Talkdesk Talk Fest
Updated July 21, 2023

Talkdesk Talk Fest

Zachary Metzger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Our Guest Experience Department uses Talkdesk to take phone calls for all of our 19 stores throughout the United States. It allows us to have an individual phone line for each location, but route the calls to our Guest Experience team during business hours and back to our local store teams outside of business hours.
  • Integrates well with Salesforce.
  • Allows one to toggle through many phone lines to call out from a specific line.
  • Offers customer service and listens to suggestions about their product.
  • There are occasional (very rare, but still present) downtimes.
  • Sometimes calls come in and display a phone number that isn't the one the guest is calling from.
  • It has definitely helped call quality and therefore revenue.
There are a few minor quality of life improvements I'd make - the ability to integrate with Hubspot, for one
We had a downtime a few days ago that was resolved quickly - and their status update page updated with live information as fixes were being implemented. The downtime didn't last long at all, and they kept us informed.

Do you think Talkdesk delivers good value for the price?

Not sure

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 great when you have an integration (like Salesforce, in our case) that can be made with another product you use.

Talkdesk Feature Ratings

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

Using Talkdesk

23 - Sales and customer experience
4 - Our managers are the primary folks who support Talkdesk
  • Contacting guests (outbound)
  • Allowing guests to contact us (inbound)
  • We are able to turn off Talkdesk and have the local stores answer calls instead of having the calls go to the call center
  • integration with Hubspot
I would consider other options, but Talkdesk has been the one with the most features to price

Evaluating Talkdesk and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Scalability is a big one - since we are a growing business, that was a huge influence on the decision.