Item: Talkdesk
Rating: 10
Author: Andile Nxumalo

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

I use Talkdesk to make calls to our customers, to let them know which documents to upload. Talkdesk helps a lot with allowing us to advise our customers on which documents have been uploaded incorrectly or are out of date, or are just missing, so we call them to advise them to upload accordingly.

Pros and Cons

Pros

Call customers from all over the world.
Allows you to aux for break/lunch.
It allows you to call your colleagues to consult about work related stuff.
It allows you to time your breaks and lunch as well.
It allows you to track QA scores.

Cons

I think Talkdesk is easy to use, there are no missing functionality, and I would not change anything about it.

Return on Investment

Improves our productivity as agents, as our productivity is timed.
improves workforce management.
Customers are always satisfied as we hardly have any network issues.

Usability

It is easy to use, it works as a great source of communication between agents and customers. It has features that are straight to the point and are easily remembered. It allows us to work timeously as agents.

AI Impact

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

You are able to consult with colleagues with matters that our customers have. Talkdesk allows me to listen to my calls which allows me to give my customers a better experience and understand my customers' needs. It allows me to not be micro managed as I am able to track the progress of my productivity through Talkdesk. It enhances the value of my work and broadens my skills.

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 Explore, Agency Dashboard

Likelihood to Recommend

When you get your QA score you able to go back to the call and listen to it and hear where you went wrong and to also push back QA fails if you feel you followed the correct process. You are able to change your status after a call which allows you to leave a note after a call. You also given a 1 minute breather after taking a call until you get the next call.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you so much for your positive feedback! We’re thrilled to hear that Talkdesk is making a difference in your workflow and helping you effectively communicate with customers. It’s great to know that features like the ability to make international calls, manage breaks, and track QA scores are enhancing your experience. We’re especially glad that our platform supports you in guiding your customers through the document upload process. Your insights are invaluable, and we’re committed to continuously improving our services.

A review on Talkdesk.