Talkdesk - the life saver !
August 19, 2024

Talkdesk - the life saver !

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We have been using it for the last 2 years and so far, the overall experience is outstanding. Talkdesk offers a very great product at a very competitive price. While the other products had several things, Talkdesk gives you the ability to use what the business needs at any given time. Talkdesk integrates well with the Salesforce. For customer outreach quality assurance is important and call quality is excellent

Pros

  • Call Quality
  • Service Delivery
  • Quality Assurnace

Cons

  • audio quality
  • Unsatisfactory support
  • poor execution
  • Return on Investment
  • NPS score
TalkDesk is a serious leg up from their competitors, and we are glad we switched! My only issue is that I would love to be able to place a client on hold first, rather than jumping right to a transfer. Instead, we have to mute the client first if we have to look into the account before placing them in a transfer. It leaves them confused being unable to hear anything and then after an amount of time, the hold music starts
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist

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

I think Talkdesk is one of the best telephony/click-to-dial software out there. We integrate Talkdesk with our double digit salesforce orgs to streamline outreach and gather metrics. There are some features I would like to see enhanced, to improve overall usability, Such as; reporting and the ability to easily distinguish between contacts who may be duplicates or have the same name. Overall, we've been pretty impressed with The value Taldesk has brought to the table. The price point is a bit on the higher side, but as they say, you get what you pay for.

Talkdesk Feature Ratings

9.5
Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
10
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
10
9.1
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
9
Historical reporting
8
Live reporting
9
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 2 years ago
    Thanks so much for taking the time to review Talkdesk! We are thrilled to hear you think it is one of best telephony/click-to-dial software options! We are continuously working to improve our platform, and appreciate your feedback about improved reporting and the ability to identify duplicate contacts.

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