Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

I use Talkdesk for my position as a virtual Admissions Counselor. Talkdesk is a telephone system that we use, which allows me to perform outreach to prospective students and applicants for our graduate program. Without Talkdesk, I would not be able to make the calls and assist students with understanding our program and/or applying.

Pros and Cons

Communicates well with Saleforce.
Acts a telephone.
Call Recording.
Call Forwarding.

Improved Communication with Salesforce to avoid disruptions.
Improved communication when Talkdesk has tech issues.
Improved ability to adjust size of Talkdesk widget.

Return on Investment

Agent Productivity.
Customer Outreach.
Customer contact data.

Usability

In my position, I use Talkdesk every day. Talkdesk is reliable.

Implementation Rating

I am not a part of the team that handled the initial deployment or implementation.

Exceptional Examples of Talkdesk Support

Once Talkdesk for our entire Student Engagement department went down. Their overall company had a tech issue. Talkdesk provided a webpage for us to monitor the progress of the restoration and kept us informed.

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

Likelihood to Recommend

Talkdesk is best suited for a call center environment. It can handle fast-paced calling and call forwarding in a highly responsive call center. It also allows for call recording. Management has the options to follow up and review calls with staff. Talkdesk also allows for voicemail management and keeps a running list of calls of voicemails stored daily.

Talkdesk works well for Call Center Environments!

Overall Satisfaction with Talkdesk