Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is currently being used across our whole company in Canada and the US. We have offices in Toronto, Reston, and Boston. This allows remote workers and office workers to share the same department phone numbers and extensions, access the phones system anywhere they are located. As a sales director, I can easily listen to call recordings for my sales team.

Pros and Cons

Call
Transfer calls
call recordings
voicemail notifications

Private lines so others cannot hear VM's
Basic with not many features for a sales team, or analytics
lacking support, takes forever to get any response for something fixed

Return on Investment

Ability for reps to use the Talkdesk and work remotely, not using personal lines
Call coaching for sales management
forward vm's emails to appropriate people to easily listen

Usability

Talkdesk is very easy to use although the call bar always has to be updated and click to call only seems to work in Outlook and not in Salesforce where we need it to work. Support does not seem to have a fix for this and this is not a 1 off it is across departments.

Implementation Rating

Not really part of the implementation process but seemed very easy to get people added and removed from the system. Our IT department handles the Talkdesk platform.

Exceptional Examples of Talkdesk Support

They have been lacking in the support department with no responses for weeks

Alternatives Considered

We are currently going to be ending out contract with Talkdesk and moving to a platform that can have more analytics like Outreach or Salesloft. Also better support, better privacy and over all more robust platform.

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Other Software Used

Drift, Microsoft Teams, Pardot

Likelihood to Recommend

I would recommend this platform depending on the use case. If you are looking for a basic calling platform that a whole company can use or call center then it's a great tool. If you are looking for anything more like analytics, private vm's for departments, quick support for issues then I would look for something else. It works great a [for] inbound and outbound calls and call recordings.

Great call center phone platform but nothing more

Overall Satisfaction with Talkdesk