Item: Talkdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We replaced an on-premise ancient Cisco system with Talkdesk a few years ago. Moving to the cloud and having the AI and reporting tools that come with Talkdesk have been great for us. We require scalability and the option to make changes to call flows quickly which Talkdesk has delivered.

Pros and Cons

Pros

Scalability - Purchasing and launching new phone numbers
Call Flow Changes - Graphic user interface used to plan and adjust call flows
AI Summarization - Summaries created for our agents during calls are spot-on

Cons

Call Holding Alerts - We haven't found a way to get real-time alerts into Slack or email besides the new tool within Live which requires the dashboard be open.
Billing - We've had issues with the accuracy of invoices that we think are fixed but then tend to reappear.
Troubleshooting with VMWare - It's difficult to troubleshoot some issues since we run Talkdesk within VMWare. Guardian's stats don't accurately reflect the full network journey from an agent, to our data center, to Talkdesk.

Return on Investment

AI Summaries have shortened our after call work time and also made our case notes more accurate.
Using a software based business allowed us to throw away the hardware phones on our desks, allowing our hybrid team members to work more efficiently

Usability

Explore reporting can be slow. Building a custom report can sometimes cause browser to freeze. It is challenging to troubleshoot sound qualities and dropped calls since our users are using Talkdesk within VMs.

Implementation Rating

Implementation was good but there were some times when we were able to find answers within the Talkdesk Knowledge Base more quickly than our expert who was helping us. Some of our concerns weren't really addressed beyond accepting an enhancement request.

AI Products & Integrations

Talkdesk Agent Assist
Talkdesk Knowledge Management
Talkdesk Guardian
Talkdesk AI Trainer
Talkdesk Interaction Analytics
Talkdesk Quality Management Assist

The AI tools within Talkdesk have made our team more efficient. When we're able to use an AI tool to assist a particular client inquiry, such us searching keywords with Interaction Analytics, our clients are always impressed.

Alternatives Considered

Cisco Unified Contact Center

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

Smartsheet, ServiceNow Customer Service Management, Calabrio WFM

Likelihood to Recommend

I'd hesitate to recommend Talkdesk to those using VMs because we've had some sound quality issues that are difficult to troubleshoot.

I would most definitely recommend Talkdesk for a company that is making regular changes to call flow and requires these changes to be made in a short amount of time.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
commented 17 days ago
Thank you for sharing your experiencewere thrilled to hear that Talkdesk has supported your move from on-prem to the cloud and delivered the scalability flexibility and AI-driven capabilities your team needs. Its great to know that features such as call flow design rapid number provisioning and AI Summarization are making a real impact for your agents. We also appreciate your candid feedback around call-holding alerts billing accuracy and troubleshooting in VM environments. These are important callouts and input like this helps guide ongoing improvements across our platform and processes. Thank you again for the thoughtful review and recommendation. We value your partnership and are pleased to support your evolving CX needs.

Made the move to Talkdesk and loving it