Item: Talkdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

It helps to monitor our agent's status during call emails and much more. I personally use TalkDesk to see how many calls they take, I can also see how long they take as well as what status they use the most. This is a product that I recommend to every company where your agents have to take calls and you want to monitor their efficiency. There are many more things that it can help you with, but if I keep on going I will never finish :) All I can tell you is that I have loved using TalkDesk since day one. You will not regret it.

Pros and Cons

Pros

Minitor status of agents
Check how many calls they take
Change their status from available to away and many more status.
Make outbound calls
Inbound calls

Cons

Whenever we listing to calls, it would be good if we could maybe fast forward the recordings

Return on Investment

Reduced average handle times
Increased agent productivity
Increase Csats

Usability

This tool is very friendly to users, a lot of tools that you can find with just a click. As well as we have filters that make your search easier.

Implementation Rating

With this part I'm not really sure what has been implemented, I might have missed it by accident but so far so good. I have not had any issues with this tool so it has not really affected anything at all.

Exceptional Examples of Talkdesk Support

We usually don't talk to them directly since we just forward the info to our OMs, however whenever we have any kind of technical issue, it's resolved within minutes. Is not like we have to wait 1-3 business days like other things that we use here.

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?

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

Likelihood to Recommend

It is well suited when we can monitor our agents and we can actually tell if they are active or not. This has helped us maintain good productivity. There are times where we feel like our agents are not doing what they are not supposed to and we can review what status they have been using. We can see if they are taking long breaks, lunch, or [another] status that we have available.

Talkdesk Feature Ratings

Comments

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Give it a try, you wont regret it.