Let's Talk about Talkdesk
May 31, 2024

Let's Talk about Talkdesk

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

I am the Software Infrastructure Engineer for my company and we utilize this tools for Outbound and Inbound Calls - Sales/Customer Success/Marketing/Support It is an international solution for a regionally diverse company with a hybrid work environment of brick-and-mortar and remote users

Pros

  • Service Up-Time and limited outages and service interruptions
  • Swift resolution of large scale issues
  • Communication of Upgrades and Updates

Cons

  • Reporting Latency
  • Support for issues resulting with integration with other tools and services
  • Increased CSAT as a result of improved call quality
  • Increased CSAT as a result of 100% warm transfer success each attempt
  • reduced handle times due to accurate IVR Routing
This is one of the least problematic applications that I administer. It above-average Up-time statistics alone are the reason that I actually depend on this tool and have for the past almost 6 years. It is a huge accomplishment to hear my sales team say that the least of their concerns in their call center is service uptime.
The initial set up and subsequent application configuration changes make the administration of this tool so simple and pressure free.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
The workforce management AI has been clutch for the Call Center Management team and it has provided very clear insights into the teams general operations
The Service UpTime exceeding acceptable Industry Standards
The cost for the services provided is accurate
The speed of resolution of outages and degradation issues
The end-user GUI is user-friendly regardless of the level of technology skills the user possesses

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?

Yes

Would you buy Talkdesk again?

Yes

This tool is well-suited for: companies offering remote/virtual positions companies with limited resources for tool developments companies with limited resources to provide tech support

Talkdesk Feature Ratings

8.1
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.3
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
9
Historical reporting
7
Live reporting
7
Customer surveys
9
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

2000 - Tech Support Marketing Sales Customer Success
5 - We have a team for Administrative Support for Managers and then the Tech Support Team of 5 users for administration of our 5 Talkdesk Environments.
  • International Team Members
  • Area Code Masking for CID
  • Easy of Use
  • Utilize their AI Tools for insights into Workforce Management
  • Utilize their AI Tools for insights into Workforce Management more aggressively
The Up-Time Percentage is astronomical. Swift Resolutions of Issues

Evaluating Talkdesk and Competitors

Yes - Google Voice - Intermittent Call Quality, Service Outages, Call Latency, Reporting Latency
  • Integration with Other Systems
  • Ease of Use
Being able to Integrate with Salesforce and Slack was a key factor in my decision making
I do not think that I would change anything in the process. Talkdesk is still the most economical and operational solution for our teams

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 2 years ago
    Thank you for taking the time to review Talkdesk! We value your feedback and are glad to hear the platform is supporting your CX program.

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