TrustRadius
Salesforce integration is awesome
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Grant Womack profile photo
July 20, 2019

Salesforce integration is awesome

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is used by our Guest Experience department to interact with our guests and ensure a culture of excellence between each of our stores.
  • Talkdesk makes it effortless for us to interact with our guests.
  • Talkdesk makes it effortless to record the interactions we have with our guests.
  • Talkdesk makes it possible to ensure a standard of excellence between each of our stores.
  • The User Interface of Talkdesk is amazingly approachable.
  • Talkdesk is very easy to learn and teach.
  • There are occasional outages with Talkdesk.
  • Very rarely, call quality can be quite low.
  • I wish the integration with Salesforce was a bit more seamless.
  • Talkdesk allows us to have a positive influence over the guest experience of our stores from one centralized location.
  • Talkdesk allows us to share the high volume of calls that our stores incur so that our local teams can be more present with our guests.
  • Talkdesk allows us to record our interactions with our guests, so we can strive and learn to be more excellent in every interaction.
Talkdesk is amazing for our situation: having a high volume of calls that need to be accounted for properly and managed well. Talkdesk would be less appropriate if there weren’t a dedicated team in our company that used it. If it were only used by one agent, I’m unsure how appropriate it would be. It works incredibly well as a program implemented by a team.

Talkdesk Feature Ratings

Agent dashboard
10
Outbound response
10
Call forwarding
6
Click-to-call (CTC)
10
Warm transfer
6
Call tracking
10
CRM software integration
5
Inbound call routing
10
Omnichannel inbound routing
10
Quality management
10
Call analytics
8
Historical reporting
10
Live reporting
10
Customer interaction analytics
10