Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Talkdesk for our customers' incoming calls to our Customer Support and Sales Departments. Talkdesk allows us to see calls in the queue in real time which has made it possible to adjust our staffing and change our IVR to better support our customers. Talkdesk gave us the ability to really analyze the calls coming in, allowing us to know where the majority of our customers were going within the IVR and how many were dropping off. Having this feature allowed us to modify our IVR to meet our customers' needs.

Pros and Cons

Reporting & dashboards.
Talkdesk Callbar app.
Easy to set up IVR.

SIP integration could use improvement.
Routing to extensions isn't as easy as it should be.

Return on Investment

Increased agent productivity.
Increased CSAT score.
Increased retention rates.

Usability

Overall, a great product for call centers. Would recommend it to any small or medium-size company that is looking for a cost-effective VoIP solution that will integrate into your CSM. Using Talkdesk with our current CSM, we have been able to display the most relevant information to our teams while handling customer requests.

Implementation Rating

Very easy to implement. Talkdesk was able to port our numbers from our previous providers quickly; we were able to make calls with temporary numbers the day that we signed. Talkdesk has been there to support our growth and assist with integrating their product with our current software stack. We have been very satisfied with Talkdesk.

Exceptional Examples of Talkdesk Support

Talkdesk always responds quickly to any concerns. They have helped with multiple integrations and always have the right answer at the right time. Submitting a ticket is easy and updates are frequent when they are helping to resolve issues. Having the ability to call into their support teams when experiencing issues has been a huge advantage.

Alternatives Considered

RingCentral

Talkdesk really seems focused on delivering cutting-edge features for the modern call center. Talkdesk is constantly releasing new features that are both valuable and time-saving. It has been great watching the platform grow over the last few years. We cannot wait to see what new features Talkdesk plans to release.

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

Likelihood to Recommend

Call center operations would be best suited for Talkdesk. Talkdesk is always releasing features to improve its platform. Their support team responds quickly and accurately. Talkdesk is really feature-forward; it has been impressive to see the number of features and integrations they have pushed out year over year. Overall, I would recommend this to a colleague.

Talkdesk: Easy to use VoIP solution

Overall Satisfaction with Talkdesk