Item: Talkdesk
Rating: 8
Author: Christie Blom

Use Cases and Deployment Scope

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Pros and Cons

Recording of calls
Data analytics
Syncs with other platforms

Has occasional bugs that give errors when attempting to log calls.
Sometimes has log in issues or doesn't sync properly.

Return on Investment

Increased agent productivity
Increases in call volume due to smooth process

Usability

I would give Talkdesk an 8 since although there are some areas that are still needing improvement, it is still one of the best in the market and provides its users with a smooth general experience. For salespersons that do not utilize text often and rely mostly on call, this can be a great application to initiate, record, and track calls with analytics.

Implementation Rating

The process for deployment was a simple and easy transition with no issues in connecting all of our representatives to Talkdesk.

Exceptional Examples of Talkdesk Support

I have not needed to receive any additional support, so I cannot comment on this.

Alternatives Considered

8x8 Contact Center

Our company previously used 8x8, which was reducing productivity due to frequent call dropping and failure to log calls properly. Talkdesk has been much more reliable and has allowed us to increase our productivity with fewer issues.

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?

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

Salesloft, Slack, Zoom

Likelihood to Recommend

Talkdesk is one of the best calling services in the market, and although there are occasional bugs that may be encountered on a daily basis, it still beats other competitors in the market by far with its reliability and consistency. Talkdesk does not have a smooth texting feature, however, and this is an area that could be further improved upon.

A great product for sales teams

Overall Satisfaction with Talkdesk