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Talkdesk a fantastic CRM integration tool
March 02, 2019

Talkdesk a fantastic CRM integration tool

Justin Hoang | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used by Helix in order to implement customer data into metrics and analytics. Additionally, Talkdesk is being used in order to monitor calls, as well as linking calls with Salesforce. We are able to troubleshoot errors with users while using Talkdesk. Talkdesk is currently being used by the customer support department.
  • Talkdesk links calls to Salesforce cases.
  • Talkdesk monitors calls.
  • Talkdesk monitors active agents.
  • Talkdesk does not always link the cases to Salesforce.
  • Talkdesk does not always connect to Salesforce.
  • Talkdesk sometimes leaves agents offline.
  • Great for analytics
  • Great for employee monitoring
  • Lost in connected calls due to TalkDesk bug
Talkdesk is well suited when a customer calls and is trying to troubleshoot an error. We are able to pull up the customer's information upon answering the call. This allows for optimal time with customer and allows us to not waste time.

Talkdesk is not well suited when it does not link the call to the case. This makes us lose the phone call and we are unable to connect the a call to a case.

Talkdesk Feature Ratings

7.3
Agent dashboard
9
Validate callers
8
Outbound response
8
Click-to-call (CTC)
8
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
7
CRM software integration
5
8.1
Inbound call routing
9
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated