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TalkDesk has proven to be a great tool
Updated July 18, 2023

TalkDesk has proven to be a great tool

Rhonda Katsiamakis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

TalkDesk has proven to be a great tool for our Customer Relations Team. Had it not been for TalkDesk, our advocates would not have had the ability to work from home as they did. Phone calls would not have been answered and it would have been detrimental to our business. I really like everything about TalkDesk. If there is a functionality that we need, that is currently not available, most of the time they are able to accommodate us and find a solution. I am very happy with their product and support.
  • Ability to work remote.
  • Ease of integration and training.
  • Support during and after install.
  • Ability to and flexibility with regard to customizing some attributes
  • Caller ID.
  • Transferring of calls and reporting.
  • During the Covid-19 Pandemic, when we were all forced to work from home, TalkDesk proved to be priceless.
It is very user friendly, however the issue I am running into is finding calls - this is due to the creation of contacts not being that easy to do with Salesforce. If there was a search function to enter the callers phone number, it would be very helpful.
During implentation.
N/A
  • Five9
We looked at a few different products and narrowed it down to TalkDesk and Five9. After a closer review of what both had to offer, we made the decision to go with TalkDesk. I'm glad we did.

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

We are a smaller group and it has worked great for us. The only issue I see is with transferring calls between departments and the ability to report on the calls: number taken, etc. If this worked better for us, this system would be just about perfect.

Talkdesk Feature Ratings

8.3
Agent dashboard
9
Validate callers
6
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Talkdesk and Competitors

Yes - Regular phone desks - Cisco IP
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Look for something to the entire company would be able to use as a better cost

Talkdesk Support

There have been just a few times where we needed support and were told that it was not part of our support package and that there would be a charge for it. We were able, however, to find a workaround with the help of the TalkDesk Support team.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
None
No, too costly

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • answering calls
  • completing calls
  • transferring calls
  • creating contacts from calls