Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We utilize Talkdesk within our Customer Support department; Talkdesk acts as our IVR and routes calls to our available agents, both at home and in the office. We utilize the reporting functions and call monitoring.

Pros and Cons

Admin Platform: easy to use and make quick changes when necessary.
Agent dashboards are easy to set up and access for all team members.

We have the occasional issue with the call bar freezing or not letting agents transfer calls.
Custom reports are not shareable with others, they are visible only to the creator.
Transferred calls are not included in agent's handled call count.

Return on Investment

We are able to utilize Talkdesk without needing to employ a full-time admin for the product.

Support Rating

A lot of online resources available and support is quick to answer questions that are submitted.

Usability

Easy for agents to understand how to use it.

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 works really well for our small contact center. As the team manager, I am also responsible for IVR set up and the studio function makes that easy. There are a lot of helpful resources, which makes it easy to do a lot of things on your own within the product.

Talkdesk is Great!

Overall Satisfaction with Talkdesk