Item: Talkdesk
Rating: 9
Author: Vítor Hugo Pacheco

Use Cases and Deployment Scope

Talkdesk is used across all of Goldenergy, except for some BPO partners for whom we don't make the decision of which contact center software to use. We use it as our contact center and internal voice communication. Talkdesk handles our public hotlines support with IVR structures with both human and self-care options to solve our customers' requests.

Pros and Cons

Easy to set up
User friendly interface
Stable and realiable in any bandwith context

Billing is hard to understand
Lack of some features in Outbound solutions
Adding and removing licenses should be more flexible (in terms of costs)

Return on Investment

Immediately after the deployment, we reduced our inbound calls by providing a reliable self-care IVR solution for our customers.
We haven't achieved yet our ROI based on sales improvements.
Our teams have a flexible solution that allows them to work from home anytime.

Alternatives Considered

Alcatel-Lucent OSS, Collab OneContact CC and GoContact

Talkdesk is easier to manage and has a major advantage that is a native connection with our future CRM (Salesforce) solution. The fact that our agents are VPN and extra software free is also an advantage. They just need Google Chrome to start working on their personal or corporate computer. Right now we're going through some improvements in our solution to match our needs, and it's been a tough but rewarding path with mutual learning.

Support Rating

Although the support is fast and easy to reach, if you make the courses in academy and read carefully the support knowledge base you dont need to reach them very often.

In some scenarios we find hard to get a response that matches our requests, specially when it comes to very techincal issues, in my opinion there is a big distance between the eng team and the support.

Usability

That's the major argument for Talkdesk--it is in the true sense of the word easy to use and to set up, no doubt about that. I only need 10 minutes to train an agent to use Talkdesk in terms of how they answer a call, register a log, make a transfer, etc.

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Did implementation of Talkdesk go as expected?

Would you buy Talkdesk again?

Yes

Other Software Used

GoContact, Microsoft Teams, Salesforce Community Cloud

Likelihood to Recommend

Do you have a small/medium company and need a fast, easy to set up solution, and don't want to depend on your/external IT department for this? Talkdesk suits 100% of your needs.

If you run a large-scale contact center and want a solution that allows you to move your entire workforce to home at a glimpse, you can count on Talkdesk for this. But if you need a full solution for outbound mass campaigns please be aware that Talkdesk has room for improvement (they're doing it) in this specific area.

Working with Talkdesk for a year and a half now...

Overall Satisfaction with Talkdesk