Item: Talkdesk
Rating: 10
Author: lindelwe judicious khuzwayo

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well in terms of taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

Pros and Cons

Pros

Tickets activities.
Empower agents.
Gives evaluation through quality management.
Automate customer self-service.
Provides faster and more frictionless customer experience.

Cons

Improve on providing accurate scores.
Improve on automated voice calls.
Customer not wait for too long on the queue.

Return on Investment

Good for monitoring and quality checking.
Increased contact center-generated revenue.
Increased agent productivity.

Usability

It's good for monitoring and quality checking. Overall, I'm happy with Talk Desk. Call quality is great, recordings are high quality, and playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. It has many features and is an omnichannel platform. I like the IVR design the most; it has a lot of functionality to customise interactions between agents and customers.

AI Impact

Talkdesk Workforce Management
Talkdesk Agent Assist
Talkdesk Quality Management Assist

Leveraging AI in the contact center can dramatically increase customer satisfaction and brand loyalty. AI contact center software streamlines many everyday tasks and improves efficiency in contact centers. AI can analyze incoming customer interactions. AI increases efficiency and cuts costs by automating rouTalkdesk, which built the most complete, native, and fully integrated AI platform for customer experience, encompassing applications for self-service tasks and helping agents solve issues quickly and accurately.

Alternatives Considered

Avaya Call Center Elite, CloudTalk and Dialpad Ai Contact Center

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

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?

Yes

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 works wonders as a mediator between customers and agents for the benefit of the business itself. It allows for faster communication and interaction. 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. Talkdesk's disadvantage is that loading and connecting may take some time.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for the kind review of Talkdesk! We are thrilled to hear that it helps you with faster communication and interaction with your customers. We have noted your feedback on improving automated voice calls and will take this to the team for consideration.

Talkdesk review.