Talkdesk: Great product but room for improvement!
April 21, 2023

Talkdesk: Great product but room for improvement!

Connor McComb | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is our service provider for phone line contacts. The business issues with Talkdesk relate to technical disruptions that can occur for agents - which can impact our frontline operations. Select issues include: - Unable to update Status (and therefore, unable to take inbound calls) - Select technical issues (receiving inbound call when currently on a call, connectivity stability, etc).

Besides that - Talkdesk is a solid product to use.

Pros

  • Attendance Visualizer: Understand where your team is at and what they are working on.
  • Custom Dashboards: Easy to manipulate for the information you want access to
  • Easy to download Reports

Cons

  • Technical / service Updates: Provide a more reliable user / client experience.
  • Technical / service Updates: Poor ability to get assistance for issues. When attempting to flag product issues i've been told by support my request can only be escalated if i'm the account manager.
  • Ability for integration for AI Services. Talkdesk could implement its own voice automation service within the product to allow.
  • Reduced Ignore Calls
  • Reduced Rejected Calls
  • Increased service levels
Talkdesk is a solid product for managing inbound customer contacts and phone calls. While the tool can be effectively used, our agents often report technical challenges that make the product feel less reliable at times. When the product is not working well, as a manager I find it difficult to get effective support that fully resolves the issue. Often times the request is redirected to back to the management team to troubleshoot + resolve.
At this time Talkdesk has been able to provide exceptional support in regard to dashboard creation, data management, and modifications to our IVR tool This has allowed us to craft the product to our individual needs and identify the best way to drive success with what is required for our business model.

Do you think Talkdesk delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Talkdesk is well supported as a tool to visual your teams attendance for both online + offline activities. This helps myself as a manageer ask the question 'what is everybody working on?" Talkdesk is a strong tool to manage online customer requests (phone orders, escalations, etc) Talkdesk is less appropriate as a tool to manage Why customers are contacting you (CX Topic Data).

Talkdesk Feature Ratings

Agent dashboard
6
Validate callers
4
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
7
Interactive voice response
4
REST APIs
7
Call scripts
1
Call tracking
1
Multichannel integration
1
CRM software integration
1
Inbound call routing
7
Omnichannel inbound routing
7
Recording
9
Quality management
6
Call analytics
7
Historical reporting
6
Live reporting
7
Customer surveys
1
Customer interaction analytics
3

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