Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Talkdesk allows our company to connect with colleagues from across the country with the touch of a button. Instead of dialing a number, we are able to simply select someone's name to transfer a call. We also utilize the ring group feature, where a call goes through a web of employees in order from who is best equipped for that specific call. This allows our guests to always get someone on the other line and allows their call to be directed in the correct direction. This is incredibly helpful in customer service, where instead of a voicemail a guest gets put in a "queue" with their call answered in order. They also have the option of receiving a callback, which has been incredibly helpful with wait times.

Pros and Cons

Address internal issues quickly and solves any IT problems that arise in an efficient fashion
Allows our large company to stay connected, and easily reach anyone in the company
Allows our customers to have a quick and successful call experience by being routed to the correct agent

There is still improvement to be done in the "pause recording" function so that guests' personal information is not recorded
I wish another call could come in while I'm on the other line or show me when someone is calling while I'm on the other line. This would be helpful to see if I need to put someone on hold and transfer the other line.

Return on Investment

Increased agent productivity (by showing them how many calls are in queue)
Increased response time (since we are able to track this)

Usability

Talkdesk has been helpful in allowing our agents to conduct their jobs in an efficient way by utilizing the phone systems. We are able to transfer calls easily to other agents or ring groups. This is a feature I use daily, and I couldn't imagine having a nationwide company without this service.

Implementation Rating

It took some getting used to, but through training and Talkdesk optimization, we were able to adopt it within a year. Now, I can't imagine going back.

Alternatives Considered

n/a

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

I can't imagine using anything else!

Overall Satisfaction with Talkdesk