Talkdesk

Talkdesk is well suited to help customer service reach and get reached by customers and partners and also to monitor team performance. It also helps time analysts to track pick times of contact, so that we can forecast and plan headcount for specific times of the day/week/year and to monitor people's statuses, to see what could be improved.

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

In this pandemic it is hard for users to work from home without the proper software. Talkdesk is a great option to use for call center employees who need to call the whole day. They just need the software and a headset and they are good to go. Talkdesk is less appropriate when people want to use a desk phone.

Talkdesk is perfect for entry-level teams to get up and running but also could be great for more seasoned teams who want a more robust CX. Being able to have callbacks is a nice feature to have right out of the box as other companies will use that as an up charge.

With how complicated the Studio Builder can get, it's hard to ask a co-worker to go in and modify something as it's not super easy to understand / modify. You delete one section of the flow and all the lines change, making it hard to re-connect the dots and finish what I came in to accomplish

Small business might be a little out of scope for Talkdesk, but if you are looking to scale to a Large Org - It absolutely needed to assist you with scaling the org - Helps you bring data to the table.

Talkdesk has been great for us. There have been very minor hiccups in the 3 years in which we have utilized this product. In comparison to other software, Talkdesk is aesthetically appealing, overall easy to use, and very direct in the manner in which it reports information. We have not had any trouble navigating Talkdesk.

Well-suited scenario is when you want to give the best customer experience to your customers. Talkdesk is easy to use and manage as a system administrator. My agents are able to do their work without having so much hassle.

Less appropriate scenario is trying to schedule your agents. some of them lose access to WFM because the settings on the app is getting unchecked for some reason. There are still glitches with the apps for Talkdesk

It’s well suited for a work environment where you work with inbound and outbound calls. Not necessary for private use as it requires an Internet connection. I have been using Talkdesk for 4 years and I am very satisfied.

One example of when Talkdesk was well suited for my organization was when we quickly called through our old leads to light the fire on a few of them. It allowed us to quickly get through the calls and ultimately brought money back into the company's pockets. A scenario where Talkdesk was less appropriate for us was when calls failed to attach to Salesforce during an issue with a client.

In my work, it is always adequate so I can manage many calls a day. It works very well, we make long calls which can reach up to 60 minutes.

Well suited for dialing out to hundreds of leads per day. You can easily call 400+ leads if you put your head down and just do it. I can't think of a scenario where it is less appropriate but I'm sure if you were only using it to make a few calls a day and sometimes the quality wasnt good then it would not be a good software

Best suited- Fast way to communicate with customers. Easy to track the call record. The recording option allows downloading the call for quality check. The chart on the talk desk shows the map of the current service level that makes it easier to check the overall service level of the company. Easy to check each team member's performance. User friendly. Not suited- Not having a chat option.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

It is perfect for live status monitoring. It is difficult to set up our own teams.

I really like being able to conference calls when I have a customer online and they need to talk to the tech, although it would be much better if both sides of the conversation can be recorded. It also saves time when I have a customer call in and they are able to put in their account number.

I absolutely would and have recommended Talkdesk to anyone looking for a telephony solution; whether an easy configuration or complicated, Talkdesk and its robust features are the answer. Remote and on-site workers for inbound calls, as well as, outbound dialing. A plethora of options for integration that are standard.

We love how it integrates with Salesforce to record calls for each guest account.

We have a relatively small call center with no integrations currently. I would highly recommend Talkdesk to a mid-tier call center looking for a robust product that isn't going to require a high maintenance cost. We were looking for a platform that had adequate reporting, a strong feature set, and an intuitive user experience. What we found in Talkdesk is a platform "right-sized" for today with ample opportunity to expand as we do.

Talkdesk is great, it's pretty straightforward and easy to install and start using it. For example, for specific cases, you can have a dedicated line where only X person would be calling, which is an amazing tool. As I mentioned it's really easy and during the pandemic it was one of the easiest tools to set up on agents' laptops, just install and start using it, you could also use the mobile app which gives you more flexibility! Of course, there are some downsides as well. For example, we had routing issues, also the downtimes are unexpected and can last for a few hours.

It is a great tool because it is almost 100% online, I hate the fact that I have to download something additional to use the phone, the call bar I believe its called, I think it is good to have a call bar that can be put anywhere on the screen but it would be great to simply log in and call without having to do anything else at all. Also, Ring group exporting is not great,

Small or large call center operations would benefit greatly from this solution. Other new technologies just do not stand up to the TalkDesk platform. Superior support and customer service overall. Implementation was a breeze! Our organization was caught up in a bulky non-solution that made almost every task difficult and created many barriers that were difficult to overcome. Our previous provider's support was horrible and we had outages constantly.

Talkdesk is well suited for start-ups companies as it provides an affordable service. Their customer service is really personalised and quick which is nice for small companies as sometimes other providers may consider your account as small and they will not be replying proactively or quickly to the queries. I don't think I would recommend Talkdesk for a big corporation/call center as I previously worked with Cisco in a medium-size call center and it had more functionalities. I think Talkdesk is more for a phone service rather than for a call center service.

When customers ask us to call back at a specific time and we can easily put a reminder on Zendesk and link it with the Talkdesk and you can call immediately. This gives us the best customer experience for our customers without impacting our relationship with them. Technically speaking easy it made our job really easy and made us more closure to our customers.

Best suited for situations requiring reports from a specific date/time. Less appropriate when having to know what is going on in real-time. The time between the agent hanging up the call and switching to “After Call Work” or another status is delayed and gives a false impression on the agent slightly. It is by no means a large delay, but it is one nonetheless.

Talkdesk is well suited for corporate America. It is detailed and versatile for everyday business needs. It helps our company deploy nurses every day to emergency situations. Offering many lines and reports to efficiently run a successful activation. With so many features it is one of our best tools.