Talkdesk handles all our VOIP phone needs!
Bill Cummings | TrustRadius Reviewer
March 05, 2019

Talkdesk handles all our VOIP phone needs!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

We use Talkdesk as our exclusive VOIP in the customer service department. Management does not use it. We take all inbound calls through it, and place all outbound calls with it as well. The menu for inbound calls helps us to filter by sales or service. With integration through Freshdesk, we can assess a voicemail content quickly with the transcript. This improves our efficiency.
  • Customization -- we can set up all our outbound messages in the caller menu, and the caller then can select the appropriate department. We can prioritize inbound calls during busy times
  • Transcripts -- While not 100% accurate, the voice to text conversion is quite helpful
  • Caller ID -- we can generally tell when an existing customer is calling in -- this allows us to get a jump on locating order details, etc.
  • Pop-ups -- regardless of the window being used, you can always see when a call is coming in
  • Set Up -- there are some industry specific abbreviations used in some menus that make it more time consuming to set up outbound call recordings since some research is required.
  • Transcripts -- like most voice recognition, it's not perfect. But other tools that I use (Pixel 2 phone by Google, for example) are far more accurate.
  • Gitches sometimes require re-launching the app
  • Talkdesk is a big plus -- we are a remote team and sales are driven partially through inbound calls
  • I wasn't personally part of the selection for this product, but it does seem expensive.
  • Callers don't realize this isn't a standard phone system -- a big plus, as that provides a certain level of legitimacy to our organization that does nearly all our sales online. Our products are at the $3000 price-point, so this is significant to us.
Freshphone was terrible. Unusable over 50% of the time. Talkdesk is vastly superior.
It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated