Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is Great! We use it for answering all calls we receive (about 1800 a day). It records them for us so we are able to go back and listen/grade the calls and representatives on how they did. I recommend Talkdesk to anyone in customer service!

Pros and Cons

Allows us to redact calls when we receive sensitive information.
Call recordings are always clear and easy to get to/listen to.
Their reporting system we use to keep track of call volume and service level is great and easy to read and understand.

On the reporting page, I wish the people who take calls for us would show up on one page as a list instead of having to toggle through several to get to who I need to see.

Return on Investment

Less system crashes than previous phone so it makes the process of taking calls go smoother.

Usability

Talkdesk makes taking calls easy and effective! Would recommend it to anyone.

Support Rating

They are quick in letting us know when there is an issue with the system and to expect problems, then they are quick to fix the problem so we only experience issues for a short period.

Alternatives Considered

The phone system we previously used was a lot less reliable than the phone system we currently use.

Likelihood to Recommend

Talkdesk would be great for anyone in customer service who uses softphones. They make taking calls and the process of dispositioning calls a breeze. Talkdesk would be a useful tool for anyone who needs another option besides hard phones. It has all of the same capabilities as a hard phone but its right there on your computer.

Great product!

Overall Satisfaction with Talkdesk