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Talkdesk Review - Agent, Manager, Administrator & Caller feedback
Updated July 24, 2023

Talkdesk Review - Agent, Manager, Administrator & Caller feedback

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

Overall Satisfaction with Talkdesk

Talkdesk is our VoIP solution. With the SF integration, we are able to make outbound calls with the click of a button from the SF contact record and during an inbound call, if the contact exists in SF then it redirects the user to the SF record. We have configured it to call out a pop out task so the agent can insert any comments about the call. It really makes it efficient for our agents to go from one call to the next and vice versa!
  • As an agent, CRM integration with inbound/outbound calling.
  • As a caller, I can listen to different options, leave voicemails, and is even linked to our Website for our agents to take chats.
  • As an administrator, manage agents, assign queues/roles and different phone number assignments.
  • As a manager, I can see all agent statuses and run reports on a number of times such as who is online/offline/on break, number of calls/chats/voicemails, duration of calls, and many more.
  • SF Sandbox integration can be smoother when transitioning away from the Sandbox to the production.
  • Ran into credential issues when toggling between Sandbox and Production.
  • Getting desired numbers through Omni Channel.
  • Increased agent productivity. We use to hire more agents but that was not needed, a better solution was.
  • Call Center generated revenue went up even though more and more people donate online now a days, last year our call revenue was down from 2 years ago but this year we seen an increase back to where we were!
  • Customer service is 10x better than our previous solution where they would tell us to just upgrade, which is not always feasible.
Talkdesk is very easy to use as an agent and as a manager of agents. As an agent I can simply dial from the contact record in SF. As a manager I have a built dashboard to track several different metrics to keep track of my teams performance. As an administrator, configuring the various agents and their route assignments was very user friendly. Connecting the callbar to our Salesforce is seemingly an authentication process that takes 5 seconds. It is very modern looking and easy access.
Dealing with various VoIP software in the past, I thought this was going to be a year long project. That was not the case! Once I installed it our SF sandbox, it was so easy to get our configurations connected and getting the callbar to function in accordance with our Salesforce. Transitioning to production caused a bit of an authentication issue which we were bale to resolve with their customer support team within a week. They definitely prioritize us the customer and want to deliver the best service and understanding to us as possible.
When we installed in our SF sandbox, everything was fine and we were ready to move into production. After installing it in production, it was saying that this user already existed and that I (the admin) did not have administrative access. it turns out that it was taking the credentials from the sandbox and applying them to the production login information. And since that part is autosaved, we did not even realize to check that authentication part. Turns out it was my own mistake that was really hard to catch at the time but step by step, with their customer service rep Kyle, we were able to resolve that very quickly.
Talkdesk beats the competition because it understands integrations between CRM systems much better than the competitors. VoIP software's tend to focus on the quality of the calls, the actual dialer and that part of the software. Talkdesk focuses on the the customizable experience of integrating the VoIP with the CRM and the reporting tools, along with the management makes it a no brainer.

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

I definitely will and am recommending this to any organization that has a call center team. As an admin, I am able to integrate interactions and logs in SF, obtain backups of voice authorizations, create different groups of agents, control the caller ID per agent and assign phone numbers, create flows/scripts as calls come in such as greetings, where to route to if an agent is available or busy, etc.

As an agent, I am able to call from the CRM, log a call, transfer calls, set myself away for break or place someone on hold or mute. I have a certain amount of time post processing after an interaction.

As a manager I am able to run reports on call logs, chats, voicemails, type of call, duration, and tracking. I am also able to see how many calls are coming in per agent per queue, and listen to recordings.

As a caller I have the ability to call different numbers for different purposes. Leave a voicemail, listen to different voice messages depending on hours/holiday time.

Talkdesk Feature Ratings

9.3
Agent dashboard
7
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
8
CRM software integration
8
8.4
Inbound call routing
10
Omnichannel inbound routing
6
Recording
8
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

They are the donor stewardship and services team! They perform a number of things including making outbound calls, taking inbound calls, taking donations over the phone, and overall donor management. Without TalkDesk then they are un able to perform their job duties. In the past, we had 8x8 but that had its own issues so we are happy with TalkDesk!
2 - The way we have configured TalkDesk is pretty straight forward, it rarely gives us any problems. With out previous vendor, sometimes it didn't work because an upgrade needed to be performed and that required someone from the IT team to do that. We don't experience those issues anymore. Also, their support is very helpful and extremely responsive.
  • Making inbound/outbound calls
  • Salesforce integration for automatic logs
  • Ability to delegate calls to different groups
  • We tend to primarily use TalkDesk for push to dial feature
  • TalkDesk ability to store Voice Mails specific to each user
  • Loading time, and sleek interface is what our users love about TalkDesk
  • Expanding to other departments for Major Donor outreach
  • Integrating WhatsApp with Salesforce and TalkDesk
  • Provide insight on a donor based on historical accounts
I think there are somethings TalkDesk can work on, but overall I believe it is one of the best tools in the industry for VoIP. It does not require a stand alone downloaded software, as everything is hosted on the cloud. This allows for easy troubleshooting and upgrades can be done from their ends. I would definitely recommend this to other people in search of a VoIP solution.