Item: Talkdesk
Rating: 9
Author: Tharaka Ranbadu

Use Cases and Deployment Scope

We use Talkdesk in two departments: Customer service and Sales. We primarily use it for call routing and Zendesk/Salesforce integration.

Pros and Cons

Call routing
Zendesk integration
Salesforce integration

Voicemail handling
Voicemail transcription
Admin studio

Return on Investment

Increased agent productivity.
Reduced average handle times.

Agent dashboard is good though the voicemail section needs improvement. Admin Studio needs improvement where functions can be edited and updated easily without having to duplicate an existing function, create a new one, and copy/paste the function and make the new edits.

Implementation Rating

The implementation team did a great job helping us set up the system. It was done in less than a month.

Exceptional Examples of Talkdesk Support

We've only used Talkdesk for about 3 months so far and not a lot of tickets were opened. Though the few times we opened them, they were handled fast.

Alternatives Considered

Five9 and 8x8 Contact Center

The reason we selected Talkdesk is because of the Salesforce integration. We found out Talkdesk/Salesforce integration is superior compared to the other vendors.

Other Software Used

Zoom, Zoom Phone, Slack

Likelihood to Recommend

Talkdesk works really well for handling customers' calls using Zendesk and Salesforce or even area codes for routing.

Talkdesk to the rescue

Overall Satisfaction with Talkdesk