Item: Talkdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is used to manage call volumes, assess calls, and for inbound and outbound calling. It is also used for reporting to track behavior during the day.

Pros and Cons

Pros

Reporting
Call management
Quality assessing
Agent visibility

Cons

Talkdesk support
AI features
filters

Return on Investment

Increased productivity
reduced AHT
Increase in quality management

Talkdesk is relatively easy to use and the navigation is responsive. It is a tool that one can quickly adapt to and integrate relatively quickly into their their day to day work flow and it has very issues even when the process of using and if an issue does arise, it can easily be resolved and one can get back to work relatively quickly

Implementation Rating

Talkdesk has always been part of our systems and for all new agents it it really easy to get them used to it.

AI Impact

Talkdesk Quality Management Assist

It allows for ease of use when assessing calls as it provides transcripts of what the agent and the seller were talking about on the call. So even if the seller might not have been audile or a system issue might have come up cause us not to be able to hear the seller, having this feature allowed us to be able to read what was said during that period.

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

OneLogin by One Identity, Slack, Calabrio ONE

Likelihood to Recommend

Talkdesk is suited for scenarios where a campaign has a high call volume.
Talkdesk is the perfect platform to provide visibility on all the calls that are coming in and the ability to be able to manage them and providing detailed reporting on the performance of the day and how the campaign is trending.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented 2 years ago
Thank you so much for taking the time to review Talkdesk! We are thrilled to hear it is helping you with call management, reporting, quality assessment, and agent visibility. We are continuously working on our AI feature to enhance their capabilities. Your feedback is valuable, and we appreciate you taking the time to share it.

Talkdesk experience