Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Talkdesk for incoming and outgoing calls for our potential customers and members. It's used by the largest department in the company (probably 100-ish people) daily for about a 10-hour stretch. It's been great for tracking internal metrics in addition to providing our potential customers and members excellent customer service.

Pros and Cons

Easy to use.
Clear sound.
Good integration.

Lacks customization.

Return on Investment

It's been helpful for quality control.

Support Rating

We have someone in the company that works with Talkdesk to provide us with internal support. I personally have never had to use the support for Talkdesk. What I hear trickling through the grapevine tells me that the support is quick and communicative. We rarely have problems that last more than a few minutes.

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Salesforce Commerce Cloud, Slack, Zendesk

Likelihood to Recommend

Anything where you're communicating with customers and wanting to track metrics. In addition to being able to replay conversations (for clarity, catching fraudulent activity, quality control, etc) it can also show you how many team members are busy, available, making calls, taking calls, etc. I particularly think it's been helpful on the large scale to help us realize what teams need more or less assistance.

User-friendly!

Overall Satisfaction with Talkdesk