Item: Talkdesk
Rating: 8
Author: Mohammed Mead MSc

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

We use Talkdesk as one of 3 VOIP products across the organisation. You get exceptional out-of-the-box and extra support from the CSM and the account team. As with all products, Talkdesk does have issues, but the support we get makes sure that we recover quickly and get back to normal running. The live alerts could do with being more accurate.

Pros and Cons

Pros

CSM engagement
Product GUI and end user usability
Integration with CRM products

Cons

Live alerting
Understanding the impact of updates
Regional locations for DC
Low Latency reliance

Return on Investment

NPS scores has improved
Helpdesk reach has improved with a single product
Single approach to VOIP strategy

Usability

Its a great product but still has some foibles to get right.

Implementation Rating

AI Impact

Talkdesk Agent Assist
Talkdesk AI Trainer

Alternatives Considered

RingCentral Contact Center

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

Microsoft Teams, RingCentral Contact Center, Avaya Contact Center Select

Likelihood to Recommend

As a product Talkdesk is fundamental to my organization, it provides a global reach to my teams and does clearly integrate with CRM and other products out of the Box. We have deployed various studies across the globe which are managed and maintained by the end user population which make the support easy to maintain. There are some issues with aligning the numbers between ISPs and Talkdesk, but they support you over the whole journey of support.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented a year ago
Thank you for taking the time to review Talkdesk! We appreciate your feedback and are glad to hear you are finding value in the out-of-the-box features and from the support team.

Talkdesk great product