Item: Talkdesk
Rating: 10
Author: Lexie B

Use Cases and Deployment Scope

We use Talkdesk as our inbound/outbound phone software program. We also use it to report our agent's call metrics and calculate how many inbound and outbound calls they have had daily/weekly/monthly/etc. We have been able to see and calculate who is working, how much they are actually working, and who has talked with each caller, in what queue, and for how long.

Pros and Cons

Indicates how many calls are in the queue
Shows who is calling what line and when
Shows a call log history

The actual time someone called in-this is often a day or two off.
Having the ability to empty a queue without having to take every call.
Incorporating the old version with the new version!

Return on Investment

The ability to fulfill positions quickly
We can monitor agent productivity very well
The more folks we can hold in a queue at one time, the faster it is to roster for deployment

Usability

There isn't usually a lag time frame after Talkdesk loads. We are able to see real-time calls (inbound and outbound), every ring group we need to at once, and we can easily add and remove ring groups to different agents. Being able to see how many times someone has called in or we have called out to has assisted in our decision-making for staffing.

Implementation Rating

I don't mind the newest version of Talkdesk, but I did prefer the old version. It was difficult to learn how to maneuver and we have had a few connectivity issues, but for the most part, Talkdesk fulfills our staffing company needs and capabilities. It can definitely do more than other phone software I have used in the past.

Exceptional Examples of Talkdesk Support

Emergency response is incredibly important. We cannot efficiently fulfill the needs we are asked to, others do not get the assistance and oftentimes medical care they need. Talkdesk has made it possible for us to be able to respond quickly and efficiently to the needs of our staff and clients.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Microsoft Teams, MS SharePoint, AlertMedia

Likelihood to Recommend

Talkdesk has assisted with efficiency at the company I work for. I work for an emergency response staffing company and we must have the ability to be quick about getting positions filled for deployment as soon as we receive our orders from our client. We have had to fill thousands of positions at one time at the last minute's notice and Talkdesk has the ability to keep up with our needs.

Talkdesk!

Overall Satisfaction with Talkdesk