Item: Talkdesk
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Our Company has a large outbound sales operations and Talkdesk is used as our dialer setup to support this operation. Our Company also has an inbound line and required a service that could support both types of calls. Also, the reports and integration with our CRM were two of the essential functionalities our Company requires in a dialer and Talkdesk is able to accomplish both.

Pros and Cons

Report setup
Integration with Bigquery and CRM
Inbound sales

Outbound sales - they are improving on this
Integration with multiple accounts of the same CRM

Return on Investment

Increased contact center revenue
Increased quality due to better dashboards

Usability

The user interface is one of the best in the markets, with smooth integration and several options to have it in the computer (web and app). Also, the dashboard quality allowed us to stop some of the integrations with our internal reports given the quality of the reports generated in-app.

Implementation Rating

We had some issues while implementing the product which resulted in several delays in Talkdesk side. This could be avoided with more information in the purchasing part from the Talkdesk's team. Talkdesk was really good in handling this but this caused multiple delays on our side and the service is still not yet integrated in the entire company.

AI Impact

Other (Please specify below)

At the moment we are not using any AI product to support our activities, besides testing the Talkdesk Agent Assist

Alternatives Considered

GoContact, Aircall and Adversus

Talkdesk accomplished all the functionalities our Company was looking for in a dialer operation setting - predictive dialer, dashboard elaboration, CRM integration, Bigquery integration, call forwarding, IVR, Inbound operation, among others. This is something that the other players do not have as a whole. However, there are developments in GoContact which are allowing the Company to compete in most of the functionalities.

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?

Did implementation of Talkdesk go as expected?

Would you buy Talkdesk again?

Yes

Other Software Used

Pipedrive, Salesforce Marketing Cloud, Google BigQuery

Likelihood to Recommend

Talkdesk has an easy-to-use interface, easier and friendlier than most of other dialers and is has a really strong report functionality which allows to easily track and measure the performance of our operations. Also, the predictive dialer capabilities with agents being logged in multiple campaigns at the same time was other winning functionality that led us to choose Talkdesk. There is room for improvement in the outbound process (Talkdesk was historically focused on inbound) with the reduction of time to call and time to pick up. This is something being addressed by Talkdesk.

Talkdesk is a really strong service with some issues to resolve

Overall Satisfaction with Talkdesk