Item: Talkdesk
Rating: 9
Author: Paul James Rea

Use Cases and Deployment Scope

Talkdesk is currently being used by the Operations department in our company, across 3 different sites in multiple countries. We have been able to adapt to working remotely during the COVID-19 pandemic due to the Cloud based approach of Talkdesk.

Pros and Cons

Cloud based
User friendly
It provides well developed tools to monitor performance

The ability to monitor agent performance is weak
It isn't easy to locate specific calls for auditing purposes

Return on Investment

We have been able to monitor a number of factors from an overall picture to agent-specific.
Talkdesk has helped reduced overall wait times to under 30 seconds.

Support Rating

The product is very user friendly but would help to have a dedicated account manager to run through issues when they are encountered.

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

Freshdesk

Likelihood to Recommend

Talkdesk works well in terms of the Cloud-based approach. This has helped on-board colleagues new to roles during the move to working from home for our company.

Support can be quite delayed and a lack of immediate resolutions sometimes impacts our ability to serve customers.

Cloud based solution of contact centre - has worked well during the current pandemic

Overall Satisfaction with Talkdesk