Come Talkdesk to Me!
July 21, 2021

Come Talkdesk to Me!

Jay Wilkerson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use Talkdesk to answer our customers incoming calls. This allows us to answer resolve customer concerns and inquiries in real-time ultimately helping our team provide a higher level of service.
  • Keeps dashboards and metrics in one place
  • Has an app in addition to a desktop version
  • Allows you to easily transfer calls between team members
  • Dashboard take a very long time to load
  • The new live dashboard setup does not allow me to see as much information at one time
  • Sometimes [TalkDesk] changes the availability status without any warning
  • Reduced average wait times to provide resolutions for our customers
  • Increased CSAT
  • Customer retention rates
I am not loving the new dashboard layout [with Talkdesk] at this current moment. I find it more difficult to see who is on inbound calls and with who. The previous dashboard would give me this information which is nice to have as a manager.
Sometime [TalkDesk] is very slow to load and to answer calls once you have already indicated you would like to answer.
We had an escalated client that need to have several conversations with multiple teams members. I was able to use [TalkDesk] to determine who the customer has spoken to and who they are still needing to speak with. This made it easier to manager the process and provide updates to the team.
Gong gives alot more insight into individual team members conversations while tracking specific mentions of keywords that help our business thrive.

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?


Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?


Talkdesk is well suited to help us reach out to our customers and to allow them to reach out to us. It is less suited for cross-functional conversations with other team members.

Talkdesk Feature Ratings

Agent dashboard
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Interactive voice response
CRM software integration
Inbound call routing
Quality management
Call analytics
Historical reporting
Live reporting