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Talkdesk has proved to be a valuable tool in a growing Fintech firm
Updated July 19, 2023

Talkdesk has proved to be a valuable tool in a growing Fintech firm

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

Overall Satisfaction with Talkdesk

Talkdesk is being used by my organization to manage customer service requests and facilitate efficient call routing to our operations, collections, fraud, and IT support teams as well as our third-party weekend/outside of business hours call center support team. Talkdesk's platform for building inbound call handling workflows and IVR is straightforward and easy to use.
  • Call handling workflow management
  • IVR
  • Data analytics
  • Integrated Voice over IP which would allow web-based chatbots.
  • Voice to text speech recognition capability.
  • SMS record of conversation sent to customer and ops teams.
  • Increased agent productivity.
  • Call handling standardization.
  • Operator transparency/quality control/call monitoring/auditing.
Talkdesk offers a broad range of product capabilities. Prior to implementation, it is strongly recommended that internal ops and IT implementation teams establish a business case in terms of required features and implementation plans. Internal IT dev support and familiarization with Talkdesk's step-by-step implementation guidelines are both critical in determining successful execution.
Talkdesk's online implementation guidelines are fairly straightforward. However, the business should expect to invest significant upfront time in reading through instructions, watching training videos, etc. In that sense, Talkdesk - like any comprehensive solution i.e. Salesforce, PEGA, Intercom, Casewise, Zendesk, etc. - takes time to learn in terms of both implementation and embedding into business as usual.
Talkdesk customer support is easily accessible. My team has raised queries via either email or via a secure customer support channel available as part of our account setup. On one occasion, we needed some historical reports in a customized format and Talkdesk support provided a timely response alongside a CSV extract in 3 working days which is an excellent turnaround.

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 works seamlessly for our central London-based team, remote workers, and third-party partners for call handling/transfers/standardized messaging/re-routing. The user interface is pretty straightforward and intuitive allowing fast deployment/testing of call handling workflows. Good dashboard and reporting capability allowing the team to track total inbound/outbound calls and re-directs. Lots of potential integration capability (Salesforce, etc.) which my organization is currently testing.

Talkdesk Feature Ratings

8.4
Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
8
Call scripts
Not Rated
Call tracking
8
Multichannel integration
9
CRM software integration
7
8.6
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
Not Rated
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

25 - Customer support, Customer Success, and Collections. These are basically the teams that help with customer onboarding, customer life cycle loan support, and repayments.
2 - Talkdesk was fairly straightforward to integrate with our telephony, interactive voice recognition (IVR) channels. Operations team managed it from business perspective and we had our IT Support team provide technical issues resolution as and when needed.
  • Inbound call handling
  • Call Monitoring / Quality Control
  • IVR / call routing
  • Integration with a broader chatbot customer service function
  • Data scaping to define frequently asked questions and customer preferences
  • Outsourcing
  • Expansion into different markets
  • Integration with a language translation engine
Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice.

It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request.