A Softphone That's Hard to Use
September 08, 2017
A Softphone That's Hard to Use
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is used by (only) our sales development organization as a soft phone. Using Talkdesk, our SDRs follow up on inbound leads and perform outbound cold-calling to set meetings for their field counterparts. They also host discovery and qualification calls using this software. The point of the soft phone is to allow our SDRs to qualify opportunities for pipeline generation.
- Our Talkdesk CSM is extremely helpful and friendly. Probably the main highlight of using their technology.
- Their support team is quick to respond to opened tickets.
- Talkdesk's product managers have been good about keeping us in the loop on upcoming releases.
- The technology is generally unreliable. We encounter a lot of issues with call quality, lagging, and failure to dial. These issues have persisted unresolved for over a year.
- Salesforce integration is minimal and unreliable. Many of our Salesforce contacts show up as duplicates in Talkdesk, with no way to ascertain which is the correct one or merge duplicates.
- General phone features have been missing for a long time. Uploading a voicemail greeting is tedious and convoluted; there is no redial button.
- The business of the organization using Talkdesk is measured in meetings set and pipeline generated. It's hard to point to a specific number due to the changing landscape that Talkdesk has supported over the last year or two, but in general we seem to have lost a number of opportunities for meetings and/or business due to the unreliability of the technology.
- The number of bugs and issues we have had with Talkdesk has also eaten up a significant amount of time of our relatively small team supporting technology used by our sales organization. This would qualify as a negative impact as well, especially relative to other vendors.