Doesn't really fit all environments
January 02, 2024
Doesn't really fit all environments
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
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.
- 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
- 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
- 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.
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.
Do you think Talkdesk delivers good value for the price?
No
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
No
Did implementation of Talkdesk go as expected?
No
Would you buy Talkdesk again?
No