Item: Talkdesk
Rating: 5
Author: Verified User

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Talkdesk is the main phone system my org used to field, manage, record, and track sales calls. It interfaces with Salesforce fairly well, and provided a very valuable integration. We started with Talkdesk Call Bar, then we moved on to Talkdesk Conversations. Call Bar was functional, but buggy compared to Conversations. Conversations was much more effective, but we had a bit of a niche use case in that it was only used by sales teams, not the entire organization.

Pros and Cons

Pros

Interfaces with Salesforce
Provides accurate recordings of calls
Browser based, not a separate program

Cons

Randomly getting moved to offline
Separate browser tabs, not embeddable within Salesforce

Return on Investment

Efficiency increased when we didn’t have as many programs open at once.
Recording got better in Conversations
Tracking became better in Conversations

Usability

Talkdesk was fairly usable, just not as robust as our current system.

AI Products & Integrations

Other (please specify below)

Alternatives Considered

Amazon Connect

Key Insights

Do you think Talkdesk delivers good value for the price?

Not sure

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?

Likelihood to Recommend

It’s functional and effective, but we have moved to a new system in order to more effectively embed our phones within Salesforce. This allows us to use more AI features such as summary and recommendations on follow up calls. Talkdesk is a great starting point, and very effective as a beginning tool. As more and more detail is required and systems expand and need more inter connectivity, Talkdesk seems to fall short.

Talkdesk Feature Ratings

Comments

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Aunalisa Arellano
(Vendor Representative) commented 7 months ago
Thank you for your honest and detailed feedback. Were glad to hear Talkdesk provided value through call recording Salesforce integration and ease of useespecially as a foundational tool for your sales team. Were sorry to hear that some limitations impacted your experience particularly around embedding and connectivity. Wed appreciate the opportunity to better understand your use case and help address these concerns. Please dont hesitate to reach out to our support teamwed love the chance to assist and explore how Talkdesk can better meet your evolving needs.