Team Lead Review
November 23, 2021

Team Lead Review

Shelby Allen | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Within our branch of the company, we use Talkdesk to assist new hire candidates with questions regarding the I9 process. If they have any questions regarding any part of the paperwork when onboarding. In other departments within the company, Talkdesk is used as a VoIP to help onboard new candidates.
  • Good for VOIP services
  • Has helped cut cost compared to competitors
  • Communication within the company
  • Tech is confusing
  • Could have better tutorials
  • Call forward is hard to understand
  • Reduced wait time
  • Reduced handle time
  • Less dropped calls
With my experience with the implementation of Talkdesk in our company, I can personally say that while that Talkdesk is very helpful in so many ways the overall usability could use some work. If there were more tutorials that walked you through the functions of the system I think that would be very helpful.
Our company specifically had several issues with the implementation of Talkdesk. To be fair a lot of this probably had to do with our company and the internet/tech department here, however, we had a lot of issues with the logins and credentials working correctly. Overall after the implementation process was over and everyone was comfortable with the functionality of Talkdesk, we were much happier with Talkdesk than our previous software.
During one of the most frustrating situations that occurred with Talkdesk, customer service provided me with exceptional support. I was so frustrated and confused with how to resolve my log-in problems, but Lorie in customer service was so sweet and friendly, she helped walk me through the process step by and was so patient. It really turned my day around to a more positive note.
Talkdesk was just way more user-friendly than these competitors. [This is] ironic because these companies advertise being the most user-friendly. It took a while to make our company-wide selection and as someone who normally prefers Google products, I was not expecting to like Talkdesk as much as I ended up liking it.

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

monday.com, Google Ad Manager, Google Hangouts (Classic), AvePoint SharePoint & Microsoft 365 Migration
I personally had a hard time when Talkdesk was first implemented within our company because my login did not work, and once we were able to get the log in to work my calling was not functioning properly so I was not able to communicate using Talkdesk as the solution took 2 months to figure out. This, at the time, was very frustrating.

Talkdesk Feature Ratings

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