Item: Talkdesk
Rating: 9
Author: Ayanda Mwandla

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use Talkdesk to take inbound calls and make outbound calls. It allows us to call customers and chase for necessary documents and they can also call us if they have any queries retaled to the sale. It allows us to place the calls on hold while we verify the documents. It is very effective because it allows agents to track their calls for the day.

Pros and Cons

Pros

It allows agents to receive evaluation scores of calls and tickets, which is great because agents are always up to date with the scores for the month.
It allows agents to see how many inbound and outbound calls they have for the day, which means we don't have to wait for the updates to be sent, and we can also track our updates.
It allows us to transfer calls to different departments, which is good for customer journey because they have all their questions answered in one call.

Cons

Talkdesk sometimes have a tendency of glitching during calls which makes the seller to end up dropping calls because the can't hear the agents properly.
The call update is not always accurate; we can only see the actual number of calls we made the following day.
The calls that we transfer or that are transferred to us does not count on the calls for the day.

Return on Investment

It allows agents to receive quality evaluations.
Agents are able to aux on different statutes, including break, lunch, after-call work, and admin.
Allows agents to take calls that are transferred from other documents.
Agents can track call updates.

Usability

Talkdesk is very effective and easy to use. Agents have access to change the status or the next activity. It also flashes "NEXT ACTIVITY" a minute before the agent can change to their next activity, which is a good thing because sometimes we lose track of time during the calls. It also has contacts for all agents if there's a need to make an internal call.

AI Products & Integrations

Other (please specify below)

I am not familiar with any of the integrations above. However, Talkdesk has a positive impact on all agents when it comes to being effective and being updated with the quality evaluations and tracking daily calls. The app is easy to navigate, even a person with low computer skills can be able to use it.

Alternatives Considered

Email Tracking for Zendesk, Calabrio WFM, Slack and Note Dashboard

Talkdesk is the most used, as we are a voice company, which means we have to have inbound and outbound calls throughout the day. We find tickets on Zendesk, send chasers, and call the seller on Talkdesk. Calabrio allows us to see daily break schedules and a monthly off-day schedule. After we have made calls on Talkdesk we go to the dashboard and leave hard notes, change the status of the case, and pass qualifying documents.

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

Other Software Used

Email Tracking for Zendesk, E-Sign Dashboard, Calabrio WFM, Slack

Likelihood to Recommend

Talkdesk is less appropriate when we are queuing because it only allows us to have 30 seconds after the call work, which sometimes is not enough because there are some cases where we have to escalate some queries to the UK documents team or to the seller. We could use more after-call work so we can have more time to leave a detailed note and escalate if necessary.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented 5 months ago
Thank you for your detailed feedback Were glad to hear that Talkdesk is helping your team stay up to date with evaluation scores track call activity and support a smoother customer journey through effective call transfers. We appreciate you pointing out areas for improvement such as occasional glitches call tracking accuracy and how transferred calls are counted. These are valuable insights and well share them with our team as we work to enhance the overall experience.

Very effective and easy to navigate.