Review of Talkdesk
Updated October 12, 2022

Review of Talkdesk

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

Overall Satisfaction with Talkdesk

I use Talkdesk in our organization on daily basis, measuring agents' productivity, monitoring call volumes, etc. I'm a new user, but I loved it so much, as you can listen to agents' calls without using other tools. And it is very useful for reporting purposes too and we have integrated with Calabria software and I loved it. so I highly recommend Talkdesk to any organization.

Pros

  • Call Monitoring- can be listen to live calls or recorded ones without using other tools
  • Monitoring- Live monitoring agents behaviour, no latencies.
  • Reporting- Many reports can be pulled through Talkdesk, and i loved it
  • Adherence- We integrated Talkdesk with Calabrio, we can measure agents' adherence too

Cons

  • If Talkdesk have live adherence options, that would be great.
  • As we integrated with Calabrio to check agents adherence.
  • If Talkdesk has the functionality to monitor agent adherences, we do not need to depend on other tools.
  • Using Talkdesk in our organisation, it has improved the agent productivity
  • Realtime Analysts and other quality teams are able to monitor agent KPI and we are relying on Talkdesk
  • Also improved our NPS score, based on our last 3 quarterly figures
Talkdesk become a vital tool in our workplace, we rely pretty much everything on it, after it has been integrated with an agent scheduling system called Calabrio, we are able to monitor agents' adherence issues and intra-day late, logout, etc. This is useful for other various departments like management and WFM teams. So I must say 10 out of out the overall usability in our workplace.
I don't have any insights about the speed and ease of deployment, but I can say the accuracy and sustainability were great,
our organization was using other tool and it was accurate and we have to rely on other tools for reporting purposes, after we migrated to Talkdesk it has given exceptional support to our organization, especially on Agents Report and Agents Status Report, where we can check Agent login times, After call work, Intraday Logouts, AHT, etc.
Talkdesk has more features than Genesys IVR which I was using before Talkdesk. It has great reporting features including Calls data reports, live call monitoring, past call monitoring, etc, on Genesys IVR we do not this functionality that we have on Talkdesk, that's the main reason we have chosen Talkdesk against Genesys IVR.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Talkdesk is well suited for live call monitoring and recorded calls, there are scenarios when we pull call reports, it shows all the calls, the agent has taken with call recording links on the reports and can be listened to without using any other tools. It is well suited for Real-time purposes and for quality teams.

Talkdesk Feature Ratings

7.8
Agent dashboard
10
Validate callers
10
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
5
Call scripts
5
Call tracking
9
Multichannel integration
8
CRM software integration
8
8.0
Inbound call routing
9
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

customer service, WFM, quality, management and logistics.
we have multi skilled and dual skilled channels, that's the type of skills required we use in Talkdesk
  • Functionality
  • Ease of using
  • Quality
  • Trying to integrate with other WFM tools
  • We use Zendesk and Calabrio
  • We have integrated Talkdesk with Calabrio, and it was successfully deployed
  • Integrate with other tools
our organisation relying on Talkdesk 10 out 10, so we have no doubt renewing the Talkdesk

Evaluating Talkdesk and Competitors

  • Price
  • Product Features
It's a price factor and product features Eg: integrating multiple systems with TD or vice versa
we have systems integrated with calabrio with TD, it was very efficient post integration, before our organisation used to face lot of challenges with productivity and adherences.
once you had a experience with product, you get to learn more in depth of it, so it might be helpful in evaluating and selection process, will be taken more factors into consideration, eg:product reliability, feedback, outages and mitigations etc etc.

Talkdesk Implementation

  • Implemented in-house
Change management was a major issue with the implementation - our change management had a major issues with the implementation due to communication gap, cross border policies and other factors
  • Due to different platforms
  • Due to various vendors for each platform we use within the organisation
  • Different data types and features of various products we had to integrate

Talkdesk Training

  • No Training
it's was easy to learn with bit of a help, but it requires a training, as it depends on every individual

Configuring Talkdesk

it's bit complex, but if you have complex organisational requirement, this tool is just right for it, example voice, chats and web forms based call center.
if talk desk can be configured to work on low internet speed, that would mitigate many challenges
Yes - we have customized the interface extensively - yes we have customized the interface according to organisation and operational requirements
Yes - we have added extensive custom code - it was easy to add extensive custom codes, eg: Adding codes depending on line of businesses and departments
yes we have added an auto available as an additional feature. which was not available on earlier

Talkdesk Support

Talkdesk support care was great, team responds immediately, and keeps us posted with any ongoing issues, i'm fascinated with their approach
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
None
To get prompt responses and get an extra care, premium support team was brilliant

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Lots to learn
  • Reports
  • integration
  • Product reliability
  • Features
  • integration part, initially there was a lag post integration
  • Product reliability, platform crashes sometimes when on low internet speeds

Talkdesk Reliability

It's is one of the best tools i have ever used, when it comes to talk desk it's user friendly, pre built reports, it has great features and it supports many other platforms to integrate with.
like every other softwares products, talk desk too have some flaws, but compared with other calls center software products, talk desk is recommended most.
With my experience i noticed talk desk requires a bit high speed internet, it's crashes or takes longer to generate reports when on low internet speed, pages don't load quickly sometimes on intermittent signals or on wifi, also when talk desk integrates with other software it has a bit of lag in terms of reporting.

Integrating Talkdesk

it was easy to integrate, at first it was bit of challenge, but it helped a lot further long way.
  • calabrio-scheduling application
  • zopium-chat systems
  • plecto-monitoring application
It was a bit challenging with some applications, due to operational requirements and data types to understand, but eventually it was successfull.
  • zendesk
we are in pipeline to integrate other applications going forward
  • File import/export
  • Single Signon
  • AppExchange or similar marketplace
No, we used above as indicated with our integration
it was great experience being part of integration team for the opportunity, i would like to advice to have a premium support, and if you are unsure about anything advice to get in touch with support team, they are more helpful than anything.

Relationship with Talkdesk

It was a great team to work with, one of the best teams, prompt responses, great to deal with
They are in touch with us during sale process and after, have provided the POC to keep in touch with them, best team to deal with, continued to provide support after sale too. have not had that many issues to go back to sale team, as it was handling by other team in our organisation, but not heard any issues.
our vendor team able to negotiate a deal with after care with premium support
so far so good, it's easy to deal with, have not faced any issues or heard from any other teams in-house.

Upgrading Talkdesk

Yes - we are in process of upgrading to new release, it is due to be completed end of this month
  • we are due end of this month
  • so not go a chance to review of it yet
  • Expecting to meet our organisational needs and requirements
  • Expecting to integrate with other products
  • improved latency issues
  • Efficiency improved in terms of reports

Comments

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