Item: Talkdesk
Rating: 7
Author: Tyson Bramer

Use Cases and Deployment Scope

Talkdesk is used by the entire company and is a vital part of our business. We are able to communicate with future customers and current customers and ensure all needs are being met. Each department has their own need of the product, as in support, we use the product to take and make calls to resolve our client needs.

Pros and Cons

Simplicity of front end use.
Wonderful support team.
Great product integration.

Poor reporting.
Product seems to fail for many people at home.
The explorer tab is a bit of a mess.

Return on Investment

Quick to learn/teach.
Simple to set up.
Provides decent metrics of users.

Alternatives Considered

8x8 Contact Center

Talkdesk seemed cleaner and more intuitive for a growing company. It seemed like the perfect choice for the current situation we were in. As we have grown, Talkdesk has grown with us and made things easy for us. It is also a great value compared to other phone systems that we had looked into.

Support Rating

The support team has always been so quick and informative when reaching out to them. They have been a great help in resolving any issues or questions that we have.

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 is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

One of my biggest obstacles with Talkdesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

Clean and Simple Product

Overall Satisfaction with Talkdesk