Item: Talkdesk
Rating: 9
Author: Kallen Bakas

Use Cases and Deployment Scope

Currently, we utilize Talkdesk exclusively for our support teams across all of our products. Talkdesk's easy to use system has allowed us to quickly set up and adjust our IVR, call routings, callback, and voicemail settings. The ability to make these quick adjustments ensure that our clients are getting to the right team, at the right time creating a very positive client experience for our callers.

Pros and Cons

IVR setup and updating
Call routing
Voicemail management
Easy to use
Web-based VoIP

Live reporting isn't always live. It seems to vary from depending on who is looking at it at a given time.
Reporting lacks visuals and is difficult to use. After the launch of Explore, it is more difficult to find the reports our team leads and agents want to see.
Studio Flows reorder while you are working on them, adding confusion to complicated IVRs.
Lack of fields in Reports. There are many things that I would love to report on (e.g. the specific call and agent rejected), but the data is not available in the UI. If an issue occurs where I need this information, I must contact the TD CX team to assist.

Return on Investment

It has made it possible for all of our support teams to be in one system for calls.
The callback feature has helped improve the customer experience by allowing them to get off the phone instead of listening to hold music.
The IVR allows us to build a multi-layered phone tree to meet our needs.
This tool is managed directly by our Support Team thereby enabling us to make changes to the system (IVR, Call Routing) quickly in accordance with customer needs

Support Rating

It is an easy to set up, easy-to-use product that has the ability to be very customizable, and it offers many of the features you would find in a much more expensive tool.

Usability

When onboarding new agents, the training for Talkdesk only takes 5 minutes. The system is very intuitive for agents and for admins alike.

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

Talkdesk is an excellent tool for small to mid-size companies and support teams. It is extremely easy to set up and use and has enough customization in the studio flows to allow you to create extremely complicated IVRs to meet all of your needs. The call monitoring/recording features allow you to coach your agents live or asynchronously and the live reporting allows you to quickly scan to see how your team is doing.

For a large team, I think all the features would meet your needs but the reports. The reports in Explore are cumbersome and difficult to use. It takes time and research to find the right report and often times I find myself in excel merging multiple reports into one usable report. If you have a large team of a few hundred, this task might get out of hand.

Easy to set up and to use!

Overall Satisfaction with Talkdesk