Item: Talkdesk
Rating: 8
Author: Ronald Belcher

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We have been in implementation for the last five months. [We are] currently testing with outbound calls only. We are targeting a soft go-live with incoming calls with limited users next week. We are using Talkdesk in our Operations and Sales offices. I am the Salesforce Administrator here at Solar Optimum, and Talkdesk has a Salesforce integration that our implementation partner helped us set up. Right now, we only have two automations to log a call within Salesforce, incoming as well as outgoing, after a disposition is saved. We used a telephony system called Tenfold prior to this, and not many people here liked it very much. We are using Talkdesk to address the business problem of tracking transferred calls and monitoring who is answering or not answering calls.

Pros and Cons

Pros

The ability to listen live to calls being made by users
Dashboards for call analytics
Availability of setup support and troubleshooting
Ease of use

Cons

During the setup phase, sometimes it seems easier to have a support person in office with us as opposed to setting things up via remote zoom calls. This is especially important when we are in office because users are not apt to want to learn new things under their own motivation.
During negotiating with Sales, they assured us all functionality was available with the SIP devices. After implementing for testing we found out that Agent to Agent transfers are not available while using the SIP device.

Return on Investment

Increased customer retention rates
Reduced wait times for customers calling in
Increased visibility on tracking calls/transfers

Usability

I personally give it a ten, but I rated it a nine because some of our users are not taking well to the software even after being shown Talkdesk Academy and all relevant training materials. I would say this is more of a reflection on the users themselves and their willingness to learn new software than solely on the usability of Talkdesk.

Implementation Rating

Again I would rate this as a 10 for myself, but our implementation has dragged out five months now. We should have gone live a long time ago, but our IT/phone department [and] certain members of [the] management staff were dragging their feet with the implementation. We are rolling this out at two separate offices, and I suspect our [second] office has some issues with the internet connectivity, as some calls seemed to be "dropping" but after going over call logs, we found that the calls were not dropping but instead having some type of connection issue. Not Talkdesk's fault, per se.

Exceptional Examples of Talkdesk Support

The implementation partner that [...] is a part of (I think PPT Solutions out of OK) seems to be a great company. I have only praise for the patience [...] has shown to our sometimes difficult to work with [the] organization. She has been available or makes herself available at almost all times, and she seems to genuinely care.

Alternatives Considered

Tenfold, CloudTalk and AWS Systems Manager

We found that Talkdesk was the leader in all categories except price. They touted a solid integration with Salesforce, which was a primary concern. Tenfold was unable to track transferred calls, so that was the reason for switching to Talkdesk. I think Talkdesk really wowed the C-level decision-makers with their sales presentation and knowledge. The fact that the app itself and the dashboards and UI looks great also helps. For the record, we are such a difficult company to work with that CloudTalk simply told us that it didn't look like a good match. Talkdesk stuck with us despite a lengthy sales and negotiation process.

Key Insights

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?

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Conga Document Generation (Composer + Collaborate), DocuSign, QuickBooks Desktop Enterprise

Likelihood to Recommend

Talkdesk is best suited for an environment where all of the users are using headsets only. We actually tried to implement using both SIP devices and headsets and encountered some limitations. I think Talkdesk is probably best suited for contact/call centers. We are using it to monitor inbound and outbound calls, as well as transfers and availability of our agents who are not necessarily doing a lot of heavy use of the telephony system.

Talkdesk Feature Ratings

Comments

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Salesforce Administrator reviews Talkdesk