No landline No problem! Talk from your desk!
October 03, 2022
No landline No problem! Talk from your desk!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Currently in my department, we strictly use Talkdesk to communicate with NUPD, Students, Faculty, Parents, and Residents of the area. Calls range from temperature, plumbing, electrical, to university emergencies.
This system does allow us to monitor our calls, keep track of what issues the callers are reporting, and a great metrics reporting tool.
The only downside at times is that Talkdesk can be closed too easily, meaning if you accidently hit the X button in the corner it shuts you down instead of in settings the option (hitting close minimizes your screen and runs in the background) or (yes close the application)
The system has progressed so much since we first started using it, and each update has made it better.
I do wish the Mobile option was a tier one option, feels silly their app is only accessible if you pay for the higher tiers. (even if only for Supervisors and Leads)
This system does allow us to monitor our calls, keep track of what issues the callers are reporting, and a great metrics reporting tool.
The only downside at times is that Talkdesk can be closed too easily, meaning if you accidently hit the X button in the corner it shuts you down instead of in settings the option (hitting close minimizes your screen and runs in the background) or (yes close the application)
The system has progressed so much since we first started using it, and each update has made it better.
I do wish the Mobile option was a tier one option, feels silly their app is only accessible if you pay for the higher tiers. (even if only for Supervisors and Leads)
- Metrics
- Call recordings
- Organizing types of calls
- Time keeping for logged in users
- Status keeping
- Recording locations
- How often there are outages for calls
- Desktop app having issues logging out at the end of day
- Mobile access for all tiers
- Increased Agent Productivity
- Increased Call tracking
- Ability to determine volumes of types of calls
a week ago the reporting was not working. we sent in a ticket and it felt like 2 min later the issue was resolved.
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
Talkdesk Feature Ratings
Using Talkdesk
7 - Customer Service
- incoming and outgoing calls
- metrics reporting
- time log reporting (status, login, logout)
- we use this to document issues around campus, when each call comes in our disposition section allows us to enter in the exact issues (through description)
- Views of call volumes
- possibly in the future we will use the messaging system
Evaluating Talkdesk and Competitors
Yes - we used interactive Desktop. we called it ACD
- Product Features
- Product Usability
i was not apart of the purchase process.
Talkdesk Implementation
- was not apart of the implementation
Talkdesk Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response | None |
no, i believe they said it had options we do not use in our buisness
Yes - always
Using Talkdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Consistent Quick to learn Convenient Feel confident using Familiar | None |
- calling out to outside numbers
- calling other agents
- receiving calls
- login on occasion for reports
- finding some reports
- verbiage on some reports
Yes - yes... we would love access to it but it is not available for our tier