Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used across the whole organisation, from speaking to customers to communicating inter-departmentally. It has helped us reach our company goals of being a better and more efficient contact centre. It has also played a tremendous role in helping us to manage our employees and reward them in regards to their productivity (Talkdesk offfers statistical monitoring and the ability to pull call recordings).

Pros and Cons

Board that gives you the overall view is great as it provides visibility on how well calls are being answered and whether other departments need to get involved.
Stats monitoring is great as it has helped us reward our employees that work particularly hard.
Listening to and joining live calls is a brilliant feature.
Call logging is an effective feature and once again allows the company to become more efficient at answering calls as a whole.

The ability to download and pull call recordings can be tedious at times and would perhaps be made easier with different search filters or the ability to properly search by call telephone number.

Return on Investment

Talkdesk has positively impacted our business as it has made it so much easier for employees to help out our customers an an efficient and friendly manner.

Alternatives Considered

Freshcaller

The call recording feature and the 'live board' that Talkdesk offers is much more effective compared to that of Freshworks. The whole Talkdesk system is a lot more user-friendly and intuitive to use. I will definitely be recommending Talkdesk as opposed to Freshworks when recommending a similar product to other businesses.

Support Rating

All Talkdesk employees are very responsive and willing to help.

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?

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

Likelihood to Recommend

Talkdesk is well suited to our operations department, where they can receive incoming calls from our customers without having to use a physical phone. The statuses Talkdesk offers are particularly good as they can set themselves to unavailable if they are busy so the call does not catch them off guard.

Talkdesk provides great features for my business

Overall Satisfaction with Talkdesk