Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is the main phone management solution in our company, it is integrated with our database and ticketing systems. It is used by all the customer-facing departments and is used around the clock as we provide 24x7 technical support.
The reliability of the product is the main focal point as this is the guarantee of SLA compliance from our part with our customers. Talkdesk has no hardware dependency which makes it an ideal solution for mobile work models.

Pros and Cons

Mobility
Good technical support
Customer oriented
Ease of use

Reporting tool can be improved
Call routing configuration can be simplified
more insight on routing historic data

Return on Investment

Helped improved CSAT
Helped improve NPS
Helped improve call quality
More work is needed on queue management

Alternatives Considered

Avaya Business Communications Manager (discontinued)

Talkdesk is not hardware dependent and allows mobile work. It has mobile versions as well as workstation-based versions. But, Avaya provides more control on the skill sets and priority of the agents on different queues. Avaya is also more thorough on the reporting side as the reporting is more customizable.
There is a price competitiveness when it comes to Talkdesk, and Talkdesk does not require experienced users to manage it. It gives the agents flexibility and a view on the queue as well throughout the portal.

Support Rating

I am a heavy user of Talkdesk as I manage the configuration and I am following the queue availability, KPI calculations, and adherence through Talkdesk. That is why I open A LOT of cases with their support, they have an excellent first response rate, good follow up and update rate, and good customer orientation. They are organized and efficient internal process for fast resolution and provide good handover of the cases between different departments.

Usability

Talkdesk is easy to use and does not require an experienced user to manage it, either from an admin or a user perspective. The portal allows the admin to assign different access privileges to different users depending on their tasks, which allows the maximum usability of the tool. It is easily integrated with our ticketing system, which gives a good insight on the team's performance

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

Other Software Used

Salesforce CMS, Polycom RealPresence Group Series, Polycom Trio

Likelihood to Recommend

Talkdesk is best when you have a team working in different places, or if part of your workforce is mobile or working from home. Talkdesk is best when you do not have a person dedicated to the call management/queue management, it is an easy to use tool that does not require a lot of work from your end. Talkdesk is best if you use Salesforce as it integrates flawlessly.

Talkdesk should be suitable if you need heavy reporting, but I've seen other products that are better in that.
Skill sets and priorities on the queue is still a missing feature

Good solution for mobile teams

Overall Satisfaction with Talkdesk