Talkdesk is a great company with a great product
Anonymous | TrustRadius Reviewer
December 08, 2018

Talkdesk is a great company with a great product

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Our company uses Talkdesk for all of our employees. Our inside sales and support representatives use the integration with our CRM, while our administrative positions use the back office functionality. We moved to Talkdesk because our previous provider was hard to work with. Talkdesk is flexible and easy to administer and support. Whenever we need something adjusted we contact our IT department who makes the adjustment with just a few clicks.
  • Talkdesk integrates well with Salesforce. This integration makes sense for a call center like ours that uses sales and service cloud.
  • Talkdesk is great at seeking customer feedback. They are quick to collect feedback and quick to action that feedback. They care about what their customers think and they are always looking for ways to improve.
  • Talkdesk is a cloud-based solution, making it easy to update and adjust. Our last provider was not and it became difficult to make updates. In addition to being easy to use, the service is great. Whenever we have an issue our support representative is always quick to respond.
  • I'd like to see Talkdesk make it easier to update our custom IVR. At their last conference, they talked about adding some functionality for drag and drop IVR adjustments. I hope they come out with that feature soon.
  • I did notice that some of the reporting is basic. Right now, when you adjust your service level the adjustment only affects your metrics moving forward. I'd like to be able to see how the change affected our previous calls.
  • We have had some minor trouble setting up the caller ID for our users with DIDs.
  • We've only had Talkdesk for a short time, but the time we've had them we've been able to avoid outages which were a consistent issue with our previous provider.
  • The reporting tool for Talkdesk is modern and easy to follow. This allows us to display live call center metrics on the floor TV where all the reps can see. Having visibility has helped our reps to rally to improve our service level by 15%.
  • Talkdesk allows us to spin up new IVR settings quickly. This is critical for us as we are a global business. In the past, it would take weeks to a month to get a new line but now we can get the IVR spun up as fast as we get the recordings created.
We evaluated Ring Central at the same time we evaluated Talkdesk. The Ring Central product looks like a good product but ultimately we chose to go with Talkdesk because of the attention we got from Talkdesk during the sales cycle. Talkdesk was very responsive to our questions. During the demo process, they asked to come on sight to watch our agents to get a feel for how their tool could support our organization. Overall we were very impressed with the way they treated us during the sales cycle and after.

With Ring Central, we had some issues with them meeting our scheduling needs.
Talkdesk was great about supporting us when we had to significantly shorten the timing of our implementation. Our previous platform had some major issues that caused us to need to implement much quicker. Talkdesk was very helpful and willing to speed things up. They also gave us great support over the next several weeks as we worked out kinks from the quick implementation.

Talkdesk works great for a smaller call center like ours. I don't have a lot of experience with large call centers, but I would imagine they work well in that scenario as well.

Talkdesk Feature Ratings

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