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TalkDesk is awesome!
December 06, 2018

TalkDesk is awesome!

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

Overall Satisfaction with Talkdesk

TalkDesk is being used across the whole organization of roughly 200 employees. It helps address the ability for front line teammates to contact customers as well as allow quality to monitor and review the interactions effectively.
  • Reliability
  • Reporting
  • Connection
  • Account Creation
  • Number Management
  • Deactivation of Accounts w/o contact
  • High First Contact Rate (95%)
  • Issue Resolution (85%)
  • TRT Reduction (48 Hrs)
Avaya does not allow for easy profile management when compared to TalkDesk. Logging in is also difficult for TMs as they require a hard phone login when systems are unavailable. In addition, reviewing calls and historic reporting is difficult to capture. Lastly, Avaya is not a reliable in regards to connections when placing the phone calls.
Talkdesk is great for small to medium customer contact centers but managing the structure of an organization can be difficult when approaching 300 + employees. Small individual companies are also not the best choice for this software as it's very scalable and not effective for single contact needs.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
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