Excellent Usability, Performance and Reporting
October 03, 2022
Excellent Usability, Performance and Reporting
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk allows us to track and monitor our department's performance live and quickly. It's user friendly, and has many bells-and-whistles that make it extremely valuable, from reporting, to integrations with Salesforce, quality assurance and workforce management. The team at Talkdesk have always been very helpful and supportive, and you can tell their company is always innovating and growing. We are excited about their new offerings and their plans for the future.
- Reporting
- User friendly
- Live monitoring
- Reliability - usually related to the live dashboard, but sometimes with calls dropping too
- More knowledge articles to allow managers to make changes and updates on their own
- Unsure - we haven't measured the impact of this software to our prior software, but it's more user friendly for agents and managers, and has the features we need.
I was not able to view a certain report with the correct information, so I reached out to their support by email. I got a response back within an hour or two, which gave detailed explanation about what settings I was missing and how to update it, along with pictures of what I needed to change. That was excellent service!
The reporting features and usability is much better than these other two options. 8x8 and Incontact (NICE CXone) were good when we had a smaller team of 10 to 20 agents on phones, but now that our customer service center is 50+, Talkdesk was able to handle the growth, and then some. We brought our sales and customer service folks in as well.
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?
Yes
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes