Item: Talkdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We have a team of Customer Service of about 30 agents accross 3 countries (Canada, USA, Colombia). Our agents support our customers through order-taking and other inquiries such as billing. They use Talkdesk for inbound, outbound calls and emails. The call flow is able to identify callers per region to accomodate the language of the caller. We also use Talkdesk to report on performance indicators.

Pros and Cons

Call routing
User friendly user interface
Many communication channels to choose from
No third party services
Product support
Product availability

Reports - not as user friendly, the data quality is not great
Billing - the bill should have more details about usage

Return on Investment

We have not calculated this

Usability

Talkdesk is very easy to use both for the end user and for the configuration of flows. The compagny is always working on new products to improve their product. It application is dependable.

Implementation Rating

I would have liked to spend more time with out implementation consultant to learn more about call routing. When i had to make new call flows, i had to learn in on my own via the documentation and the support staff (who was very helpful). Otherwise, the staff at Talkdesk is very helpful, available and insightful. A pleasure to work with!

AI Impact

Talkdesk Guardian

none

Alternatives Considered

Five9 and Avaya UCaaS

Talkdesk was by far the best fit for our company and the most user friendly. They really invest in their company and it showed from the start. Talkdesk was also more fairly priced.

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?

Yes

Would you buy Talkdesk again?

Yes

Other Software Used

Infor M3, Microsoft Teams, ORTEC for Field Service

Likelihood to Recommend

Talkdesk is very user friendly. There is a lot of support documentation available making it easy for a smaller team to implement it. No need for highly skilled consultants or specific competencies. Perfect for a smaller team. It also has the capacity to support call centers with hundreds of agents making it very versatile.

Talkdesk : optimized call center (30 agents)

Overall Satisfaction with Talkdesk