Talkdesk made a big difference for our team!
Updated July 21, 2023

Talkdesk made a big difference for our team!

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

Overall Satisfaction with Talkdesk

Talkdesk is being used as the sole platform for inbound and outbound voice contacts across our Customer Service team. We utilize the Studio feature heavily to construct & maintain our IVR, route conversations to the appropriately skilled members of our team and to manage our requested callbacks. Talkdesk has been integrated with our CRM to create new customer profiles when there is a new contact and to update tickets to reflect certain on-call actions like transfers and hangups. We also leverage data dips into our CRM to retrieve user data and affect routing behaviors.

Pros

  • Granular, detailed IVR flows.
  • Segment team into skill sets and route calls accordingly.
  • Maintain and manage a requested call back queue when volume is beyond bandwidth.

Cons

  • Native data reporting and filtering can be clunky for KPIs that don't align exactly with what Talkdesk has out of the box.
  • Integration with Kustomer CRM had to be custom built.
  • Cannot initiate agent-to-agent calls.
  • Had to custom build a module for A/B testing
  • Call transfer % has plummeted.
  • Transfers have become much smoother and easier to handle.
  • More complex and reactive IVR behaviors are available than we ever had before.
  • We're able to make granular decisions about behaviors in and out of business hours.
"Studio Flow" is very powerful, especially as you begin to dig in and make complex decisions. Our managers have had significant difficulty deriving the historical KPIs they're looking for in reporting, but real-time reporting and behavior is very easy to track with dashboards. You're able to drop in on calls and provide coaching/barge in if necessary & this feature is very easy to use. Granular permissioning is available to create teams and RingGroups, and overall it is highly customizable.
Our Implementation Manager was excellent, and was very familiar with our CRM. This allowed us to go very deep and produce/troubleshoot some complex custom behaviors. They truly went the extra miles when it came to getting us off to the races & helped to navigate number porting from our old carrier. Down the road, as we wanted to leverage more complicated features between our CRM and Talkdesk, it became more difficult to figure out where issues occurred between platforms. That is not a point against Talkdesk, as their support team was able to swing in and patch up some of the difficulties.
Our implementation manager took the time to solve an integration issue, troubleshoot with me live, and helped me to learn about our CRM and Talkdesk. I came out of meetings with them feeling confident and prepared every single time. It should be noted that this was a contractor they brought in to work on our implementation. The support received from Talkdesk itself has been spotty at best.
The transfer features available to us in Aircall were nearly impossible to use. Agents had to be in a wide-open status that allowed both inbound calls and transfers to be routed, requiring a complex ballet of "turn on your availability and get the transfer" within a split second. It was impossible to use and our call center employees were waving hand signals to make it work. We faced overall platform and app stability issues that left our call center dead in the water.

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?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Talkdesk provided an overall more stable and flexible platform as compared to the previous product that we were using. Administering Talkdesk Studio & the integration with our CRM can take some more significant technical skills, so be prepared to work with your TAM at Talkdesk or leverage your internal technical team to achieve some of the more complex asks. If you're looking for a simple, hands-off tool and are already working within Zendesk or Salesforce for your CRM, you'll be in good shape. Our team tends to have a large number of specific requests that take some technical know-how, so there is a bit of a learning curve for the more difficult pieces. Overall, Talkdesk's onboarding and certifications are excellent, so getting used to the platform basics is very easy!

Talkdesk Feature Ratings

7.9
Agent dashboard
8
Validate callers
Not Rated
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
6
Call scripts
Not Rated
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
7
8.3
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
8
Call analytics
8
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

100 - This is used by our sales and support teams.
1 - Just me and occasionally IT for user on or off boarding. I'm a highly skilled admin working across our customer experience stack, capable of working in low code and javascript.

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