Item: Talkdesk
Rating: 6
Author: Diana Kalikanova

Use Cases and Deployment Scope

We use this tool in our daily work to communicate with users of the platform. The main thing is the outgoing and incoming calls that we make during user support. We process more than 300 incoming calls a day. Outgoing more than 700. This is one of our main tools when working with clients.

Pros and Cons

Handling Inbound calls
Outbound calls
Monitoring

Very often there are problems with non-calls to certain numbers, and it is unclear for what reason. I think the company should think about the error message when dialing. Since at the moment, if we have a non-call, we can't even figure out if it's a technical error or if we just can't get through to the user because he doesn't answer.
Very incomprehensible monitoring reports, the timezone is incomprehensible and difficult to track and make a report on agents on the line.
Integration with CRM platforms does not work perfectly, sometimes integration is brake and it is not possible to attach calls to chats.

Return on Investment

Reduced average chat handle time (previous tool did not work properly)
Increased CSAT (because customers received proper contact from support center)
Increased agent productivity for sure

Usability

At the moment, the disadvantages of using it make my team's work very difficult, we get a lot of stops like: did the agents really call the partners, if there is no answer to the call, then whose fault is it of the partner or Talkdesk? In general, the idea of the platform is very good, the company should work on the technical components, and finalize the existing errors and problems.

Implementation Rating

1) It is necessary to determine how technical problems with the platform, telephony, or non-call to the user will be displayed for agents.2) It is necessary to improve the system for displaying the necessary KPIs. For example, SLA shows absolutely incorrect data.3) Training is needed for managers on how to use the platform better.

Exceptional Examples of Talkdesk Support

Unfortunately, I cannot recall the exceptional support from this tool. I rate the work of the tool average, not high and not too low, as I hope for improvements. Perhaps the exceptional support lies in the fact that the tool showed hopes for the best among the available tools for calls.

Alternatives Considered

The Talkdesk interface is much more convenient than what we used earlier, calls arrive more often, and there are fewer technical errors. However, at the time when I used Mac os, I was an ordinary employee and I don't know what offers there were for managers and what pros and cons there were at that time

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

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

Kustomer, Playvox, Calabrio Teleopti WFM

Likelihood to Recommend

The integration and the very idea of making calls and accepting them are well thought out. However, there are many problems that cause inconvenience to both ordinary employees and management. Pros - The ability to use a convenient mini call bar (a small phone in a computer), integration with CRM platforms, the ability to call by clicking on a number in this platform (there is no need to always copy and paste), the ability to call foreign numbers, the ability to attach local telephony. Cons - the technical definition of problems has not been finalized, integration does not work perfectly, and reporting is unclear for use.

Promising but very often incomprehensible and not fulfilling

Overall Satisfaction with Talkdesk