Item: Talkdesk
Rating: 7
Author: Kyler D

Use Cases and Deployment Scope

Talkdesk was used across the organization. It's a fantastic phone solution that gave us great visibility into what queues our employees were in and where we needed attention. We were able to access patterns and send information to Talkdesk in order to analyze trends both in incoming traffic and in employee behavior!

Pros and Cons

User interface
Dashboard views
Ease of use

Additional customization availability.
Ability to manage settings and queues for multiple employees or groups at once.
Difficult to adjust macro settings.

Return on Investment

Ability to track call avoidance
Ability to access time theft
Ability to validate customers

Usability

Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!

Support Rating

I really didn't ever contact support for Talkdesk. I'm not able to speak to the benefits provided in this manner! As an administrator, I was told often that there were things or changes that could not be made and that's the reason I don't have much information to add here.

Alternatives Considered

We've been using ACW recently and we've really enjoyed that process. That being said, I definitely miss the views available in Talkdesk. The visuals made it incredibly easy to know where I needed to focus my efforts. Often, I'd reference it to see where I had available agents, or to see how long they'd been in different statuses.

Other Software Used

TSheets, QuickBooks Online, QuickBooks Desktop Pro

Likelihood to Recommend

Talkdesk is great for an inbound phone team that doesn't need to transfer across many departments. I think that in an environment with substantial queues and the need for specificity, Talkdesk isn't the best choice. As our team grew, we thought that the additional reporting and customization of other systems was more beneficial to our business.

Great Phone Solution!

Overall Satisfaction with Talkdesk