Item: Talkdesk
Rating: 6
Author: Shelby Allen

Use Cases and Deployment Scope

Within our branch of the company, we use Talkdesk to assist new hire candidates with questions regarding the I9 process. If they have any questions regarding any part of the paperwork when onboarding. In other departments within the company, Talkdesk is used as a VoIP to help onboard new candidates.

Pros and Cons

Good for VOIP services
Has helped cut cost compared to competitors
Communication within the company

Tech is confusing
Could have better tutorials
Call forward is hard to understand

Return on Investment

Reduced wait time
Reduced handle time
Less dropped calls

Usability

With my experience with the implementation of Talkdesk in our company, I can personally say that while that Talkdesk is very helpful in so many ways the overall usability could use some work. If there were more tutorials that walked you through the functions of the system I think that would be very helpful.

Implementation Rating

Our company specifically had several issues with the implementation of Talkdesk. To be fair a lot of this probably had to do with our company and the internet/tech department here, however, we had a lot of issues with the logins and credentials working correctly. Overall after the implementation process was over and everyone was comfortable with the functionality of Talkdesk, we were much happier with Talkdesk than our previous software.

Exceptional Examples of Talkdesk Support

During one of the most frustrating situations that occurred with Talkdesk, customer service provided me with exceptional support. I was so frustrated and confused with how to resolve my log-in problems, but Lorie in customer service was so sweet and friendly, she helped walk me through the process step by and was so patient. It really turned my day around to a more positive note.

Alternatives Considered

Google Hangouts (Classic) and monday.com

Talkdesk was just way more user-friendly than these competitors. [This is] ironic because these companies advertise being the most user-friendly. It took a while to make our company-wide selection and as someone who normally prefers Google products, I was not expecting to like Talkdesk as much as I ended up liking it.

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

monday.com, Google Ad Manager, Google Hangouts (Classic), AvePoint SharePoint & Microsoft 365 Migration

Likelihood to Recommend

I personally had a hard time when Talkdesk was first implemented within our company because my login did not work, and once we were able to get the log in to work my calling was not functioning properly so I was not able to communicate using Talkdesk as the solution took 2 months to figure out. This, at the time, was very frustrating.

Team Lead Review

Overall Satisfaction with Talkdesk