Talkdesk: Great software that is easy to use and setup
July 19, 2021

Talkdesk: Great software that is easy to use and setup

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

Overall Satisfaction with Talkdesk

We use Talkdesk as our telephony solution for our Customer Support team. We have a public-facing number for customers to call into. We use an IVR for routing the customers to the correct team based on the area of the product they are calling in about. Additionally, we use the Talkdesk integration for creating cases within Salesforce.
  • Easy to setup initially.
  • Simple to configure integrations with CRMs.
  • Prebuilt reports.
  • More granularity on integration setup.
  • Bulk user administration.
  • Reduced administrative costs.
  • Faster response times.
From an end-user perspective, Talkdesk is very easy to use. Easy to install the application and get running with the integration to the CRM.
I can't believe how easy it was to get our teams up and running. We went from an on-premise Avaya system to Talkdesk in a little under two weeks and likely could have moved faster. The support we got from Talkdesk made the process even smoother but we likely could have been able to do it without that.
Our CSM with Talkdesk has always been incredibly proactive and helpful with suggesting new features that we could use based on her knowledge of how we use Talkdesk.
  • Five9 and NICE CXone (formerly NICE inContact)
Talkdesk was a lot cheaper than all of the alternatives and the level of features that they provided combined with the time it would take to go live made it an easy choice to choose Talkdesk over the heavier competitors.

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

Talkdesk is great for small to medium-sized companies. It was INCREDIBLY easy to set up for a small (50-100) support team that we are. When you start to get into large contact centers I don't know if it has the configurability needed for teams of hundreds or thousands of users.

Talkdesk Feature Ratings

Agent dashboard
5
Validate callers
7
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Interactive voice response
7
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
8
CRM software integration
8
Inbound call routing
7
Omnichannel inbound routing
6
Recording
9
Quality management
8
Call analytics
9
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated