Item: Talkdesk
Rating: 8
Author: Carlos Alo

Use Cases and Deployment Scope

We use Talkdesk as part of our daily duties to ensure our team's calls and chats are within our quality standards. Either through live call listening or a scheduled 1 on 1 coaching for their interactions audited by our quality analysts. It helps us address our customer's concerns from the past/present/future. We can look at previous opportunities committed and right them. Listen to live interactions to address any potential concerns or reward those who do great. Review how we are trending to accurately forecast where we would need help most. this is more of the backend usage of the tool, but obviously, it works as intended for inbound and outbound interactions, either through email/chat/ or phone calls.

Pros and Cons

Call recording.
Live call listening.
Queue management.
Inbound and outbound calls.
Inbound chats.
Inbound emails.

Omnichannel can be better.
Reporting can be made better and user friendly.
API integration for different other tools.
Scheduling and forecasting.
Alerts and notifications.
Widgets.

Return on Investment

Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
Increase in quality audit scores through weekly reviews by this tool.
Employee morale and company survey as agents are not stressing with the easy use of this tool.
Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.

Usability

My role for this year has been a ping pong for different departments requiring my assistance, so there has been some time that I have not been able to use Talkdesk. However, now that I'm back to a role which requires me to use Talkdesk yet again, it is similar to a bike that how I left it then is quite the same as how it is now, I can still use it as how I used it prior and my previous user account preferences are still saved so transitioning is easier.

Implementation Rating

I was not within the immediate circle of the ones that dealt with the deployment, however, training specific items to our agents is something that I helped lead as a team manager, it was easier to do because Talkdesk already had a knowledge base which we can use for our training items to our employees. We of course had to make it our own, but having the resource was effective for us in the deployment.

Exceptional Examples of Talkdesk Support

Omnichannel service is what we have been goaling for ever since, and having this all in 1 platform gave us a solution towards this goal. Deployment and training were easy as the tool is user-friendly and had minimal to no software installations required that would require intervention from someone in the tech department.

Alternatives Considered

LivePerson Conversation Cloud (LiveEngage)

Having a different chat platform prior, transitioning to Talkdesk gave us an avenue to put it in the same platform as where our agents take in calls. Ensuring that the data platform provides us a more consistent look and consistency is important for growth. Our email platform used to be elsewhere as well and having them all in Talkdesk will give you confidence knowing that Omnichannel can be achieved in one software.

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Verint Monet, Microsoft Teams, Microsoft Dynamics 365 for Finance and Operations (Dynamics AX)

Likelihood to Recommend

Talkdesk has been a great tool for us to monitor our team members' performance weekly. It provides us a real-time view of how our team has been performing in terms of their status, given that there are folks who work from home, it provides us confidence knowing that our team members are being productive. Our agents find it useful for outbound interactions for sales interactions should they be requested by their customers. Being able to transfer to different queues should there be a special task needed or a special language that is required to assist our customers is a great feature as well so our customers receive the best kind of support with their inquiries.

Talkdesk Review for Supervisors

Overall Satisfaction with Talkdesk