Item: Talkdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use it wo ensure that everyone is able to measure their productivity within the business. Helps work force management to manage the company's productivity, checking the available status for agents. It is also used to provide quality feedback from the quality assessors directly to yourself reducing the strain and stress for waiting to get feedback from the management teams.

Pros and Cons

Pros

Outbound calls
Leaving notes of what was discussed on the call
Listening to calls
Live view of agent status

Cons

changing status
Call listening for different departments
timer for leaving notes

Return on Investment

Increased productivity
Improved call quality
Active listening

Usability

It is simply because Talkdesk is easy to use and you are able to leave notes while you are on the call giving it ease for the next person to get an overview of what was discussed instead of asking the same information that was provided. Calls are easily accessible

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

Slack, Grammarly, Calabrio ONE

Likelihood to Recommend

When you are making a call and having to leave notes while on the call, the wrap up time in particular is limited especially when you need to leave detailed notes. What I like most about Talkdesk is that the call reference number allows you to listen to the call to find out what was discussed by the previous agent limiting the time for you to ask the customer the same questions when they have already provided an answer.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented 2 years ago
Thank you so much for sharing your thoughts on Talkdesk. We are thrilled to hear it is simple to use and helping you increase call productivity. Thanks for choosing Talkdesk!

Excellent