Recommend with a few reservations

From an agent perspective, the tool works fairly well and does what it's supposed to do. While there continues to be some frustration on the vague error messages and perceptions of stability issues, leadership has been generally satisfied with that aspect of Talkdesk.

Where the tool is less acceptable is in areas like ServiceNow integration, a somewhat half-baked chat channel that lacks needed features and reporting, and a lack of training resources.

The first couple phases of our implementation went well, with Talkdesk being rolled out to the team, replacing our on-prem call management system. Our goal for that first half was to duplicate the structure of the previous system, and we successfully did that with little drama.

The last phase, however, failed completely. That was to be closer integration with ServiceNow, particularly generating screen-pops for our agents. As previously noted, our implementation person didn't even seem to know what a screen pop was, and had very little familiarity with ServiceNow (we consistently had to train them on various SNOW functions). Likewise at the time we wanted to integrate the SNOW knowledgebase into the Talkdesk virtual agent; we eventually gave up as we could never successfully integrate SNOW into Talkdesk.

Talkdesk does a reasonable job managing the basic voice channel. The IVR is nice, though complicated. It works fairly well for our distributed workforce. I would recommend the tool for a smaller contact center with no special requirements.

When we were in the initial discussions with the sales team on our requirements, one of the things we really wanted to do was generate 'screen pops' out of ServiceNow, where the caller could enter their ticket number and it would open that incident page within the SNOW tool. We were assured it could be done; however, once we started implementation, the person leading the project for Talkdesk didn't even seem to know what a 'screen pop' was, let alone how to integrate Talkdesk with ServiceNow. Ultimately, we gave up on having that feature.

We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.