Item: Talkdesk
Rating: 10
Author: Anthony Sandoval

Use Cases and Deployment Scope

We are using Talkdesk for our call center operations, from sales to customer support, success and billing. Talkdesk is the primary source for how our agents interact with clients. Leadership uses Talkdesk tools to monitor volumes, live monitor interactions, and create/present reports highlighting things like talk times, abandonment rate, dispositions and agent activity.

Pros and Cons

Easy to use application.
User friendly interface.
Excellent support.

Reports can sometimes take long to export (minor).
Fast, reliable connection required (understandable).

Return on Investment

Greater visibility of call stats company wide.
Reduced time creating/gathering reporting data.
Increased agent productivity.

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 excellent if you have a mid to large sized sales and customer support operations where industry standard KPI reporting and monitoring are an important factor. Talkdesk is especially useful if you integrating with Salesforce to track your sales and customer interactions as the integration is seamless.

Talkdesk may not be appropriate for very small teams or companies where calls are not the primary interaction with clients.

Talkdesk Review

Overall Satisfaction with Talkdesk