Item: Talkdesk
Rating: 9
Author: E'Llysa A

Use Cases and Deployment Scope

In our customer service department, Talkdesk is being used to monitor our service level as well as monitor our agents' statuses. We make sure our agents are in the correct statuses in the correct times and make sure they are not going over their breaks and watching their after-call work.

Pros and Cons

Monitor agent statuses.
Monitor service level.
Monitor stats.

Fetching data screen when getting calls gets stuck.
At times an agent can be available at their work station but will be marked in another status on the lead's station.

Return on Investment

It has been positive thus far.

Alternatives Considered

Amazon Simple Notification Service (SNS)

Support Rating

I have never had an issue that needed support.

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Salesforce Commerce Cloud

Likelihood to Recommend

Talkdesk is very easy to learn to use which in turn makes it very user-friendly. Even the employees that are not tech-savvy will be able to use this product with ease. Everything is on one page, under different tabs, so you can more efficiently monitor your calls. Being in the lead position makes it easier to keep the employees on track.

Talkdesk is great

Overall Satisfaction with Talkdesk