Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Due to COVID, we were forced to come up with a solution to allow us to keep operating as well as keep our employees safe. We implemented the use of Talkdesk for our remote employees to continue to service our patients while staying safe and healthy at home. After a year of successfully maintaining our patient standards, we will continue to use Talkdesk to support our employees remotely.

Pros and Cons

Allows for remote workers to continue to do their jobs.
Maintains a point of contact for new and current patients.
Easy to use interface.

When logging in, default to "offline" status to avoid potential incoming calls.
After ending a call, default to offline instead of after call work. It sometimes takes longer than three minutes to make notes on the call you just completed.

Return on Investment

I do not have any information regarding the impact Talkdesk has had on our business objectives.

Usability

Talkdesk is easy to use. The Callbar option is easy to install and very user friendly. I prefer Callbar over the web based application for the simplified user functions. Callbar has all same capabilities, just in an easier to manage widget that is easily maintained separately on the desktop as opposed to a full tab in your web browser.

Implementation Rating

I am not privy to the statistical data my company has collected regarding the impact of implementing Talkdesk when the pandemic struck to the present. I can only imagine that it has been a positive tool in maintaining our level of operations while keeping the remote workforce in contact with our clients.

Exceptional Examples of Talkdesk Support

Personally, I have never had to contact Talkdesk regarding a support issue. Infrequently, there have been outages with Talkdesk resulting in loss of capability to maintain contact with clientele. The website was always informative in how the situation was being handled as well as providing potential resolution times if possible.

Alternatives Considered

Talkdesk is the only web based application of its type that I have used.

Other Software Used

Citrix Podio, Help Scout, TherapyNotes

Likelihood to Recommend

Talkdesk is very convenient if you are a remote worker. It allows you to make/receive calls on behalf of your organization without an interruption of workflow. There is also the capability to transfer calls between users, much like if you were in a physical office setting. Given the COVID situation, many companies had to transition to a fully remote workforce, and Talkdesk helps keep you in contact with your client base with little to no interruption.

Working from home still feels like the office with Talkdesk!

Overall Satisfaction with Talkdesk