Item: Talkdesk
Rating: 10
Author: Nic G

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is used exclusively by our Customer Service Team. We are looking to find a call-center software to better help us route our calls and track metrics for training. We are now able to better connect our customers with an agent who has the training to better resolve their issue without transferring calls. I was also able to introduce KPIs for the department using the metrics.

Pros and Cons

Pros

Call center metrics.
Voicemails.

Cons

Initially the cost seemed high -- however, we are seeing a great ROI.

Return on Investment

Improved training.
Better metrics.
Call monitoring.

Alternatives Considered

8x8 Contact Center

We investigated several other software options before going with Talkdesk. Having a free trial was extremely helpful in testing the usefulness of this software. There were several options that would have helped us to revert back to our old system had we not liked Talkdesk, but fortunately, this software was very well suited for our needs.

Likelihood to Recommend

Talkdesk is well suited in my small team where some of the users are remote. As this is an internet-based phone system, you are not limited in where you can work. We have also found that our customers much prefer calling into 1 toll-free number and having their call routed.

Talkdesk Feature Ratings

Comments

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Really Great Call Center Software