Item: Talkdesk
Rating: 10
Author: Andrew Deister

Use Cases and Deployment Scope

Talkdesk is the main tool we use to communicate with our prospective and current students. As a University campus that focuses on adult learners and online education connecting with them helps build our community and share our story.

Pros and Cons

Talkdesk works incredibly for phone connections with clients.
The service provided with new features and any issues has been top notch.

At first, the reporting functionality of Talkdesk was robust but unable to be customized. This resulted in a lot of data to sift through to find what was wanted. The reporting is improving constantly.

Return on Investment

Previously we used a different provider and the switch to Talkdesk was a welcome change for our end users.
The ease of use for our agents has been the best part of using Talkdesk.

Alternatives Considered

8x8 Contact Center

Talkdesk has all the same functionality of 8x8 with less cost and and a cleaner user interface.

Support Rating

When we have had issues, the Talkdesk team has been responsive and worked hard to make things right. They seek to understand our issue and check afterward to make sure the fixes have been what was needed.

Usability

Our agents, some of which are not native to technology tools, find Talkdesk easy to use and they understand what is needed. Those that lead teams find the administrative side of Talkdesk useful and easy to understand.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Any call-center, of any size, would do well to bring Talkdesk on board.

Talkdesk Simply Works

Overall Satisfaction with Talkdesk