Item: Talkdesk
Rating: 9
Author: Sarah Blair

Use Cases and Deployment Scope

We leverage Talkdesk for interaction management with our customers. We primarily work with voice, chat, email, and OB SMS. Our main objective was to find a vendor that could transition from small business to medium and provide omnichannel functionality. As we grow, we may consider adding the QA and WFM functionality as well.

Pros and Cons

Voice clairty
OB SMS
Chat
IB email management

Reporting/analytics
OB email messaging

Return on Investment

Our customer experience is solid
We have been able to reduce costs for support

Alternatives Considered

NICE inContact CXone, Aspect Unified IP, Five9 and RingCentral Contact Center

inContact has all the functionality but it's clunky and support is not as great. Five9 is a great price but the UI is not as strong. We chose Talkdesk because we wanted something we could use as we grow. We also thought Talkdesk had the most potential for being a leader in the industry down the road.

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

Other Software Used

NICE inContact CXone, Aspect CXP Pro, RingCentral Contact Center

Likelihood to Recommend

Talkdesk is a great telephony platform for small and medium-sized organizations. They have a UI that is easy to use and the training materials are fantastic. They have built a solid foundation and as they continue to refine the current functionality, with some added features, they should be able to eventually tap into the larger organizations.

Great UI and Good Value!

Overall Satisfaction with Talkdesk