Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used by the majority of the departments at our company daily.

Pros and Cons

Reporting is awesome.
Super user-friendly.
Easy to set up on your computer.

The update process to the call bar could use some updating.

Return on Investment

It has made it easier for our departments to communicate with each other and our clients.

We used ShoreTel when I first started working there. It didn't have nearly as many of the features Talkdesk has. Our new hires are now able to shadow phone calls at their desk rather than having to run over to another specialist's desk to listen to their call. We also have access to way more reporting. ShoreTel didn't have a call bar like Talkdesk does, so it made things a lot harder than they should have been.

Support Rating

Talkdesk has been amazing for our Support Team and being able to transfer calls across different departments. The reporting aspect has been crucial for our Support Team so we can ensure that there enough specialists on the phones. We used a different product when I first started working at this company and when we made the switch to Talkdesk, it was an absolute game-changer. The integrations they have makes our team's workflow way more efficient. I would recommend this product to anyone and everyone!

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Salesforce CMS

Likelihood to Recommend

Talkdesk allows us to keep track of what specialists are available or on a call. We are able to keep track of and maintain phone coverage using Talkdesk reporting. We are able to click on the status and see how long the specialist has been in that status. We wouldn't be able to keep our phone coverage up without it!

Another feature we like is being able to go back and listen to previous phone calls. This helps when a specialist isn't able to remember every detail of their phone conversation with the client and we need to backtrack.

Talkdesk is the best

Overall Satisfaction with Talkdesk