Currently, Talkdesk is our main telephony software. We use the software as a medium to receive inbound calls, voicemails, and to make outbound calls. We also rely on Talkdesk for reporting purposes of team metrics.
Pros
Reports.
Daily Functionality.
Stability.
Optimization.
Cons
Training.
Likelihood to Recommend
Talkdesk has been great for us. There have been very minor hiccups in the 3 years in which we have utilized this product. In comparison to other software, Talkdesk is aesthetically appealing, overall easy to use, and very direct in the manner in which it reports information. We have not had any trouble navigating Talkdesk.
We have been in implementation for the last five months. [We are] currently testing with outbound calls only. We are targeting a soft go-live with incoming calls with limited users next week. We are using Talkdesk in our Operations and Sales offices. I am the Salesforce Administrator here at Solar Optimum, and Talkdesk has a Salesforce integration that our implementation partner helped us set up. Right now, we only have two automations to log a call within Salesforce, incoming as well as outgoing, after a disposition is saved. We used a telephony system called Tenfold prior to this, and not many people here liked it very much. We are using Talkdesk to address the business problem of tracking transferred calls and monitoring who is answering or not answering calls.
Pros
The ability to listen live to calls being made by users
Dashboards for call analytics
Availability of setup support and troubleshooting
Ease of use
Cons
During the setup phase, sometimes it seems easier to have a support person in office with us as opposed to setting things up via remote zoom calls. This is especially important when we are in office because users are not apt to want to learn new things under their own motivation.
During negotiating with Sales, they assured us all functionality was available with the SIP devices. After implementing for testing we found out that Agent to Agent transfers are not available while using the SIP device.
Likelihood to Recommend
Talkdesk is best suited for an environment where all of the users are using headsets only. We actually tried to implement using both SIP devices and headsets and encountered some limitations. I think Talkdesk is probably best suited for contact/call centers. We are using it to monitor inbound and outbound calls, as well as transfers and availability of our agents who are not necessarily doing a lot of heavy use of the telephony system.
Talkdesk is being used by our Technical Support team to support customer requests with issues concerning our software and hardware. Talkdesk takes care of call routing and queuing.
Pros
Call routing.
Automation.
Call queuing.
Cons
Technical support.
Purchase numbers.
Putting in a support request.
Pricing.
Likelihood to Recommend
Considering its functionality, Talkdesk works pretty well but has a lot of technical issues and maintenance associated with it. Calls coming from customers and getting to the right department is something Talkdesk does well and is well suited for along with automation of processes like missed and abandon calls.
VU
Verified User
Manager in Information Technology (Mining & Metals company, 501-1000 employees)
