Item: Talkdesk
Rating: 10
Author: Smangele Hlongwa

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We receive phone calls from our clients and sellers needing assistance. We also accept our scores based on our call quality and profile verification based on how we, as agents, handle our calls with our clients and how we carry ourselves. If there is room for improvement, one can read a review from the quality assurance team.

Pros and Cons

Pros

Quality score feedback.
Profile verification feedback.
Efficient communication on phone calls.
Transferring of calls between different departments.

Cons

Customer experience.
Provide a range of options.
Improving agent productivity and performance with call monitoring.

Return on Investment

Provided excellent reputation for the business.
Increased Quality score.

Usability

I have been using Talkdesk since joining the company. It has always been valuable and easy to use. Talkdesk allows our clients easy access. It's reliable and user-friendly. Also, amongst us employees, Talkdesk has been good to use. We receive our daily score so we can improve our business performance.

Implementation Rating

Talkdesk Flexible Deployment is an easy and customizable solution suite for migrating your contact center space to the cloud. Its ease of use is the best. Gents and employees can get started quickly without extensive training. It offers Proactive Notifications and Customer self-service. It offers great customer service and a scalable platform.

AI Impact

Talkdesk Agent Assist

Talkdesk AI products have been improving accuracy, reducing handle time, helping agents get results faster, automatically summarizing customer conversations, and selecting suitable dispositions based on a customer's query. Reduce human error, save money, and make better, data-driven decisions for the entire organization. AI ensures faster response times and a higher satisfaction level.

Alternatives Considered

Talkdesk easily adapts to the evolving needs of sales and support teams and their end customers, driving customer lifetime value and loyalty. Talkdest also supports tickets to chat with an agent for help; it has all the support needed for both agents and clients that we deal with in our organization.

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

Talkdest is well suitable to use and allows for efficient usage; when engaging with customers via phone calls, it will enable access where one can also transfer a call to the appropriate department should the customer call in and what they're querying about is not in your department, it has warm transfer options where you can first explain to the other agent what is the customer querying about before you transfer the call, it can be less appropriate when there are technical issues.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for sharing your detailed feedback. We’re glad to hear that Talkdesk AI has been beneficial in improving accuracy, reducing handle times, and helping agents resolve issues faster. It’s great to know the automated summaries and disposition selection have helped reduce human error and save costs for your organization. We also appreciate your insights on areas for improvement, particularly around customer experience and offering a wider range of options. Your feedback is invaluable as we continue refining our product to ensure even more seamless communication and enhanced agent productivity. Please feel free to reach out to your CSM if you have any specific suggestions or additional feedback—we’re here to help!

User-friendly and efficient to use.