Item: Talkdesk
Rating: 9
Author: Robert Nunez

Use Cases and Deployment Scope

It is used by our customer service department for our reps to support our customers that need help with our product. The versatility of Talkdesk allows us to support customers and make changes in real time. It allows us to monitor the productivity of our reps as well. Due to Talkdesk being an online platform, our reps can assist our customers both on site and remotely.

Pros and Cons

Extremely responsive to any problems that arise and to suggestions for improvements.
The ability to make changes on the fly due to the user friendly interface.
Ease of managing users

To able to monitor teams (dashboard) separately. Currently you can only monitor them via ring groups (queues)
Support of a mobile app
The ability to create custom reporting

Return on Investment

It has saved us money by allowing us to identify KPIs and areas of improvement for our agents and to optimize their performance
By using Talkdesk, it allows us to provide a better customer experience.
With their integrations to multiple software applications, it make it easy to manage customer data

Usability

The interface is user friendly. With a couple of clicks, you can design and create an IVR that allows you to provide the support your customers needs. You are able to change messaging, hold messages and options with a breeze. The ability to log in no matter where you are to make changes, makes managing your IVR and call center extremely easy.

Support Rating

The Talkdesk support and technical team are always available and ready to respond to an issue you may have. Their twitter and status page is always updated with their status and any issues they may be experiencing. Their team is quick to respond via email and over the phone, they follow up and keep you updated with regards to any issue reported.

Alternatives Considered

We used 8X8

Likelihood to Recommend

The ease to implement and manage makes Talkdesk a great solution for mid range companies. The ability to create and launch IVRs is impressive, you can implement these solutions with a few clicks and provide the level of support that your customers expect. You can record messages on the fly to provide critical information to your customers before reaching a live representative. The call back feature is very popular with our customers.

Why you should check out Talkdesk

Overall Satisfaction with Talkdesk