Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our customer service team uses Talkdesk. Our team is small and the phones would be routed to our personal cell phones. It was tough! Talkdesk has enabled our team to share and track calls, listen to past conversations for training purposes, set up a complex routing system, and listen to voicemails as a team.

Pros and Cons

Talkdesk has enabled our team to share and track calls
We can listen to past conversations for training purposes
It has enabled us to set up a complex routing system

Adding a feature to add more than one IVR per number
Creating a phone app

Return on Investment

Tracking calls is important and something we were never able to do in the past. Being able to analyze our calls, call types, and issues has helped with our marketing and also helped with the creation of self-service documents for our customers.

Alternatives Considered

Phone.com

There is no comparison. Talkdesk is superior in terms of call tracking, monitoring, ease of use. The list goes on for us.

Other Software Used

Help Scout

Likelihood to Recommend

Talkdesk works very well in tracking calls, syncing with our existing email platform, adding customers so we may search and find them quickly to confirm/listen to past conversations. It's nice to be able to assign voicemails, route calls appropriately, and assign dispositions to view call types. There doesn't seem to be an area where it is not appropriate in our company.

Talkdesk has been a asset to our Team!

Overall Satisfaction with Talkdesk