Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Talkdesk workspace offers you complete visibility of your day-to-day tasks. However, it has some areas for improvement, such as * More options for custom colors and/or aid for blind people. * During calls, it won't let you change your status to avoid an incoming call when users are not ready yet.

Pros and Cons

Full visibility of your team acivity
Visual aids and customization of tools
Its icons are very intuitive

More colors, or high contrast/dark mode
More languages
More fonts

Return on Investment

Helps us to take care of the queues and provide help on real time
Some features increase ACW
Productivity has increased over 33%

Usability

I have been using Talkdesk for over a year, comparing the other tools I have used such as Avaya or Cisco, this is very easy to stick with. and the training material is always clear. anyone can use it. Overall this is one of the best tools, including all kinds of communication channels and client integrations.

Implementation Rating

Before this, I was stuck with many other tools. But once it came 5 tools were resumed in just one. The results are impressive, agents have more control of their actions and are able to provide quick solutions. Although it is expensive it is worth the price. It adapts to every windows or apple device.

Exceptional Examples of Talkdesk Support

so far I haven't requested help. But my manager has received the most customized and professional tech support.

Alternatives Considered

Avaya Cloud Office and Cisco 500 Series Network Convergence System (NCS 500)

Talkdesk gathers everything you need to work, voice, chat email, SMS, and client applications.

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Avaya Cloud Office, (EOL) Cisco Cloudcenter, Talkdesk

Likelihood to Recommend

Talkdesk is very useful when tracking information regarding your clients and their activity. Users are very engaged with the usage of this tool. Its new version called workspace, allows us to do even more from seeing their status to seeing live videos of what they're doing and providing help in real-time.

The only tool that gathers all you need

Overall Satisfaction with Talkdesk