Talkdesk: a CCaas that just works
Logan Blackburn | TrustRadius Reviewer
August 15, 2019

Talkdesk: a CCaas that just works

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is used across the organization. We had to replace a Google Voice with a competitor with a real CCaas provider. Talkdesk was far and away the best value on the market. Most other providers are outdated or force inelegant solutions upon legacy systems to compete. We have had a 100% adoption rate. It has been 4 years since we first partnered with Talkdesk. We almost never have an issue. When we do, Talkdesk pushes us notifications and constant updates until the issues are resolved. Thousands of interactions are beautifully handled by our team because of Talkdesk. Management loves that they can see, hear, and replay anything.
  • Value: the feature list is so long that you won't find it other places. Competitors cherry-pick in those side by side comparisons on other review sites so be careful.
  • Reporting: the reporting is simply outstanding. It works without having to manipulate data first. Huge time savings for management.
  • Ramp-up time: If you choose Talkdesk, it will be up and running shockingly quick and it is so easy to use that your team will love it.
  • Call quality: Expect that you will eventually have a quality issue and it will be annoying and hard to diagnose. Usually resolves on its own within an hour. Not system-wide but for individual reps.
  • Wouldn't trade Talkdesk for any other system, we see tremendous value.
Almost no training is required to use Talkdesk, just a little curiosity to poke around.
We rarely use it, the community has great Q&As.
We aren't a call center but we want the ease of doing business and analytics like one. Talkdesk is the perfect solution.
If an angry customer calls, the manager can easily be added to any call to help resolve or escalate the issue. The API is amazing and I can't rave about it enough. If you want to 'live' in another system, but still have your call reports, it is simple. Most employees could do it regardless of their technical training.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
Not Rated
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
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated