Talkdesk is a solid solution for call centers and support organizations
July 29, 2021
Talkdesk is a solid solution for call centers and support organizations
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We use Talkdesk as a phone solution for our technical support team. It is only used by our team. We utilize it as a phone queue for customers who call into our support line.
- The UI is easy on the eyes
- The caliber is handy and doesn't depend on keeping a browser window open in order to get calls
- The call flow is easy to configure and training is very straight forward
- Reporting could be better, as its very basic
- Setting up a weekend on-call system is quite a challenge with Talkdesk
- We have issues sometimes where we receive voicemails for missed calls even though 3-4 people were available and no one's line rang
- It has given us a platform for phone calls, where cases are sometimes solved in the call, increasing productivity, reducing ticket times, and increasing CSAT
Our implementation went off very well, but other than that, we've never really had to engage support at Talkdesk for anything other than adding new licenses.
We were using RingCentral before making the switch. RingCentral works fine for a call center type of environment but didn't offer much in regards to setting up an actual call flow that would ring the agent who's been available the longest. It was more of a "ring everyone and whoever gets it, gets it" kind of setup.
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?
I wasn't involved with the selection/purchase process
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
No