A Great Product but lacks some integrations
July 12, 2019

A Great Product but lacks some integrations

Tanner Wright | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Currently, Talkdesk is being used only by our support and success departments. We use it for all of our incoming and outgoing calls. We originally decided to implement it to better track the results of our calls. We struggled to know what the main results were of the calls being made, and had no way of dispositioning any of them.

Pros

  • It does great at integrating with Zendesk, which we use for all of our support tickets.
  • It makes it very easy to disposition each call you make.
  • You can transfer calls easily between teams.

Cons

  • The connectivity issues on our end continues to be an issue, which makes it unreliable at times.
  • It can't integrate with Gainsight, which we primarily use on our success team.
  • It has forced us to go back to using landline phones for our Success team, since the reliability and integration just aren't there.
We have struggled a lot with Talkdesk being reliable. We consistently have dropped calls on our end, and a lot of times it doesn't connect at all. It also is a big bummer for us that it does not integrate with Gainisght. We would love to have it writeback all of the activity from our calls to Gainisght.

Talkdesk Feature Ratings

Agent dashboard
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
7
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
9
CRM software integration
5
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Call analytics
9
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8

Comments

More Reviews of Talkdesk