Item: Talkdesk
Rating: 9
Author: Oscar Grullon

Use Cases and Deployment Scope

Talkdesk is currently integrated in our double-digit Salesforce instances, mainly as our click to call telephony tool. Generally, it's used by most our users to drive various types various conversations, everything from the admissions process to support. Prior to Talkdesk our organization had issues with tracking metrics around touch points. Metrics such as: How many calls were we making, the overall quality of the communication and proper review of said communications were basically non-existent.

Pros and Cons

Easily integrates with Salesforce.com.
Minimal set-up required.
Customer support.

Duplicate identification.
Reporting.
Salesforce app updates maintenance.

Return on Investment

Call metric reporting.
Communication standardization.
Historical call logging.

Alternatives Considered

Five9

Talkdesk is far less complicated to integrate and set up with the Salesforce CRM platform.

Support Rating

Support is quick to reply. However, there are times when the CRM knowledge is lacking, leading us to do most of the heavy lifting when determining possibilities around limitations, for example, unique prospect identification on the call bar.

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

Likelihood to Recommend

Talkdesk is a grade above the rest when it comes to integrating with Salesforce and accurately logging/categorizing communication. That being said, the value add is heavily dependent on the size of your organization. Small companies can easily find ways around what Talkdesk can do for you, through Salesforce native functionality or your own ingenuity, but if you're on the bigger side and require the need to monitor communication more closely and delineate types of communication on a more granular level, Talkdesk is right up your alley.

Talkdesk Does the Job!

Overall Satisfaction with Talkdesk