Talkdesk- powerful but support are stretched
August 08, 2024

Talkdesk- powerful but support are stretched

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

Overall Satisfaction with Talkdesk

Used as principal platform for all incoming and outgoings calls. Allows us to track, monitor, report and review on calls individually for granular learning and aggregated to provide a full picture of what's happening. Integrations are also crucial as we rely on separate customer relationship management systems/ reporting platforms/ learning tools and Talkdesk platform fulfills that requirement appropriately.

Pros

  • Integrations
  • Customisation
  • Deep call logic
  • Routing/ assignment logic

Cons

  • Clearer support process
  • Better/ more up to date documentation re some functions
  • Reduced time on call by 20%
  • Reduced speed to answer by 21%
Because the scope of every Talkdesk can do is so broad, it is very powerful- once you understand how it works, however getting to that place can be very challenging and is a full time job for someone. So, usable to the point where complexity becomes too much and you are forced to go down the support route which can end up taking quite a while.
  • Other (Please specify below)
Not sure of which of these products we use as I am not closely aligned with the full service, but I don't think we have AI features enabled yet. Business are keen though and looking for the right time, based on opportunity, to start using these or at least exploring what benefits they can bring.

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?

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

Brilliantly suited for quick and easy integrations with HubSpot or Salesforce- depending on the depth of your requirement. Not ideally suited for external development teams who would like to harness the power of Talkdesk themselves necessarily, missing some documentation and potentially overly complex in places where the technology is legacy

Talkdesk Feature Ratings

7.5
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
8
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
7
7.3
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
Not Rated
Call analytics
7
Historical reporting
7
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented a year ago
    Thank you for sharing your feedback! We're thrilled to hear that our platform effectively supports your call tracking, monitoring, and reporting needs. It’s great to know that the granularity of our insights and the ability to integrate seamlessly with your CRM systems, reporting tools, and learning platforms are meeting your requirements. Your satisfaction is our top priority, and we're pleased that Talkdesk is enhancing your operational efficiency. If you have any further suggestions or need additional support, please don’t hesitate to reach out.

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