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My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.

In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.

A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.

The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.

Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.

TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.

TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.

It could be better if TalkDesk could notify whenever I need to aux.

I have been using TalkDesk for the past six to seven years.

TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.

TalkDesk's scalability is great for business as it is very scalable.

The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.

Before, I was using a tool called Ring.

TalkDesk is deployed in my organization using a hybrid cloud.

I purchased TalkDesk through the AWS Marketplace.

I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.

According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.

Before choosing TalkDesk, I evaluated other options including HubSpot CRM.

Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.

TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.

My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.

TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.

I would rate TalkDesk an eight out of ten according to my user experience.

TalkDesk is our primary omnichannel product, and it meets the needs of our customers as it allows AI integration as well as opening up lots of different types of channels for customers to receive communication from their customers.

Our team uses TalkDesk as our telephony system for our inbound contact center that handles technical support for our organization, where we were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all of our various teams and clients, which TalkDesk provides.

TalkDesk allows our team to speak with our clients and customers effectively and seamlessly, and this is best used by our support staff to ensure our business needs are being addressed in a timely manner.

Some of the best features that TalkDesk offers are ease of use and customization, valuable training resources, responsive support, and also AI and automation capabilities, Agent Assist, and speech analytics and sentiment analysis.

All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs.

TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.

Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.

Reporting can take a long time to load, and the administration user interface can be unintuitive if you are not familiar with it, and it lacks bulk SMS capabilities.

The call update is not always accurate, and we can only see the actual number of calls we made the following day, so this should be improved.

I have been using TalkDesk for five to six years.

TalkDesk customer service receives a rating of five out of five.

Positive

We are really satisfied as agents with TalkDesk because it helps us check how many inbound and outbound calls we have made so far, as an individual and also company-wide, and checks the calls of the whole team, and it is very user-friendly.

The advice I would give to others looking into using TalkDesk is that it is suited in every scenario, and the best part I love about TalkDesk is that it displays the customer information immediately, the moment a call comes in.

I have given this product an overall rating of nine out of ten.

Hybrid Cloud

Amazon Web Services (AWS)