Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Chat/email/voice assignation is not accurate or easy to manually assign in case that is necessary; when are unable to see live chats/emails, reassign them in case of a system issue; agents have a lot of issues trying to find templates and some digital interaction get stuck unable to close them because we are unable to see them on the queue or agents inbox.

Pros and Cons

Reports
Live calls view.
Live agents status.

There is no way to see emails on queue.
We are not able to reassign a chat or email if the agent is having system issues.
Takes s lot of time to get a response when we submit a ticket.

Return on Investment

Increased customer retention rates.
Increased QA by 10% more.
Decrease AHT almost on goal by 200 secs per month.

Usability

Based on different tools like customer or five9, this has all been integrated and is more useful to have it all in one place instead of using different apps depending on the company's needs.

Implementation Rating

Exceptional Examples of Talkdesk Support

No, we still have some tickets open without any respond.

Alternatives Considered

Five9

It is easier to find reports or create them.

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

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

Five9, Customer.io, (EOL) Cisco Cloudcenter

Likelihood to Recommend

It is hard to find digital information; with the new workspace, the agent has issue making status changes, some times the system request to start a new session when you are in a middle of a call and cut it. The time for after all work doesn't work, we pace it set it up for 30 seconds and agents could take longer. If for any reason, an agent had a power outage or internet issue, the talk desk leaves them on their previous status instead of logging them off, creating that the SL suffers from lost calls or long AHT time.

Talkdesk experience.

Overall Satisfaction with Talkdesk