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Our target market is customer-centric companies with at least 5 agents looking to improve customer experiences through more personalized, data-driven customer interactions.
BPO's/Outsourcers Insurance providers Consumer Finance Heavily regulated companies eRetail Healthcare Distribution Utilities and Telcos
We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design.
Sometimes we call properties on behalf of residents and need to be able to write down what the property is saying. The frustration of some headphones not working well on it.
Easy integration with Salesforce. Fantastic training from the Talkdesk team and great support.
They tell you to fix it one way, and it gets way worse. It was my decision to get this, and was a really bad mistake.
Great customer success management. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
We weren't even aware it wasn't compatible with google voice either. This we had to learn after the fact and lost clients because of this oversight.
Overall experience has been very strong. The call reliability has been excellent and has made our transition to remote working even easier.
Sometimes I have problems with the App so I have to use it through the website, or it is very slow and I cannot answer a call in time.
There is a lot of useful reporting which could assist the management make better decisions. Overall I would recommend this software for Quality purposes within a company.
As we expanded it got worse and worse. Score Buddy gave me back my Monday mornings.
It offers ability to have various quality set up for different teams, provides transparent information to quality team as well as to customer care specialists.
I don't like that it takes forever to load and crashes a lot. It is very hard to use when this happens.
I very much like the fact that with the help of the Zendesk integration we can achieve a comprehensive and comprehensible evaluation of the interactions of our agents.
Some of the requested reports are coming out with a slight delay in time.
On the other hand, we identify the need for improvement in our processes and training needs within the team. Scorebuddy is a great help to us in this process.
No need to recreate templates or sheets for new months or Agents. Can be used on a tablet for side by side coaching.
Bernard G.: I'm Bernard, Contact Center Cloud Consultant, and I rate the Talkdesk solution a four out of five. For more reviews and information about Talkdesk, click below. Before using the Talkdesk cloud solution, we were using a Nortel PBX with basic call hunting capabilities among different representatives. It just wasn't simply a good solution for us and a cloud solution is what we were looking for. Talkdesk was chosen after evaluating a few vendors because it provided our retail store the ability to integrate with our CRM system, which happens to be the Microsoft Dynamic Solution. ,When a customer calls in for a phone order, the Talkdesk solution would be able to identify who the customer is and integrate with the CRM and pull up their previous purchases. It would also automatically integrate and let us know which of our promotions are relevant for what they've bought in the past, a great opportunity to upsell the customer and make them satisfied by really knowing them better than ever before. Talkdesk was relatively easy to integrate with our CRM system. It required a little bit of input from the VAR in how to configure it. The basic queuing logic was definitely very easy to establish and that was up and running very quickly. The artificial intelligence capabilities were a bit hard to really grasp in terms of what can really be done in a production setting but, overall, our goals for having a live operating system among the agents was easily met and is in operation today. If you're evaluating a cloud-based contact center solution, I would put Talkdesk on your list of two or three providers to consider and to evaluate. You may want to look at inContact or NICE inContact and Five9 as well. The best thing of all three is that these are all very hungry, successful companies that are really wanting to earn your business and so you can play up one against another to get the best pricing available. Overall, all three of them will work extremely well with the most popular CRM systems of Salesforce and Microsoft Dynamics and others but, generally speaking, I would say you want to discuss this with a VAR, if you have one, on which one they have worked with in the past. That will have greater success of having your CRM system implemented effectively and lead to a successful deployment. Overall, I think you will find that the Talkdesk solution absolutely can be made effective for almost any size business.
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