Item: Talkdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use Talkdesk on a daily basis to engage with customers and colleagues, making it easy to connect globally. Besides that, we are able to track our own quality scores assessed by our quality team, check our daily activities of calls, being able to aux different aux codes in between your working hours aligning with your daily adherence. In short, Talkdesk is great and user-friendly.

Pros and Cons

Pros

Activity tracking
Checking quality scores through Quality Management
Automate customer self-service
Delivers fast and efficient customer experience
Time tracking during aux codes
Call Listening

Cons

Improve on providing accurate scoring
Improvement in automated voice calls
Receiving Voicemails from customers as agents

Return on Investment

Increased agent productivity
Increased customer satisfaction
Increased contact center-generated revenue

Usability

I am definitely giving it a 10 in view of the fact that it is user-friendly and a very consistent software. It provides the best customer support. It contains features that are flexible and easy to adapt. Overall Talkdesk is a very reliable software that makes an agent's work much more easy & convenient.

AI Impact

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

Personally, Talkdesk has had a great impact on me. It has increased my productivity by automating routine tasks, expanding my skills as an employee, and also increasing the value of work. Having the Academy AI shows to being very thoughtful as it offers a set of certifications tailored to your role so you can quickly become a power user of Talkdesk.

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?

Yes

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

I use Talkdesk to make outbound and receive inbound calls. Tracking my productivity and activities, and receiving evaluations that enable me to see where I made mistakes or where to improve in terms of customer service in calls that make and receive. Lastly, Talkdesk solves the operational burden and work overload within the campaign and our service level.

Talkdesk Feature Ratings

Using Talkdesk

Users and Roles

151 - The business functions that it represents are customer service experience, engaging with customers, and providing appropriate working tools for workforce management, agent notifications, and scoring of performance and coaching, being able to receive inbound and make outbound calls with a high-quality engagement. Additionally, self-service options and personalized interactions tobboost satisfaction

Support Headcount Required

151 - Flexibility.Attention to detail.Knowledge retention.Organization.Friendly.Calm under pressure. Effective communication skills.Speed.Creativity.Patience.Empathy.Problem-solvinPredict and prevent future problems.Active listening. Protect customers from negative outcomes. Don’t neglect communication and collaboration, never stop learning. Help customers help themselves.Clear and effective communication. Stay cool, cal,m and collected under pressure.g skills.

Business Processes Supported

Interacting with customers
Quality management
Contacts
Workforce management

Innovative Uses

Quality management
workforce management
interactions

Future Planned Uses

interacting
scoring performance
quality management
workforce management

Likelihood to Renew

A 9 rating due to, talk desk is user-friendly, very easy, and convenient to use. It is a contact center software that helps in maintaining business continuity. Contributing to a positive experience for both customers and agents, as well as customers' and agents' feedback. Focuses and maintaining on agent productivity and performance, customer relationship management, and strong selling points.

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for your thoughtful review! We’re thrilled to hear that you find Talkdesk user-friendly and effective for tracking quality scores and managing daily activities. Your feedback on areas for improvement, particularly regarding accurate scoring and automated voice calls, is invaluable to us. We’re continuously working to enhance our platform and appreciate your insights as we strive to deliver an even better customer experience. If you have any further suggestions, please don’t hesitate to reach out!

Let's Talkdesk.