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Talkdesk Call Center
Updated December 04, 2023

Talkdesk Call Center

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

Overall Satisfaction with Talkdesk

We are currently using Talkdesk throughout our US/Mexico and Europe Call Centers, for a variety of our departments. We are able to implement it with Salesforce and relate to the cases, so it makes it easier to follow the call throughout the process as well as evaluate agents with Call recording and screen capture.
  • The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
  • They have a variety of reports and dashboards with the ability to create your own if needed.
  • The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
  • Default reports provide most of everything you need without having to create on from scratch
  • We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
  • To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
  • For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
  • The ability to see real login/logout reports
  • Using the Callback feature helps with customers just waiting on the phone
  • Reduced abandon time
  • Better reporting for leadership
For an Administrator of the system, the ease of the tasks that we do on a daily basis helps reduce time significantly. The ability to work on a different platform to administer when you aren't in the office, to fix an issue on your cell phone, helps to give better service to our internal clients.
Our implementation team was awesome, they worked with us throughout each step to make sure we knew what was going on as well as show us what they were doing and why so that when we completed the implementation, we were able to manage our system without needing to always go to support.
We have been through at least 3 - 4 implementations with them, the one that stands out the most was the last one where we merged 2 different Talkdesk accounts (with over 500 users and 80 call flows) into one account as we were also putting all users on one instance of Salesforce. They let us take the lead and were there to help with any questions as we went through the process.
We are in the process of starting to work with SMS and WhatsApp. The workforce management tool sometimes needs some tweaking but our call/screen recording are a major help to provide better customer service.
  • NICE CXone (formerly NICE inContact)
The new features that Talkdesk has made it easier for us as a company to make the change, the software is easy for agents/supervisors and managers to work with. They are always trying to improve the features as well as Support is awesome to work with.

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 has worked for all areas of our business and even with all our various languages we have throughout the world and they are always improving the products. They will listen to feedback and work to improve, what works best for the customer.

Talkdesk Feature Ratings

8.7
Agent dashboard
6
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Interactive voice response
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

800 - Technical Support
Customer Service
Accounts Receivable
HR Group
Inside Sales
2 - They need the ability to understand how to build callflows in Studio to get the customer to our agents with the least amount of headache.

The ability to also understand telephony services nd verbiage is plus!
  • Callback feature
  • Dashboards/Reports
  • Ability to change Studio flows and implement pretty easy
  • Our HR group is using it for texting potential new hires
  • Reporting
  • AI
  • Case management through Workspace
  • Automation
I as an administrator would give it a high rating as the ease of the system for my job makes it worth it.

Evaluating Talkdesk and Competitors

Yes - We were working with Nice InContact and TalkDesk gave us what we looking for in order to move forward in our industry.
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
We wanted to integrate with Salesforce and be able to Relate to Case and the ease of doing so, was a major pus for us.
Verify items in the RFP with proof that the vendor has it in production and not just on a Roadmap.

Talkdesk Implementation

  • Implemented in-house
Change management was a small part of the implementation and was well-handled - Making sure that we controlled when things needed to get done and track any changes needed after the implementation.
  • Uploading the recordings into the Studio flows
  • Roles/Permissions
  • Workforce Management configurations

Talkdesk Support

Sometime they are on top of the tickets that are submitted and sometimes there is a lack of communication.
ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - because of the complexity of our system and the act that we are throughout the world, we need this in order to provide good customer service to our clients.
Yes - It took a while but it depends on what the product we are having an issue with. They do take in account any feedback on ways to improve the system

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Creating Agents and profiles
  • Testing new call flows without having to disrupt current flow
  • Creating dashboards
  • Ability for Agents to only see their performance dashboard
  • Creating some reports with the current dat sets can be confusing
Yes, but I don't use it