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Talkdesk Outshines the Competition
March 04, 2022

Talkdesk Outshines the Competition

Ken Cohen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use Talkdesk to handle our inbound call volume for our sales team. We also assigned phones for employees outside of the sales team replacing a typical PBX platform
  • Inbound IVR and call flows
  • Ease of set up and configuration
  • Live reporting and dashboards
  • Automated reporting and email distribution
  • Workforce management
  • OmniChannel
  • Client support
  • Currently working on their FedStamp certification, which is a two year process and almost completed
  • 74% increase in revenue in the past two years with a less than 10% growth prior to implementation in the previous 10 years
  • 33% decrease in customer escalations
  • Reduction of Average Handle Time by 22%
  • Staffing ability with remote workers
In our company, our profit margin is less than 8%. We can’t afford to spend a dollar without a positive ROI. Talkdesk has been the best ROI over the past two years since we implemented it.
We implemented from “hello” to “you are live” in less than a week.
There have been two instances, one at night and one on the weekends, that I had an issue (not software) and received advice within hours. Unheard of!
  • Five9
We chose Talkdesk for all the reasons noted in this review.

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 absolutely would and have recommended Talkdesk to anyone looking for a telephony solution; whether an easy configuration or complicated, Talkdesk and its robust features are the answer. Remote and on-site workers for inbound calls, as well as, outbound dialing. A plethora of options for integration that are standard.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

110 - Inside sales, outside sales (with mobile app), international sales, customer care, claims, and our operations team including dispatch and warehouse.
1 - No required skills. Between the easy to use support features within Talkdesk, the live chat, the email support and the knowledge manager, it is as simple as reading.
  • Visibility into the number of calls received and the number of the caller
  • Full call recording and analytical scripting
  • Omnichannel with track back to marketing campaigns
  • Integration with our Dynamics CRM
  • We have created "callflows" and mini IVR's for the individual voicemails which has allowed every customer to choose if they want a "live" person or not
  • Talkdesk allows us to easily integrate into many systems, including Pipes.AI, which allows us to leverage our Lead To Call automation platform.
  • The uses of Talkdesk and their features are limited to the imagination and we are just getting started.
  • We are expecting Talkdesk to our two addtional business units
We are building our processes within Talkdesk and we have ZERO intention of looking elsewhere.

Evaluating Talkdesk and Competitors

  • Price
  • Product Usability
Easy to use and launch as we were under a very tight deadline with no existing contact center platform in place.
Not sure I would or could. Regardless, the result would not have changed, especially in light of all the additional features and benefits that have been launched within Talkdesk.

Talkdesk Implementation

  • Implemented in-house
  • Third-party professional services
Change management was minimal - change management was not a concern at implementation, however, as we continued to roll out new tools throughout the organization, it became more apparent that "education on why" we were doing certain things surrounding full call recordings, analytical software, and tracking items never tracked before was needed.

Which we did and we truly have changed the organization approach to dealing with internal/external customers, for the better.
  • We imposted on ourselves a very tight schedule which Talkdesk met

Talkdesk Training

  • Online training
Easy to use, digestable bits of information

Configuring Talkdesk

So many integrations available. Not complex, at all.
No - we have not done any customization to the interface
No - we have not done any custom code
Integration and not customization,as there was absolutely no need.

Talkdesk Support

The support is tremendous. Between chat, email, knowledge base, my cusotmer success manager or the account executive, there has never been a time when I said that I needed or wanted more support AND I am a demanding client.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Although we are a 24/7 shop, our activity during the "overnight" shift is minimal and the reliability and sustainabilty of Talkdesk has not warranted premium support at this time, as well as, the support I get is AMAZING!

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
  • Setting up agents
  • Studio Flows
  • Reporting
  • none
Yes - The mobile interface works great.

It is reliant on the internet, therefore, the interface can be "choppy" where internet signal is weak, which happens infreguently, however, does happen as it does for our other web based interfaces

Talkdesk Reliability

We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
In the past two years, the only down time was a fiber cut, that I believe impacted half of the United States. No Talkdesk downtime
We have never had a Talkdesk performance issue.

As long as you follow the system requirements, which are MINIMAL, neither will you.

Relationship with Talkdesk

Talkdesk is very transparent and candid, no "games" being played

Upgrading Talkdesk

Yes - No downtime and no unexpected impacts

SMOOTH!
  • Allowed us to unleash all of the feature sets available on Talkdesk
  • No upgrades planned so use of features such as CX, WFM, and CSAT survey