Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Works well for our VOIP needs! It's great that it can be used across several departments and keeps info like commonly used contacts quickly accessible. Connects to Salesforce.

Pros and Cons

Connectivity.
Integration.
Ease of use.

Slow at times.
Too many pop-ups.
Easier/clearer reporting.

Return on Investment

Increased data points for reporting.
Integration with email.

Pretty solid in all factors you would use daily, but I think there's still room to improve with simpler reporting. It's a bit convoluted and can take time to get the info you want, but it's all there. There is sometimes also a lag in connecting on a call but it's not significant.

Alternatives Considered

Freshdesk

Used Freshdesk at another business and Talkdesk is definitely better! Virtually no reporting with Freshdesk in comparison, and listening to calls was difficult as if you moved your cursor around, it would stop the call and you would have to start at the beginning.

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?

Yes

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 Commerce Cloud, Loom, LogMeIn Pro

Likelihood to Recommend

Not sure if Talkdesk is the best in the market but there's nothing I'm currently looking for that Talkdesk doesn't have. Good for most small to mid-range companies and the integration with Salesforce makes it so much easier to track data.

Does what it needs to do!

Overall Satisfaction with Talkdesk