Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use Talkdesk on a daily basis to connect with prospective leads regarding their interest in our product. Without Talkdesk, we would have traditional phones and have to manually dial each phone number. With the app, we can click to dial and log our call notes within the platform which will translate to our CRM system.

Pros and Cons

efficiency with dialing
call logging
data analytics of productivity metrics

Connectivity issues
Call drops
lengthy down times

Return on Investment

Increased inbound calls
Increase agent productivity
Management views on productivity

Usability

Talkdesk is great except for the common outages we see almost weekly. When there is an outage, it can last up to a few hours at times, which will affect agent productivity.

Implementation Rating

Implementation of Talkdesk was very easy and simple. The platform is easy to navigate, even for those who are not used to working in a call center.

Exceptional Examples of Talkdesk Support

Talkdesk will keep us posted on outages and the status of the outages. Otherwise. I do not interact with them regarding support within my role.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Likelihood to Recommend

Talkdesk helps make a company more efficient when it comes to the amount of dials we are able to do within a day. The downfall of Talkdesk are the amount of outages and down time if there is a maintenance concern. While there is a support page to report outages, we don't always get alerted of the issues and they can sometimes last for half of the work day, which causes a decrease in production.

Talkdesk helps with overall productivity and agent efficiency

Overall Satisfaction with Talkdesk