No landline No problem! Talk from your desk!
October 03, 2022

No landline No problem! Talk from your desk!

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

Overall Satisfaction with Talkdesk

Currently in my department, we strictly use Talkdesk to communicate with NUPD, Students, Faculty, Parents, and Residents of the area. Calls range from temperature, plumbing, electrical, to university emergencies.
This system does allow us to monitor our calls, keep track of what issues the callers are reporting, and a great metrics reporting tool.
The only downside at times is that Talkdesk can be closed too easily, meaning if you accidently hit the X button in the corner it shuts you down instead of in settings the option (hitting close minimizes your screen and runs in the background) or (yes close the application)

The system has progressed so much since we first started using it, and each update has made it better.

I do wish the Mobile option was a tier one option, feels silly their app is only accessible if you pay for the higher tiers. (even if only for Supervisors and Leads)
  • Metrics
  • Call recordings
  • Organizing types of calls
  • Time keeping for logged in users
  • Status keeping
  • Recording locations
  • How often there are outages for calls
  • Desktop app having issues logging out at the end of day
  • Mobile access for all tiers
  • Increased Agent Productivity
  • Increased Call tracking
  • Ability to determine volumes of types of calls
i honestly really like the system, and have been thinking of bringing it up to my family (we own a butcher shop) and call volumes during the holiday's are insane.
I think the usability, once understanding how the system works, is very user friendly. Yes there are still hiccups here and there. but all in all i do like the system.
a week ago the reporting was not working. we sent in a ticket and it felt like 2 min later the issue was resolved.

Do you think Talkdesk delivers good value for the price?

Not sure

Are you happy with Talkdesk's feature set?


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?


Would you buy Talkdesk again?


My teams scope of work relies heavily on the functionality of Talkdesk. We are a Customer Service team (call center) 90% of our contact with our customers is via phone. So that being said we rely heavily on TalkDesk working. the times it fails really puts us to a screaming halt... which is very unfortunate. (things happen, we all understand) so we had to find a secondary option to call customers back.

Talkdesk Feature Ratings

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

Using Talkdesk

7 - Customer Service
  • incoming and outgoing calls
  • metrics reporting
  • time log reporting (status, login, logout)
  • we use this to document issues around campus, when each call comes in our disposition section allows us to enter in the exact issues (through description)
  • Views of call volumes
  • possibly in the future we will use the messaging system

Evaluating Talkdesk and Competitors

Yes - we used interactive Desktop. we called it ACD
  • Product Features
  • Product Usability
i was not apart of the purchase process.

Talkdesk Implementation

Talkdesk Support

when there is an issue in the system they are quick to assist. but deeper issues with questions for the system (accessibility, recordings, mobile) not as quick
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
no, i believe they said it had options we do not use in our buisness
Yes - always

Using Talkdesk

Like to use
Relatively simple
Easy to use
Quick to learn
Feel confident using
  • calling out to outside numbers
  • calling other agents
  • receiving calls
  • login on occasion for reports
  • finding some reports
  • verbiage on some reports
Yes - yes... we would love access to it but it is not available for our tier