Item: Talkdesk
Rating: 10
Author: Tim Trentadue

Use Cases and Deployment Scope

Talkdesk has replaced most of our on-prem Avaya and Mitel systems for the entire organization to date. The balance of the kit will be replaced by Talkdesk soon. Talkdesk provides a perfect solution for us as a global company with a mobile workforce. It has provided a centralized way for us to manage colleagues working from a combination of branch offices and home.

Pros and Cons

Professional services to onboard companies.
Support is excellent.
Easy to install client side software on PC and mobile devices.
Easy to manage from cloud-based portal.
Account managers have been very responsive to our needs.
They have developed a healthy support community that has lots of useful info (see https://community.talkdesk.com/s/)

There is currently no way to manage reporting dashboards in a central manner. This is on the roadmap.
There is currently no way to route calls based on agent skills. This is on the roadmap.
A more advanced understanding is required in order to produce meaningful reports right now. This is on the roadmap.

Return on Investment

Increased agent productivity
Improved ability to manage and support

Usability

For the most part, it is absolutely fabulous. When they implement some of the features on the roadmap, it will simplify the support side of things. Simplified support is very important to us because we have limited staff to support telephony.

Implementation Rating

We were able to go from signing contracts to implementing the solution in approx 3 months for approx 100 agents. Talkdesk professional services are very good. My recommendation is to be engaged with them sooner, rather than later so that you can benefit the most from what they have to offer. IT staff will learn a lot if they are involved from the onset of the project.

Exceptional Examples of Talkdesk Support

I submit tickets to Talkdesk support on a weekly basis and they have never let me down. They are fast to engage and thorough with their feedback.

Alternatives Considered

RingCentral

No comparison in my opinion. The user interface, support, and integration capabilities of Talkdesk are superior to RingCentral.

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?

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

Microsoft Endpoint Manager (Microsoft Intune + SCCM), Microsoft Azure, AWS Systems Manager

Likelihood to Recommend

I have been involved in Talkdesk since the beginning with our company. We currently have 7 brands within the business on Talkdesk and more are planned to migrate in 2022. I am a huge proponent for Talkdesk as it has simplified my life tremendously as an IT admin for a global company. I am part of an IT group that is scattered throughout the world, so having a cloud-based phone system like Talkdesk makes perfect sense.

Talkdesk has been the perfect fit for us!

Overall Satisfaction with Talkdesk