Item: Talkdesk
Rating: 10
Author: Kas Kelly

Use Cases and Deployment Scope

We receive calls from drivers, dispatchers, and companies requiring Emergency Road Service. I work 12 hour days. I am using Talkdesk during my entire shift. I am also able to review my calls in case I question an item that was needed i.e. tire size, or location of the breakdown. With Talkdesk I am also able to select a disposition of the call so reporting to upper management is easier. They can simply pull the reports. I am also able to forward a call to another agent or tech easily. This program works seamlessly w/ my Dell Computer and doesn't use a great deal of RAM.

Pros and Cons

Being able to easily review my calls
Know who is online w/ in our organization and change the skills that each member has.
Callers are able to input their account # and event # so accessing their information is faster and more efficient.

Being able to call a co-worker when they are in 'After Call Work - Online' instead of just when they are in 'Available'.
Sometimes w/o my knowledge the setting change.
I would like to be able to change the ring tone.

Return on Investment

Increased agent productivity - agents are concerned w/ the Service Level %
I am not privy to the revenue figures.

Usability

This program is extremely user-friendly!! You are able to change settings to personalize the dashboard as to what you want visible. Changing those settings is also very easily done and as often as you want. I appreciate the Service Level percentage. It gives us a goal and something to aim for and improve during our shift. This also allows the workforce to challenge each other in getting the service level raised, this, in turn, raises the productivity of your workforce.

Implementation Rating

Once given a chance to explore the program, and understand how it works it was fantastic. Of course, change is not always easily accepted. Although, once they opened the program and were able to review the settings, everyone was encouraged by the change. Our company requested changes to be implemented to better suit our needs. Once that was done, it was better than everyone had hoped.

Exceptional Examples of Talkdesk Support

I personally do not report outages or software issues. I do know from my side, we have not been w/without our phones and for more than 15 minutes the absolutely most, and never on my shift. So the product is stable and does not experience any issues at all.

Alternatives Considered

Axiom Sales Force Development

I honestly do not remember what program we had prior to Talkdesk. That in itself says a lot. It was nothing compared to what Talkdesk is capable of. I do remember it being limited as to the different options that were available. I truly believe the move to using Talkdesk was an immense improvement to what we had.

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

Microsoft Teams, Outlook4Gmail

Likelihood to Recommend

I really like being able to conference calls when I have a customer online and they need to talk to the tech, although it would be much better if both sides of the conversation can be recorded. It also saves time when I have a customer call in and they are able to put in their account number.

Perfect Communication Tool

Overall Satisfaction with Talkdesk