Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

This is being used by our support staff as a dialer and queue. This is only used in the support team for the support phone tree. Our team's purpose for this user is licensing provisioning and troubleshooting any Salesforce issue that relates to this application and the connection this application has to Salesforce.

Pros and Cons

Ease of login
Connection to Salesforce
Ease of use

Dropped calls
Complexity of phone tree
Reporting

Return on Investment

Increased CSAT
Reduced dropped calls
Less training necessary

Alternatives Considered

Mitel MiCollab

Use to use Mitel and we were definitely wanted to get off of their systems. We were very happy to get off of that system. Talkdesk is heads and shoulders above that system. The dropped calls from Mitel was causing a good amount of CSAT issues and Talkdesk has greatly reduced that issue.

Support Rating

The only contact that I have had with the support with Talkdesk support was shortly after the implementation. Most of the contact has been through our IT department and Talkdesk support. I do not believe they have had a good experience with the support team but they tend to think everyone is not providing great 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?

Would you buy Talkdesk again?

Yes

Other Software Used

Xactly SimplyComp, FinancialForce ERP, Salesforce CPQ (formerly SteelBrick)

Likelihood to Recommend

From my experience, this would be a great tool for the support team. For our sales team, this would not be appropriate for their uses. There is no need for our sales team to use the queues which I find as the strongest reason why any org would want to add this application.

Talkdesk gets us talking!

Overall Satisfaction with Talkdesk