Talkdesk CX Cloud

What differentiates Talkdesk CX Cloud from other similar products?

Talkdesk technology offers the best return on investment with real purchase and operating costs, without exposing reliability and support, is required to perform call audits of our agents in our contact center backing. This is where you see the grade; they upload their audit containing their findings and comments on how agents handled their calls and emails. This is also the tool our agents recognize for their audits.

What is your favorite aspect of this product?

Provides a glimpse of up-to-date program productivity trends, reliable reference guide for agents on how they track their QA performance, consistent data trader for information on overall equipment performance in condition monitoring. Talkdesk provides a super simple, modular interface that we molded to meet our needs.

What do you dislike most about this product?

The reporting database while downloading in Excel shows some extra gaps that sometimes create roadblocks, but can be easily fixed there as well. It would be great to have a dashboard with all group members to see how many follow-ups they have received in the month so far and if they have ongoing training.

What recommendations would you give to someone considering this product?

It can be used for an agent, fundamentals, reports and even leadership. The tool is easy to navigate and use, and is a one-stop shop for reporting and analysis purposes. This tool is useful especially in productivity management. Talkdesk is the tool used by our QA team to filter these responses and provide critical feedback to team members.

What differentiates Talkdesk CX Cloud from other similar products?

We can work from the Talkdesk platform to answer and make all our phone calls through the control team and audit the phone calls that subordinates have with our customers, through the auditor we send the collection of that data on phone calls for analysis, staff planning and agent performance.

What is your favorite aspect of this product?

Due to the simplicity and ease of using the tools for the product has all the features, including the ability to call anywhere highlighting that can reach international levels and taking out many of its variables in truth the platform is very complete at the structural level and tools for us who are carriers of the service as we also have a digital voicemail, contact management, analysis statistics and integration with CRMs.

What do you dislike most about this product?

It should have better performance in functions such as merging contact information, so as not to have numerous duplicate contacts in the list and the version in the web browser is not responsive at times and it is necessary to refresh the page to return to the page we were, add a report schedule also so that they can be visual as having a visual representation of the status of an agent throughout his shift.

What recommendations would you give to someone considering this product?

We had the opportunity to use other software because we did not know Talkdesk and we had many misfortunes along the way because it did not fulfill basic functions such as connecting all calls, which meant that a customer would call us and leave a message, but none of our agents were called or notified. And like that a lot of other problems. We recommend Talkdesk It is very suitable for large teams. We currently have a team of 75 people and it works great for us.

What differentiates Talkdesk CX Cloud from other similar products?

Since we have been using this software, communications with our clients have advanced and improved greatly, since we can attend them quickly from any of the available channels, in the same control panel. It has a user interface that is really simple to use and very friendly, making the whole team adapt to it quickly.

What is your favorite aspect of this product?

In the area of telephone service, it has important tools such as call recording and routing of each call, so that the most skilled agents can solve customer problems. This routing option also has other communication channels such as chats, email, messaging and more, so that all customers are served in order of priority and with the agents trained to meet their demand.

What do you dislike most about this product?

I imagine that, being such a complete software, it can slow down and be heavy at times, so having a good internet connection and a good computer, is important so that the program does not hang. To access the history of calls and customers is cumbersome, since it does not have a good search engine, to easily find the call, chats or customer we are looking for.

What recommendations would you give to someone considering this product?

It's a great tool because it's almost 100% online, but it's better to log in and call and do nothing else. Also, the exporting of caller groups is not very good. I like that it is primarily web based, and having to download the call bar to make calls makes it more difficult for the user. The design of the phone is a real drawback, TD only has one level design, so it can be difficult to sort through phones, especially when you have reps with multiple skills.