Item: Talkdesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for remote use, and allows a phone tree to filter customers to the best agent. Voicemails and calls can be transcribed, and there is decent reporting for performance.

Pros and Cons

Easy to use
Works well for distributed teams
seamlessly handles multiple phone numbers

Caller ID function doesn't work well in my experience
Customer support is not great in my opinion
I believe product seems focused on very large teams at the expense of smaller operations

Return on Investment

Talkdesk works fairly well overall, but there is little to make them stand out

Usability

Everything works well enough except for caller ID in my opinion, but that's a big deal

AI Impact

Talkdesk Interaction Analytics

Alternatives Considered

Freshdesk Contact Center and Zendesk Talk

They're all basically the same

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Other Software Used

Airtable, monday.com, Freshdesk

Likelihood to Recommend

The basic call and answer functionality works well, though it requires a much faster internet connection than other VOIP solutions. (they list the requirement at 1 mbps, but in practice you need a lot more) If you have a remote team, Talkdesk will work from anywhere and the caller is none the wiser that you aren't all in one space. The contact functionality is helpful, tying in other software packages so you can see orders/tickets for the caller, but in my experience, it is frequently broken if you have more than one contact with the same number. There is a dropdown to show the multiple contacts, but you can't open it, and can only see the caller's phone number, with no name or email. In older versions, you could access the dropdown, but that option was removed and their staff is not interested in any fix here in my opinion. Surprisingly, I've found there is no way to combine duplicate contacts or otherwise manage your contact list in bulk.

Talkdesk Review

Overall Satisfaction with Talkdesk