GREAT PRODUCT
December 08, 2018

GREAT PRODUCT

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

Overall Satisfaction with Talkdesk

TalkDesk is used as a whole throughout our entire organization.

Pros

  • Recording of calls. These can be played back for learning and coaching purposes.
  • Status Reporting. Makes it very easy and transparent to see what status you are in/have been in and the amount of each status time. Great for tracking breaks.
  • Display types. Can change from graphs, charts and just numeric displays.

Cons

  • Internet calls, when the internet is down so is the platform.
  • Random disconnects with just taking you offline, but happens rarely.
  • This system is very easy to train on and teach.
Talkdesk is amazing for rough calls. You can play them back, download them, send them, etc. When asking for help you have the actual call available. When coaching, again, the call its self is there and is easily available.

Talkdesk Feature Ratings

9.9
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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