Good solution for mobile teams
September 09, 2020

Good solution for mobile teams

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

Overall Satisfaction with Talkdesk

Talkdesk is the main phone management solution in our company, it is integrated with our database and ticketing systems. It is used by all the customer-facing departments and is used around the clock as we provide 24x7 technical support.
The reliability of the product is the main focal point as this is the guarantee of SLA compliance from our part with our customers. Talkdesk has no hardware dependency which makes it an ideal solution for mobile work models.
  • Mobility
  • Good technical support
  • Customer oriented
  • Ease of use
  • Reporting tool can be improved
  • Call routing configuration can be simplified
  • more insight on routing historic data
  • Helped improved CSAT
  • Helped improve NPS
  • Helped improve call quality
  • More work is needed on queue management
  • Avaya Business Communications Manager (discontinued)
Talkdesk is not hardware dependent and allows mobile work. It has mobile versions as well as workstation-based versions. But, Avaya provides more control on the skill sets and priority of the agents on different queues. Avaya is also more thorough on the reporting side as the reporting is more customizable.
There is a price competitiveness when it comes to Talkdesk, and Talkdesk does not require experienced users to manage it. It gives the agents flexibility and a view on the queue as well throughout the portal.
I am a heavy user of Talkdesk as I manage the configuration and I am following the queue availability, KPI calculations, and adherence through Talkdesk. That is why I open A LOT of cases with their support, they have an excellent first response rate, good follow up and update rate, and good customer orientation. They are organized and efficient internal process for fast resolution and provide good handover of the cases between different departments.
Talkdesk is easy to use and does not require an experienced user to manage it, either from an admin or a user perspective. The portal allows the admin to assign different access privileges to different users depending on their tasks, which allows the maximum usability of the tool. It is easily integrated with our ticketing system, which gives a good insight on the team's performance

Do you think Talkdesk delivers good value for the price?


Are you happy with Talkdesk's feature set?


Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?


Talkdesk is best when you have a team working in different places, or if part of your workforce is mobile or working from home. Talkdesk is best when you do not have a person dedicated to the call management/queue management, it is an easy to use tool that does not require a lot of work from your end. Talkdesk is best if you use Salesforce as it integrates flawlessly.

Talkdesk should be suitable if you need heavy reporting, but I've seen other products that are better in that.
Skill sets and priorities on the queue is still a missing feature

Talkdesk Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics