Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.

Pros and Cons

Routes Calls
Adding Ring Groups
Knowledgebase

Reports
LIve Stats

Return on Investment

Doesn't have some standard features with reporting
Does not have whisper option for agents

It is good now, but we had to customize a few things in order for [Talkdesk] to work with our SFDC interface. We still don't have integrated reporting that we need within SFDC as all of the fields are not there to report on. If the reporting would be better within [Talkdesk], maybe I would rate higher, but the reporting really lacks.

Implementation Rating

Had some issues with the lack of call information that is sent to SFDC.

Exceptional Examples of Talkdesk Support

The online support help has gotten A LOT better. I chat with support and know that I can get my questions answered. This changed within the last few months. After we launched, the support was not helpful.

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?

Did implementation of Talkdesk go as expected?

Would you buy Talkdesk again?

Other Software Used

Salesforce Service Cloud

Likelihood to Recommend

Well suited for a small contact center, with our higher volume it was a little tricky, but we got it done

Good but could be great with advanced reporting

Overall Satisfaction with Talkdesk