If you are looking for the ability to control your own phone system - then Talkdesk is for you.
November 20, 2021
If you are looking for the ability to control your own phone system - then Talkdesk is for you.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
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.
- 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.
- 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.
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.
- 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.
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