Talkdesk Review
December 13, 2019

Talkdesk Review

Alex Jones | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used for one of our departments within the organization that deals with abuse victims. We have multiple case managers that travel out into the field and are unable to do a whole lot when out there. Talkdesk allows us to have a mobile-friendly contact center.

Pros

  • Mobile-friendly platform.
  • Ease of use.

Cons

  • Talkdesk is still a smaller player in the market and has room to grow.
  • Integrate more with social media platforms.
  • Allowed us to customize to meet our needs.
  • Provided the only mobile friendly cloud contact center platform.
Talkdesk has trouble stacking up against these other major players when it comes to a traditional cloud contact center. The other platforms are more mature and loaded with out of the box features and integrations. However, Talkdesk has something that the others cannot provide at the time of this writing, which is a mobile friendly application for agents. If you have an entirely mobile or a hybrid contact center, Talkdesk cannot be beaten.
Talkdesk's support is great, but occasionally they are hard to understand and there are miscommunications.

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Five9
Talkdesk is very well suited for a mobile contact center if you have people out in the field. Talkdesk has been very willing to work with us to customize their platform and our deployment to meet our very specific business needs.

Talkdesk Feature Ratings

9.5
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
10
Call tracking
10
Multichannel integration
7
CRM software integration
9
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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