Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Talkdesk is used in a few departments across the organization. It is used for any company that calls for clients and not external.

Pros and Cons

Phone flow
Phone reporting
Manage users

Reporting
Live data
Native integrations with other BI

Return on Investment

Agent productivity
Increase CSAT
Overall client experience

It works well however there are many reporting features it lacks. I wish it was easier to generate reports. Some of the widgets in the live dashboard are hard to configure and some don’t have the data we need to display. Very limited.

Implementation Rating

I was not present for implementation but it wasn’t until months after it was completed that reports were done. The reports aren’t what I was looking for either and the implementation partner isn’t responsive

Exceptional Examples of Talkdesk Support

Talkdesk support is great at responding to tickets. I have called a few times and they are great at customer service. Screen share is good as well.

Alternatives Considered

Zendesk Talk

There is no comparison since we already had Talkdesk. We did not want to invest time into Zendesk Talk.

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Other Software Used

Zendesk Support Suite, Salesforce Advertising Studio (formerly social.com), Microsoft Power BI

Likelihood to Recommend

Talkdesk [does] well at complex studio phone flows. They lack in some areas for further drill down in reporting.

Good for what we need, could use analytics improvement

Overall Satisfaction with Talkdesk