A great option for a growing call center
August 21, 2020
A great option for a growing call center
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Our department switched from 8x8 to Talkdesk due to the ability the software has to integrate with Salesforce. With 8x8 we experienced frequent crashes and audio issues, and although we still have occasional problems with audio quality and calls dropping the user experience is drastically improved. Now, customer information is pulled up automatically if they are in our database, and instead of having to copy and paste into a SF case, the info is transposed in the case with a click of a button. Alternatively, if the call can be handled in one fell swoop we now have the option of entering a brief note instead of multiple case comments. We have reduced our average call handling time dramatically, allowing us to help more customers faster.
- Integration
- Customer Support
- Ease of use
- Ability for agents and supervisors to see statuses at a glance
- Reporting can be difficult to navigate
- Would like the ability to set recurring appointments on Workforce Management
- Occasionally have to clear program cache
- Reduce average handling time.
- Route difficult calls to more experienced reps.
- Adjust scheduling to optimize phone coverage.
8x8 doesn't come close and InContact was out of our price range.
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