Item: Talkdesk
Rating: 8
Author: Angel Gamboa

Use Cases and Deployment Scope

We use Talkdesk to communicate with our customers. We have customers across LATAM and Mexico and not all carriers provide coverage for all LATAM countries. Talkdesk does, that's why it works for us.

Pros and Cons

Data exporting.
Ease of use.
Country coverage.

Report personalization.
Calls drop frequently.

Return on Investment

Most KPIs will be impacted by other factors but a reliable means of communication will always have a positive impact on CSAT.
Occupancy levels.
Productivity.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed. It could do better on reporting personalization, views that would only show what you need to see etc., but you can always scroll down to the report you need.

Exceptional Examples of Talkdesk Support

Most queries I have been able to resolve on my own in their website.

Alternatives Considered

Five9, Avaya Cloud Office and Amazon Connect

I would still prefer Five9 over Talkdesk but I am quite comfortable with Talkdesk.

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 CMS, Zendesk Explore, Zendesk Chat

Likelihood to Recommend

Overall it works fine, it is great if you are starting up but there are many other options out there that are significantly less expensive and with very similar capabilities.

Talkdesk is all right, not the best not the worst but it will get the job done.

Overall Satisfaction with Talkdesk