Item: Talkdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Used by a few departments but not the whole cooperation. This has helped the business problem of waiting on vendors to update call flows and change call flows or operating hours. Before we had to wait on vendors whenever we wanted to update these and now we can get it done quickly and easily ourselves.

Pros and Cons

Making it easy to update the call flows
Support
Online documentation
Easy to administrate

Reports are good but are lacking some of metrics we expected.
Some metrics were calculated differently than expected - not bad but made it somewhat difficult to compare past results to current ones.
The SMS feature could use some improvement.

Return on Investment

Reduced AHT by 2% - even with a influx of new agents.
Greatly reduced wait times on updating flows - hours of waiting for changes to improve our setup.
The SMS has opened a whole new world of opportunity and new interactions opening a whole new stream.

Usability

Super simple to use - would be a 10 if notifications were a little better as there are sometimes when not answered as fast as could be due to the way the notifications work especially if you are also looking for SMS. Other than that though it is awesome to use.

Implementation Rating

The implementation went pretty well there were a few hiccups but some of that was in getting the call forwarding right on our end. It was a pretty fast implementation overall from start to finish with support along the way to get it out the door and operational. The support was great to help us understand how best to set it up.

Exceptional Examples of Talkdesk Support

Exceptional support both during implementation time and then beyond as well. During implementation great help setting up and answering questions. Post-implementation, when some vendors stop with exceptional support, Talkdesk support is readily available and willing to help in a timely fashion with any and every question anyone on my team has.

Alternatives Considered

TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) and Cisco Finesse

I prefer Talkdesk as it allows us to be more agile in responding to rapidly changing aspects of our industry. While you can get the basics from any of these the ability to pivot and quickly update and control our own setup without waiting for others to do it for us is so valuable.

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Freshdesk Messaging (Formerly Freshchat), Snagit, TELUS (formerly Xavient Digital) Cloud Contact Center (TC3), Cisco Finesse

Likelihood to Recommend

Talkdesk is well suited if you are looking for easy to learn system that you can update yourself quickly and easily compared to other options. If you are looking to be agile and control your own call flows. If you are uncomfortable editing your own flows (even if it is pretty easy here) this may mitigate one of the best features.

If you are looking for the ability to control your own phone system - then Talkdesk is for you.

Overall Satisfaction with Talkdesk