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Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We're currently using Talkdeskin two of our departments where we have to make outbound dials and receive inbound calls.

There are 3 major
problems we were trying to address when switching over from our previous call center vendor:

Improve overall integration with SalesForce,
Decrease the overhead of
configuration and setting up IVRs, and
Increase the reliability and access
to call center metrics/reports.

Pros and Cons

Pros

Configuration of IVRs and Users is incredibly easy compared to our last vendor.
The integration between SalesForce and TalkDesk is very straightforward, we love how the call recording link gets added to the SF Object.
The built in reports are visually appealing and pretty robust.

Cons

Talkdesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one.
We had some complications during on-boarding, specifically one of their admins changed a config that caused an outage - this was a few years ago and I'm sure things have improved.

Return on Investment

Improved integration with Salesforce has decreased our maintenance costs and increased our agent satisfaction.
Increased reliability and access to call center metrics/reports has improved our conversion rates.

Alternatives Considered

We didn't investigate many alternatives.

Likelihood to Recommend

Talkdesk is pretty well suited for any outbound/inbound call center.