Item: Talkdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We manage a multi-brand software support center that employs Talkdesk to optimize our telephonic support operations. We value the functionality of the Interactive Voice Response (IVR) system for its capability to efficiently route calls to our designated teams as necessary. Additionally, we recognize the advantage of having multiple lines consolidated under a single account.

Pros and Cons

Pros

I appreciate the level of detail for reporting in Explore.
The interface is easy to use, both for admin and our agents
Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
The feedback mechanism enables the collection of customer responses across various inquiries.

Cons

In the context of the feedback mechanism, I would like to have the capability to incorporate multiple Key Performance Indicators (KPIs)
There are sometimes issues with phantom calls showing up in our queues

Return on Investment

The capability to deploy multiple Customer Satisfaction (CSAT) questions has proven beneficial. Our Key Performance Indicator (KPI) is linked to the experience with the agent as opposed to the overall experience. Since we implemented this change, we have observed an improvement in our CSAT scores
We have optimized the Interactive Voice Response (IVR) options to deliver a robust user experience that minimizes dependency on human agents and reduces our inbound calls

Usability

Talkdesk provides a user-friendly interface designed for both agents and administrators. The platform facilitates real-time data reporting, call transfers, and call monitoring, which have significantly enhanced our operational efficiency. However, there is potential for improvement in the integration capabilities, particularly concerning multichannel support offered by clients.

AI Impact

Other (Please specify below)

Currently not utilizing

Alternatives Considered

Zendesk Talk

Due to our utilization of Zendesk for digital support, centralized information management is critical. Although we have attempted to implement the integration, the user experience for agents utilizing the Talkdesk console within Zendesk is suboptimal as well as the options for connecting contacts from Talkdesk to Zendesk. At this point we do appreciate the volume that Talkdesk is able to manage.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Zendesk Suite

Likelihood to Recommend

Talkdesk is a commendable telephony solution that offers significant value for users seeking a dedicated telephony product. It features an intuitive interface, robust reporting capabilities allowing for in-depth data analysis, and effective support from its customer service team. However, a limitation arises when organizations require email and messaging support, as an alternative product is necessary to fulfill this function. In our particular case, the integration with Zendesk does not operate as seamlessly as desired, primarily due to constraints inherent to Zendesk itself.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thanks so much for taking the time to share your thoughts about Talkdesk! It is wonderful to hear it is easy for both admins and agents to use. We have noted your feedback about phantom calls and will ensure this is looked into.

A robust Voice over Internet Protocol (VoIP) system designed for contact center applications