Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used by our Sales and Customer Experience team as we deal with an older demographic and it is imperative that our team communicates with our customers. Some of the best features Talkdesk has to offer are the call recordings we use for training and the data it collects for analysis. We look forward to continuing to use Talkdesk.

Pros and Cons

Call recordings
Dial out
Reporting

Salesforce integrations
Additional data collection
Ensuring the highest call quality: no feedback, static, etc.

Return on Investment

Training helps our Sales and CX team get better.
Analysis helps our corporate team give the sales team direction like how fast to call and when to call.

Usability

Simple and easy to use for almost anyone. I can set-up new users in less than 2 minutes. Outbounding is easy and each agent makes over 100 calls/day.

Support Rating

I have not needed to use the help desk so I cannot rate this question accurately.

Alternatives Considered

We only have been using TalkDesk here.

Other Software Used

WordPress, LastPass for Business, VWO

Likelihood to Recommend

Talkdesk is well suited for any team that is on the phone for a good portion of the day. It is easy to set-up new users, manage them, and listen to their calls. Talkdesk is not well suited for folks that do not need this data, integration, and/or are not using the phone that much.

Great product: agents are happy and data for analytics is great!

Overall Satisfaction with Talkdesk