increased contact center generated revenue.
Reduced AHT.

Usability

This is the tool that we use on a daily basis and this is where we communicate with the cx, so this is usable in the whole department. Reports are being generated that we discuss with the agents, so we can monitor their individual performance and at the same time team's performance. It is also very useful for calls, emails, and chats.

Implementation Rating

It gives great satisfaction in terms of usage and benefits that we get, especially when we compare it with the previous tool that we used. Whenever there is an update, it will reflect on the tool immediately. And there is also updates often applied to the tool which is helpful with our day-to-day task.

Exceptional Examples of Talkdesk Support

Call recording, chat transcripts, and email transcripts being saved in the tool is very helpful and it indeed exceptionally supported my task and finish my deliverables quickly. We also use this for day-to-day reports for our analysis and root causing which helps with the business improvement, as we are capturing the business challenges and successes.

Alternatives Considered

Microsoft Teams

Talkdesk is very user-friendly and beneficial for our daily tasks and deliverables. It also provides more accurate data and reports compared with the previous tools we used. There are also limitations on the previous tool unlike in Talkdesk where we can find mostly what we need for analysis reports for business improvement.

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

Verint Monet, Microsoft Teams, Amazon QuickSight

Likelihood to Recommend

It is best suited for contact centers as a communication platform through calls, chats, and emails. It is good to use as all the interactions are being recorded, and saved for future references. However, there are some limitations on how the data/reports are being generated. There are some data that are not available which is required for the business analysis.

Talkdesk is the best!

Overall Satisfaction with Talkdesk