Item: Talkdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk has simplified many aspects of the organization.
- Live Aspects (Being able to monitor calls and productivity.)
- Quality Management (Access to calls and evaluation forms designed for the specific department and type of evaluation.)
- Call queue (Being able to plan out calls and handle times along Service Level targets making them easier to achieve.)

Pros and Cons

Pros

Quality Management
Live monitor
Speech-to-text AI generator
Call Listening quality and clarity.

Cons

Live call monitoring
Abandoned call monitor
Aux change latency

Return on Investment

Call quality
AHT improvement
KPI tracking accurately
Instant QA feedback

Usability

Because I have experienced many systems before this system and this is the most versatile there is on the market currently. Having every aspect from front end to back end covered in one software is a great cost-effective platform and also shows how reliable it is to cover so many aspects.

AI Impact

Talkdesk Workforce Management
Talkdesk Agent Assist
Talkdesk Guardian
Talkdesk Interaction Analytics
Talkdesk Quality Management Assist

The new integrations have had a positive impact on the daily operating rhythm of the organization and myself. We have found an increase in workflow output without hindering nor changing much of what we know originally. This phasing of AI into our daily use of Talkdesk is yielding positive results throughout the operation

Alternatives Considered

Salesforce Consumer Goods Cloud and CSC Corptax Compliant

Talkdesk is like The Mona Lisa that Van Gogh wishes he painted before cutting his ear off. End-to-end user-friendly and ultimately the system of choice and preference in many ways as it completes the contact center life cycle immensely. My experience with this system has been nothing but simple in many ways.

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

Likelihood to Recommend

In an instance where you are required to evaluate quality performance. Talkdesk is ideal as it has preloaded evaluation forms designated for the organization which are tailored for that specific need you have at that given time and all evaluations are accessible with call transcripts so you never miss a word which makes it easier to focus on those improvements areas much quicker saving time, effort and giving more to productivity.

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 has simplified many aspects of your workflow. We appreciate your feedback on aux change latency and will bring this to the team.