Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

In the B2B department, we use it to make outgoing calls to the students in our online school.

Pros and Cons

Very easy to use.
Once you download the call bar, you just have 3 options which make it very simple if you're in a rush.
Complete reports through the website.

Syncing with other programs.
For now, you really need a high-speed connection and wifi doesn't work very good if you're on a call for a long time and a lot of people are on at the same time.

Return on Investment

With the call bar synced with Salesforce, it's a one-click call. If the country code prefix is not written properly or sync doesn't work, the one-click call doesn't work.

It might be a problem of other programs we use, but, in the end, the whole experience when calling gets frustrating when you need to change or add the country call code prefix in each call.
The positive thing is that when all phone numbers and contact details are written & input properly, it is a quick task to maintain the numbers of calls.

Support Rating

Unfortunately, my superior managers take care of contacting the support team, so I cannot evaluate this part 100%. But what I saw is that, as a user, every time we report an issue, it is fixed quickly and efficiently.

Alternatives Considered

Five9 Predictive Dialer

Other Software Used

Microsoft 365 Business

Likelihood to Recommend

The website and the call bar are very easy to use. Exported reports give info we need but could also match better with other programs we use.

You really need a very good internet connection so the calls don't fail. If the WiFi is not working or if you don't have a very high-speed connection, they may fail.

Easy to use

Overall Satisfaction with Talkdesk