Item: Talkdesk
Rating: 6
Author: Alex Jones

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is used for one of our departments within the organization that deals with abuse victims. We have multiple case managers that travel out into the field and are unable to do a whole lot when out there. Talkdesk allows us to have a mobile-friendly contact center.

Pros and Cons

Pros

Mobile-friendly platform.
Ease of use.

Cons

Talkdesk is still a smaller player in the market and has room to grow.
Integrate more with social media platforms.

Return on Investment

Allowed us to customize to meet our needs.
Provided the only mobile friendly cloud contact center platform.

Alternatives Considered

Five9, Genesys PureCloud and NICE inContact CXone

Talkdesk has trouble stacking up against these other major players when it comes to a traditional cloud contact center. The other platforms are more mature and loaded with out of the box features and integrations. However, Talkdesk has something that the others cannot provide at the time of this writing, which is a mobile friendly application for agents. If you have an entirely mobile or a hybrid contact center, Talkdesk cannot be beaten.

Support Rating

Talkdesk's support is great, but occasionally they are hard to understand and there are miscommunications.

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

Five9

Likelihood to Recommend

Talkdesk is very well suited for a mobile contact center if you have people out in the field. Talkdesk has been very willing to work with us to customize their platform and our deployment to meet our very specific business needs.

Talkdesk Feature Ratings

Comments

Please log in to join the conversation

Talkdesk Review