Item: Talkdesk
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We leverage Talkdesk primarily for our customer support call center. We migrated from a more entry-level product looking for more robust reporting and a more friendly user experience. We have been able to provide a user-friendly platform to our associates that have a cohesive feature set. We didn't want to introduce any added complexity to the agents' workday or workflows. It has the added benefit of being rather user-friendly on the admin side. We have been able to enhance our call routing and introduce SMS into our communication channels with little to no involvement from a developer.

Pros and Cons

User Experience.
Historical reporting.
Live dashboard configuration.
Admin experience.

Conversion of legacy features.
Support knowledgebase.
Parts of Omnichannel setup.

Return on Investment

Improved inbound SLA by 20%.
Increased agent productivity by 15%.

Usability

Like any other platform, one has to get used to the layout and language used. The benefit we have experienced with Talkdesk is that the layout and overall flow of the platform are intuitive, which reduces the complexity of the training element. The administrative side is rather intuitive and accessible to the layman administrator who may have a reasonable amount of ACD experience.

Implementation Rating

The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

Exceptional Examples of Talkdesk Support

We have had little need to reach out to Talkdesk for support. The platform is stable and the experience from the user and the admin experience is intuitive. The overall architecture is rather simple and the knowledge base is comprehensive enough for a reason of self-service.

Alternatives Considered

Five9, RingCentral Contact Center, Genesys Cloud CX (formerly Genesys Cloud) and Nextiva VoIP Call Center

Each platform is robust in its feature set. Where Talkdesk crept above all these is in the following areas: ease of use, easy to configure, easy to maintain, easy to integrate yet robust out-of-the-box feature set. Expanding our staffing in order to optimize or maintain the call center platform wasn't an option. We needed something potent, with the potential to grow with us, that was also simple. I found that each of the others was more complex, to varying degrees, and would have required more effort on the user and admin sides.

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 Power BI, Microsoft Teams, Zendesk Support Suite

Likelihood to Recommend

We have a relatively small call center with no integrations currently. I would highly recommend Talkdesk to a mid-tier call center looking for a robust product that isn't going to require a high maintenance cost. We were looking for a platform that had adequate reporting, a strong feature set, and an intuitive user experience. What we found in Talkdesk is a platform "right-sized" for today with ample opportunity to expand as we do.

Simple but potent.

Overall Satisfaction with Talkdesk