Item: Talkdesk
Rating: 10
Author: Ntombifuthi Zimba

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

I use Talkdesk to communicate with customers and listen to recorded calls because every call that you make or receive is recorded by Talkdesk, which makes it easy to find all recorded calls when you need to go back and check what communication was made with the customer. I also use it to create evaluation tickets for the agents.

Pros and Cons

Pros

Talkdest records calls.
It helps you create ticket evaluations.
Keep record of all inbound calls made.
Keep record of all outbound call made.

Cons

I would like for Talkdesk to add a popup message when you have put customers on hold for too long.
I would like for Talkdesk to add a reminder for a call back.
I would like Talkdesk to notify you when you need to change a status.

Return on Investment

It has helped the organization to have feedback from customers on how to improve the work process.
It has helped agents to have feedback on what they need to improve on when it comes to interacting with customers on calls.
It has help the evaluators access call history.

Usability

I am giving a 10/10 rating because Talkdesk is user-friendly and very easy to use for both agents and evaluators. It is easy to access, and it creates ongoing conversations and stores call recordings, which are things that are always needed at a later stage when one needs to go back on the call and find out what conversation was had with the customer.

AI Impact

Talkdesk Agent Assist
Talkdesk Interaction Analytics
Talkdesk Quality Management Assist

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

Calabrio ONE

Likelihood to Recommend

Talkdesk is well suited for our organization in terms of when you need to go back and listen to conversations made with customers, and it also helps when you need proof that a specific communication has been made with a customer via a phone call. There are call recordings to assist when you need to go back to some conversations made.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
We’re glad to hear Talkdesk’s user-friendly interface, call recordings, and ticket evaluations support your team’s needs. Your suggestions for pop-up reminders for hold times, callbacks, and status changes are appreciated and will be shared with our team for consideration. Thank you for your valuable feedback—it helps us continue to improve!

Talkdesk Review