Talkdesk - One Less Thing to Worry About

Talkdesk is intuitively designed, leading to a very simple and easy-to-understand interface for our agents. I don't tend to find that most phone systems are needlessly complex for agent use-case, but I have definitely seen less friendly design. The administration is very easy as well, with most capabilities explained and easily located. We're able to make changes on the fly as needed and with no difficulty, to support call spikes and holiday volumes, as well as changes in agent skill requirements, or to change/acquire phone numbers.

Implementation has been successful, along with APIs for both of our CRM systems, to allow for some ticketing automation, in addition to helpful touchpoints for later analysis. Very little work was required on our end. When it was required, partnership from Talkdesk was accessible and on point. We have a remote team, as well as center-based agent populations, using a variety of operating systems with very few issues and no global issues with Talkdesk.

Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.