Item: Talkdesk
Rating: 10
Author: Leslie Travis

Use Cases and Deployment Scope

Talkdesk is used by my whole organization. It helps us organize our in coming calls so our callers get fast and reliable service without having to be transferred multiple times. We are able to monitor our call stats in real time so we can make sure we are always staffed sufficiently.

Pros and Cons

Easy to use/learn especially for beginners who have never used this type of service.
Your able to log in and monitor different teams or users in real time.
Able to track calls down to the second.

The ability to be able to place a caller on hold; make an add't phone call then either transfer the caller or bring them on.
Having a status where the user is not accepting incoming "outside" calls but can still accept calls from colleagues.
Being able to transfer a call back into a holding queue.

Return on Investment

I do not have access to this data.
I can not give a knowledgeable opinion.
This would be a good question for our quality service team.
Though my company tries to be very competitive and very cost efficient. If Talkdesk did not meet those needs we would have found another service.

Alternatives Considered

I do not have any other products like Talkdesk I can compare too. I have dealt with multi line systems but this is a first that is online through a computer system and not directly through a phone line. This system is so much for efficient than anything i have ever used.

Other Software Used

Zendesk, Google Authenticator, Google Ads (formerly AdWords)

Likelihood to Recommend

Great for handling large and low volume of calls. Being able to quickly transfer calls is very helpful so your not keeping your customers/clients waiting.

There are times that I need to be able to place the Caller on hold then call out to a third person and then bring the caller on the line. But have not been able to do that. I have to keep the caller on while getting the third on the line.

Easy to use!

Overall Satisfaction with Talkdesk