Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My team has to contact our customers and partners with Talkdesk, so it makes the communication between us (platform) and both parties possible. Without it, the communication would be much slower per email. We also have a chat function, but in some cases, a call solves the issue more effectively than an email or chat.

Pros and Cons

Allows customers and partners to contact us with their issues
Allows us to contact customers and partners to solve their issues with one another
Allows issues to be solved more efficiently and faster

sometimes people cannot hear/be heard
It would be great to have more detailed info (with graphics) about the team and individual performance
team performance reports daily/weekly/monthly mail functions would be great

Return on Investment

increased CSAT
increased NPS
reduced average handle time

Usability

Talkdesk's overall usability is very good, of course, there are always things that could be improved and that is why I rated it as a nine and not a ten. It is intuitive, and a good tool to track team adherence to schedule, pick times, agents performance, and also customer satisfaction.

Implementation Rating

As far as I am aware, it is easy to employ and deploy people from the tool. We just inform the internal department responsible for it and they usually confirm employ/deploy on the same day, so I would guess it is an easy process to be done, no issues.

Exceptional Examples of Talkdesk Support

Well, since our product is the platform and the communication between customers and partners cannot happen in the platform after an order is made and confirmed, Talkdesk provides us daily the communication channel we need to connect these two parties when necessary. I have not yet sought direct support from Talkdesk.

Alternatives Considered

Latitude by Genesys

Talkdesk is much more visual than Genesys and has many more functions. When I used genesys to work a couple years back, it was more of a status tool, while talkdesk is so much more, for example performance tracking tool, customer satisfaction managing tool, and it did not have so many grafic options of incoming inbound calls for example.

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

Other Software Used

Zendesk Chat, Zendesk Explore, Calabrio Teleopti WFM

Likelihood to Recommend

Talkdesk is well suited to help customer service reach and get reached by customers and partners and also to monitor team performance. It also helps time analysts to track pick times of contact, so that we can forecast and plan headcount for specific times of the day/week/year and to monitor people's statuses, to see what could be improved.

Talkdesk is a main tool in my daily work and I am satisfied with it so far

Overall Satisfaction with Talkdesk