Good product that in time will be great.
Greg Zalecki Jr. | TrustRadius Reviewer
December 13, 2018

Good product that in time will be great.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is being used by our support teams at Sema4. This addresses the ability of our company to keep advance call metrics, call routing, and record keeping. The integrations are a great solution for using multiple platforms. We are currently using integrations with Salesforce and Slack. I didn't have any previous experience setting up call center software and was able to set up quickly and with minimal help.
  • Instant call metrics, both live and historical.
  • Integration with Salesforce.
  • Call routing that continues to get more advanced.
  • Easy customize and change all settings.
  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
  • We are able to use the call metrics to measure traffic and better staff our support teams.
  • We are able to use the call metrics to better train our support team and point out how to deal with difficult phone calls.
  • Pulling the data for executive report is still very manual and takes more time than needed.
Compared to the other contact center options, Talkdesk was affordable and was easy to setup. What set Talkdesk apart was easy integration with other software. Including Slack, Zendesk, and Salesforce. The new enterprise app center should make some great add-ons available. My only request would be for greater customization of the call metric reports.

Another draw back is the call dispositions are set for the enter contact center and cannot be group specific.
Talkdesk is well suited for small to medium contact centers to customize and setup. You don't need to be an expert to setup and flip the switch.

Reporting is a little harder to customize. Calls do drop and troubleshooting is difficult to find out the root cause. I heard in the next update you will be able to tag these calls which should make resolving easier.

Talkdesk Feature Ratings

Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
8
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
5
Customer interaction analytics
Not Rated