Item: Talkdesk
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used by a number of functions within the company. It allows us to be in contact with clients remotely when working from home as all calls can be taken online rather than through a fixed landline, which is a great advantage to us, especially during the current pandemic. It is also great that it is integrated within Salesforce.

Pros and Cons

Calls can be taken online, no need for fixed landline.
Can be integrated within Salesforce which is an incredibly useful tool.
Allows good recording of call metrics in a user friendly manner.

There can occasionally be glitches with the Salesforce integration.
It would be great to have some further FAQ to help agents with queries.
All agents must update software independently on their own devices.

Return on Investment

Increased agent satisfaction
Increased ease of use
Better monitoring of metrics

Usability

Talkdesk is generally a very functional tool which I would certainly recommend for those who are looking for a contact center software that can be integrated within Salesforce. It is incredibly user-friendly and makes tracking important metrics simple. My main reason for not giving it a 10/10 is that there can occasionally be glitches which can make it frustrating to use as an agent.

Implementation Rating

Implementation was relatively smooth and straightforward. As the software is pretty user-friendly it was easy for agents to get to grips with it, however, it would have been helpful to have training documentation.

Alternatives Considered

Talkdesk is much more straightforward to use than Natterbox and has a sleeker design in my opinion. It also has better reporting features.

Other Software Used

Slack, Salesforce CMS, Google Authenticator

Likelihood to Recommend

Talkdesk is great for medium-sized enterprises that need the software integrated within their CRM. It is also great for companies where agents often work remotely. It is user-friendly and has a simple design that makes not only taking and making calls easy but also monitoring metrics across teams.

Generally a great feature!

Overall Satisfaction with Talkdesk