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Mediocre Experience, High-Priced Contact Center
November 03, 2021

Mediocre Experience, High-Priced Contact Center

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is being used by our Technical Support team to support customer requests with issues concerning our software and hardware. Talkdesk takes care of call routing and queuing.
  • Call routing.
  • Automation.
  • Call queuing.
  • Technical support.
  • Purchase numbers.
  • Putting in a support request.
  • Pricing.
  • Has eased the complexity of inbound calls.
  • No visible ROI since they are expensive.
  • Has increased customer satisfaction rate to some extent.
Talkdesk setup and implementation is time-consuming and can be frustrating at times and there is a substantial learning curve when it comes to administration and use. Also, [I feel that] they are expensive and very stringent when it comes to pricing and cost reduction for long-term customers. They were not willing to negotiate pricing or changes. Seem they are only worried about profit and not real customer satisfaction.
The implementation was long and frustrating and filled with issues.
When I was first setting up the new call routing for EMEA they provided a Technical Expert who help me through the rough patches with the new call flow process.
Ok [in my experience,] Talkdesk has had numerous outages and technical issues throughout the 6 years we have been on board with them. [In my opinion,] they are slow to resolve issues and support requests and refer you to the knowledge base way too much, instead of just resolving the issue expediently.

Do you think Talkdesk delivers good value for the price?

No

Are you happy with Talkdesk's feature set?

No

Did Talkdesk live up to sales and marketing promises?

No

Did implementation of Talkdesk go as expected?

No

Would you buy Talkdesk again?

No

Microsoft Teams, Microsoft 365 (formerly Office 365), MS SharePoint
Considering its functionality, Talkdesk works pretty well but has a lot of technical issues and maintenance associated with it. Calls coming from customers and getting to the right department is something Talkdesk does well and is well suited for along with automation of processes like missed and abandon calls.

Talkdesk Feature Ratings

7.7
Agent dashboard
4
Validate callers
3
Outbound response
3
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
3
Interactive voice response
10
REST APIs
7
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
5
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
4
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

50 - Technical Support for Software and hardware.
1 - IT Global Operation Manager Masters Degree in MIS with a concentration in Networking. 39 Years experience with in IT, IPT experinece with Asterisk, Cisco Call Manager, and Talkdesk Self taught.
  • Call routing.
  • Call automation.
  • Call back functionality.
  • Call analytics.
  • Reporting.
  • Automated email notification for calls going to missed calls.
  • Automated email notification for calls going to abandon calls.
  • Automated email notification for calls going to voicemail.
  • Calendar based rules for after hours support calling external numbers.
  • Total call flow management.
  • Teams integration.
  • Salesforce integration.
  • Chat and SMS functionality.
Not a good experience this last year with contract and pricing. Unwillingness to make changes to licensing and accommodate ups and downs. Rapid turnover of account reps.

Evaluating Talkdesk and Competitors

  • Product Features
  • Product Reputation
Technical Support Management was pushing for this solutions. They liked it and were not concerned with the backend challenges and implementation aspect and they seemed to be the best solution at the time.
Yes

Talkdesk Implementation

  • Implemented in-house
Change management was a major issue with the implementation - We need and more clear set of expectations and result based on our internal set process. It was more like learn as you go
  • Useability at first
  • Adoption of the new process
  • Administration

Talkdesk Support

There support is out of Portugal and [in my experience, is] slow at the best of times. [In my experience,] They often refer you to Knowledge base article vice just assisting you resolve the issue and which causes frustration , confusion and is a waste of time. [I feel that] Emailing back and forth is not productive.
ProsCons
Kept well informed
Slow Resolution
Less knowledgeable
Difficult to get immediate help
No due to the cost, [I believe,] the product is expensive enough as it is.

Using Talkdesk

ProsCons
None
Difficult to use
Requires technical support
Inconsistent
Feel nervous using
Lots to learn
  • Calling
  • Studio
  • Call Flow Design
  • Functionality and Features
Yes - I have not tried it myself personally but, I have been told by my users it works.