Item: Talkdesk
Rating: 8
Author: Tim Kyse

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We are using talkdesk for our customer and client support for phone support. We integrate talkdesk into Zendesk so all calls received into talkdesk receive a ticket pop in Zendesk for documentation of that phone call. Talkdesk allows us to document, tag and report phone metrics into our call center.

Pros and Cons

Pros

Call Quality
Easy to use software
Easy to set up

Cons

Reporting
Dashboard metrics
Outages

Return on Investment

Because we are growing so fast, its hard to see the ROI

Alternatives Considered

Teamwork PM, Zendesk, 8x8, 8x8 Virtual Contact Center, Zendesk, Zopim by Zendesk and Wrike

Other Software Used

Teamwork Projects, Zopim by Zendesk, Zendesk, Wrike, Kanban Tool

Likelihood to Recommend

It's suited for contact centers that want to integrate with a ticketing system. It's probably less appropriate for large enterprise customers. Scaling with talkdesk could be an issue for larger clients but I believe talkdesk is working on strategies to improve this flaw. Talkdesk is probably best suited for midsize call centers

Comments

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Talkdesk Review