Item: Talkdesk
Rating: 2
Author: Jason Warren

Use Cases and Deployment Scope

Talkdesk is the main platform for our call center team for live chat and calls with over 120 agents taking hundreds of interactions per day. The largest value was the integration we are able to use with our custom CRM for flowing calls based on an understanding of account about which the client calling (services, issues, history, etc)

Pros and Cons

Integrate with our CRM
Client Side Application Launches easily and Work Consistently
Administration Tools are easy to understand and use

Support of issues - resolution is often measured in days\weeks
Omnichannel experience for agents is flawed and configuration options are limited
Typical tools (such as transfer) does not have customization or ability to work with a business
Unable to assign calls from the dashboard
[In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
Omnichannel reporting is terrible

Return on Investment

Helps with call flow to the right team reducing customer time on the phone
Callbacks and voicemail notification help efficiency
Studio is easy to learn and manage - reducing specialized teams for management

Usability

Deployment was successful but challenges persist months after launch. As several modules are at an arm's length from the main application support for issues often takes days when a call center needs responses and resolutions within hours. [I believe] the omnichannel experience is barely working with many errors, missing the ability to configure, and non-existent recording. Advancements of the platform focus on tools that aren't the most valuable to clients in the needs of leveraging of the platform.

Implementation Rating

[In my experience], connect tools took months to deliver and were through with challenges even post-launch.

Exceptional Examples of Talkdesk Support

The customer manager is often supported by leveraging bringing together key stakeholders within the Talkdesk organization and that is appreciated. The outcomes aren't often delivered on which takes away from that effort but the desire to succeed is heard and appreciated.

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

Microsoft Teams

Likelihood to Recommend

It works better in the phone application, likely for a smaller business. I would not recommend it to anyone for its Omnichannel solution. [I feel like it is] more suitable to a company that wants a simple solution, cloud-based with a quick turn uptime.

Opportunity to Improve

Overall Satisfaction with Talkdesk