Item: Talkdesk
Rating: 10
Author: Nothile Mthethwa

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

In my organization, Talkdesk is used for dialing out and receiving calls. It is also used by our quality assurance team, which monitors and assesses our daily calls and gives us feedback on how we can improve. We also use Talkdesk to answer our lunch breaks. Sometimes, we get rejected calls without Talkdesk ringing. What could assist is if the network issues are fixed, so we may not encounter such issues.

Pros and Cons

Pros

Inbound and outbound calling.
Keeping customer voicemails so we can call back.
The different aux codes are very necessary.
I can easily find my call scores for quality assurance.

Cons

Remind me when my break is about to end.
Change the ringtone to a less harsh one.
Add an emailing system without having to use a different email app.

Return on Investment

Increased customer relations.
Adherence improvements.
Increased communication with within colleagues.

Usability

I give this rating because there isn't much for Talk Desk to improve because it is a very efficient app. I gave it a 90% because there is always room for improvement with each and every app developed. If Talkdesk were to improve on the areas mentioned, it would be a 100% efficient app.

AI Impact

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

It has made a very efficient impact because it has made work very easy and quick. I am able to access all the information I need to hear from my team leader without leaving my workstation, and I am also able to hear from other departments within my workspace. I am able to see my quality scores and understand where I can improve on 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?

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 Suite, Calabrio ONE, Outlook4Gmail

Likelihood to Recommend

It is well suited for making outbound and inbound calls it is very efficient and very easy to understand. I can also communicate with my colleagues without having to stand up and neglect my work space. International calling as well. It should give the user the option to change the ringtone to a more suitable one.

Talkdesk Feature Ratings

Using Talkdesk

Users and Roles

Making and receiving outbound calls is used for upselling, which can help the company gain more customers. Call recordings are also saved on Talkdesk so that we may refer to the calls we made for clarity. We can transfer the relevant departments so that the customers receive the help they require from the correct department.

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for your detailed review! We’re glad to hear that you’re finding value in Talkdesk for both inbound and outbound calls, as well as in the quality assurance process. Your feedback about the reminders for breaks and the ringtone is very helpful; we understand how these features can enhance your experience. Your insights help us make Talkdesk better!

A Review by Nothile Mthethwa