Item: Talkdesk
Rating: 10
Author: Daniel Borrelli

Use Cases and Deployment Scope

We currently partner with Talkdesk to design custom contact center solutions in the Cloud. Their solution set starts with a fully competent and innovative IVR Studio along with Recording, QM, WFM, and Speech transcription. I view Talkdesk as a game-changer with an affordable yet capable solution that can compete with much larger contact center solution providers.

Pros and Cons

Solid IVR design studio
Nimble professional services
Great partner enablement program

No copy and paste from IVR studio to new workflows
QM, WFM & speech solutions are cutting edge but show promise.
IVR solution not as fully functional as larger solution providers.

Alternatives Considered

Verint Workforce Engagement (Verint Workforce Optimization)

Support Rating

Both customer support and partner support at Talkesk are very helpful and responsive.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Talkdesk is capable of providing enterprise-class solutions for mid-sized to small companies. Its feature-rich contact center solution set is built in-house rather than through acquisition, which is very rare in today's market. I would definitely recommend Talkdesk to a colleague.

Talkdesk provides enterprise-class cloud-based contact center solutions!

Overall Satisfaction with Talkdesk