November 20, 2019
Score 10 out of 10
Overall Satisfaction with Talkdesk
Talkdesk is used by our agents to answer incoming calls to our support center. Talkdesk is also used to make outbound calls to clients and conduct three-way calls, if necessary. It is easy to answer calls and to complete warm transfers and cold transfers. The application allows us to keep track and record the calls if needed.
- We are able to successfully route calls to specific departments.
- We are able to transfer to other departments with ease.
- MiCloud Connect (formerly ShoreTel)
it was not very easy to use - the transferring was not seamless there were constant issues with the service being down. Connections were poor at times and I felt like it was truly just a desk phone - no click-to-call and no real way to see agents who were live etc.
I have never used the support for Talkdesk - if I had used the customer support I am sure I would have a different review. I do know that when we have issues they are easily fixable and if it is a systemwide issue they are very great about addressing it.
Do you think Talkdesk delivers good value for the price?
Are you happy with Talkdesk's feature set?
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?
It's very well suited to deal with high volume calls but also for everyday use as well. We use it for our support team which can get up to 50 calls per day per person and as well in our strategy department which can use it to click-to-call quickly to address people's needs.