Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

In a call center environment, make and receive calls as well as voicemail options. I also use TD for various reporting tasks, monitoring the call queues, call volume, and productivity of my folks. Basically, it serves as the main point of contact for all our customers who make a choice to call our support center.

Pros and Cons

Tracks call details.
Helps navigate all relevant call center data.
Makes it easy to answer and make calls using stored contact data.

Training materials are clunky and often hard to find.
Platform is not super stable with issues 2-3 times per month.
Widget is often glitchy and typically I will only use the web based option.

Return on Investment

Reduced ABA.
Increased trust in leaving voicemails.
Increased agent productivity.
Seamless integration with Salesforce.

Usability

Although TD is a very robust program, the stability of the platform and the difficulty in finding and implementing training materials, such as various reporting functions, can make it quite cumbersome. There also seem to be many features available for an additional fee that would be nice to try out before needing to pay for them.

Implementation Rating

N/A

Exceptional Examples of Talkdesk Support

Not yet unfortuantely.

Alternatives Considered

I was not involved in the initial implementation and review of TD and other products.

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

Salesforce Lightning Platform

Likelihood to Recommend

1. With a large call volume, it helps manage and sort all incoming calls and voicemails. 2. It can be a bit difficult to generate reports with the relevant information I need. See my comment about training materials earlier. 3. Very easy and intuitive to use, even for new employees.

TD Review.

Overall Satisfaction with Talkdesk