Talkdesk: A Solid and Scalable Telephony Solution
August 20, 2021

Talkdesk: A Solid and Scalable Telephony Solution

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

Overall Satisfaction with Talkdesk

Talkdesk is used across the entire organization as our main telephony tool. It is used for inbound and outbound calls while operating as a call center as well as a for tracking purposes through an integration with Salesforce.
  • Tracking.
  • User experience.
  • Support.
  • Reporting.
  • Increased productivity.
  • Increased employee tracking ability.
  • Saved man hours.
Talkdesk is fairly easy to use overall and the support is solid. There are some areas in which it would make sense to allow users to configure the system more, but as a whole the product works well and is effective.
Ease of implementation is solid, although not top-flight. There are some hiccups related to settings that should be customizable but aren't, but as a whole implementation shouldn't be an issue for most organizations.
Talkdesk support is generally very quick to answer and is helpful when contacted. Furthermore, they have been very willing to jump on screen shares to test issues with agents when asked to do so.
Talkdesk is more robust than RingCentral and provides a scalability and customizability that is superior.

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 robust and has the ability to be integrated with other software, like Salesforce, fairly easily. Furthermore, the user experience is fairly smooth and lends itself well to scalability. It may not be ideal for a fledgling organization as it is somewhat more complicated than necessary in some ways.

Talkdesk Feature Ratings

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