Talkdesk legit?
May 25, 2021

Talkdesk legit?

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

Overall Satisfaction with Talkdesk

It's being used by the entire Customer Service, HQ and IT helpdesk operations within our Company. It addresses Contact center and Internal phone solutions and provides detailed analysis of our Multi channeled customer service support from different angles. It also showed cost effectiveness and robust reporting solutions from a Voice perspective
  • Reports and analytics
  • Call back feature was helpful
  • Studio flow is a cool platform
  • Live queue monitoring
  • Training modules are great!
  • Queue prioritization will be great! E.g. Prio for Voice least prio in Email or Prio in Service least prio in Sales queue
  • Live monitoring must have Dispositions added in there too
  • Combine all channels in one page so agents can efficiently switch from one channel to the other - assuming that the agent is skilled to support them
  • Omnichannel is the worst non-voice platform that I've used for years. They lack detailed reports and metrics aren't in line with industry SLAs. Glitches on settings and a lot more!
  • Phone billing decreased vs our previous phone platform
  • Cost savings from a Reports workload reduction perspective
  • Reduced staffing cost in line with our Hybrid staffing model that Talkdesk supports
It would've been a 10 but because of the OMNIChannel issues and limitations-which impacted our Chat support, i gave a 7 only. Voice support is a 9 but the OMNIChannel was a 4.
8 because it was fast and perfect timing due to the WFH need last year but would've been a 10 if the IM was really an expert to help us out with everything. There were a few times that our team had to research for themselves.
It was perfect time when our previous vendor could no longer support our growing needs and there was talkdesk presenting the solutions based on our pain points. The CSM along the way was also very helpful trying to move things faster.
Reports and analytics are very flexible to our needs analysis and reports. It's more user friendly than the previous platform
They're best in Voice support but Noise cancellation feature will be great especially for WFH set up

Talkdesk Feature Ratings

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

Using Talkdesk

200 - HQ, IT and Customer service
200 - IT, Admin, Customer service
  • Customer service
  • IT helpdesk support
  • HQ
  • Reports Dashboards
  • Call back feature
  • Support channels
  • Marketing internal communications
  • AI VOC
Because they're looking for ways to improve their In-house non-voice customer service support channels. Ie Chat, Email, SMS etc

Evaluating Talkdesk and Competitors

Yes - Cisco Finesse, because, Talkdesk has better reports analytics and it's been user-friendly. Very flexible to our business needs
  • Price
  • Product Features
  • Product Usability
Product features and usability were way more than what we used to have
I honestly don't know if it's necessary to go back and chance our evaluation

Talkdesk Implementation

  • I think the mastery and expert advice from the Implementation manager

Talkdesk Support

Pretty helpful but could do better especially when the issue was complex and that they should give constant updates and faster service level
Knowledgeable team
Kept well informed
Quick Initial Response
Poor followup
Escalation required
Difficult to get immediate help
I'm not sure about any premium support. I'm aware that I can send a support ticket.

Using Talkdesk

Like to use
Easy to use
Technical support not required
Quick to learn
Feel confident using
Unnecessarily complex
  • Live reporting
  • Dashboard
  • Reports
  • Call bar
  • OMNIChannel reporting
  • OMNIChannel dahsboard