Item: Talkdesk
Rating: 9
Author: Sanelisiwe Radebe

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use the Talkdesk to receive inbound and outbound calls, change statuses for relevant situations, see our quality scores, check how many calls we have made, see coaching documents, and listen to our calls.

Pros and Cons

Pros

It allows you to determine the outcome of the call.
Keeps track of my quality assurance scores.
It has a voicemail option.

Cons

It may remind you when it's time for your break.
It may notify you when you have scheduled a callback.

Return on Investment

It allows you to see your Quality scores and be able to improve.
It allows you to track your daily targets.

Usability

I'm giving this the most decisive match or score because it lets you track your daily productivity. You can keep track of your outbound and inbound calls and quality scores to see your improvement, or you will improve daily, weekly, or monthly.

AI Impact

Talkdesk Workforce Management
Talkdesk Agent Assist
Talkdesk Knowledge Management
Talkdesk Quality Management Assist

It has made an impeccable impact because it has saved me time. I do not have to go to management or to the quality assurance team to know my work progress and where I need to improve because everything is sent to Talkdesk. I can find previous call recordings on Talkdesk wherever I need to confirm the seller's details.

Alternatives Considered

Agency Dashboard

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

Agency Dashboard, Zendesk Chat, Outlook4Gmail

Likelihood to Recommend

It is more suited for outbound calling. It allows you to leave voicemails and keep track of your outbound calls. However, there is room for improvement, as sometimes calls are not recorded, meaning you are unable to listen to some calls.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
We’re thrilled to hear how the platform has streamlined your work and given you direct access to your quality assurance scores, call recordings, and overall performance insights. It's great to know these features are helping you save time and stay on top of your progress independently. We appreciate your feedback on reminders for breaks and callbacks as well. We’re continuously refining Talkdesk to enhance the user experience, so your input on these notifications is very valuable. Thanks again for your review, and please don’t hesitate to reach out if you have further insights or questions!