Item: Talkdesk
Rating: 10
Author: Ashley Crews-Newton

Use Cases and Deployment Scope

Talkdesk is our go-to communication software. We implemented TalkDesk shortly after setting up our new company location and the change has been a great decision so far. There have been a few issues mostly regarding IT support issues. Call Quality seems to have improved. Occasionally call transfers can be an issue.

Pros and Cons

Clear and Crisp Quality
Easy usability and quick to learn
Love the traditional phone dial set up.

Improve on issues with call transfer issues

Return on Investment

Has helped to cut down call times due to the easy usability
Better call Quality with inbound calling
Easy usability for all generations

Usability

I personally love the traditional phone dial system. As an HR agent who sometimes has to assist with the training of new hires learning the software. The traditional phone dialer seems so simple but that's what makes it easy to use for all generations, not just the younger generations. Definitely very helpful.

Implementation Rating

I do not have a lot of insight to add as to the implementation of Talkdesk as I did help train people within my department on how to use the software. I was not involved in the total implementation process. I will say that from what I did see the process went very smoothly with no complaints that I heard of.

Exceptional Examples of Talkdesk Support

I haven't had any special interactions with Talkdesk. I know occasionally there will be issues with logins but that is handled by each individual management department for their employees. I have heard from what others say that response time is extremely slow when reaching out via email. Generally, once someone does get back to you they are pretty helpful.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Google Hangouts (Classic), Microsoft Teams, Microsoft Excel

Likelihood to Recommend

Talkdesk is a really great software well suited for all different age groups. Most millennials are comfortable with technology, but with the use of the traditional phone dial system it the usability is able to transfer over to being helpful to the less tech-savvy generations as well.

Human Resources Dream

Overall Satisfaction with Talkdesk