Item: Talkdesk
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

Its used for calls, chats, whattsapps and emails. There is also a quality management and workforce tool but we found that the process was not user-friendly and as such use different systems for this. Our customer and internal comms take place on this platform and we are aware that there are other functionalities to it but are reluctant to venture into them due to the difficulty in navigation.

Pros and Cons

Populate graphs in reports
Allows a whisper function during agent calls
Has a knowledge base for reference
Has videos to assist with customer troubleshooting
Great responses on after sales service
Great sales team

Reporting is not easy to manipulate
Workforce management is not available in a simplified view
Creation of the Quality management process is not easy
Call quality is not great in Africa
Some features do not yet come with a full list of reporting capabilities
Connectivity causes delays in responses in all communication as they have no tower in Africa
It is significantly more expensive than local providers
Lack of integration to in-house systems caused a barrier

Return on Investment

None really, our model does not rely on Talkdesk for many functionalities
We have a Workforce manager anyway and prefer them over the system
We have a full quality team anyway and prefer their input and insights

Usability

There are far easier systems to use, Talkdesk requires that one spends a lot of time going through the training videos and content to learn how it works and only then does it become easier. Even experienced call center agents have difficulty with it and many workarounds had to be found in order for the system to suit our needs.

Implementation Rating

We had many issues with this and spent months after the initial launch in meetings and escalating things that should have been part of the initial agreement. We were meeting with the team almost 3 times in the week because of the issues that we were seeing and the restrictions we faced.

AI Impact

Other (Please specify below)

We have access to most of these but actually do not use them because we find that they are unnecessarily difficult to navigate and the effort spent would be massive when we know that agents will not be easily able to access them and that we will also have difficulty drawing insights.

Alternatives Considered

CRM and Deals for Zendesk

We selected Talkdesk only because we were getting mixed country data on Zendesk and thus felt the need to move to our own system. Zendesk provides data such as first response time, tracing a call and the transfers and changes in that process is easier, drawing data is far simpler and standard and its easy to drill into the data on the live system.

Key Insights

Do you think Talkdesk delivers good value for the price?

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Did implementation of Talkdesk go as expected?

Would you buy Talkdesk again?

Other Software Used

Zendesk Explore, NICE CXone, Avaya Call Center Elite

Likelihood to Recommend

Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.

Doesn't really fit all environments

Overall Satisfaction with Talkdesk