Great product, easy to use with a lot of tools!
February 21, 2019

Great product, easy to use with a lot of tools!

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

Overall Satisfaction with Talkdesk

We use Talkdesk in two of our divisions, both as a Customer Service call center, as well in our Wholesale department to chase new sales. It has allowed us to easily manage communication between departments and members as well as easily engage with customers. Talkdesk can be used to make calls to any country and/or provider regardless of your account, which we as an international company, find extremely useful!

Pros

  • Quick to learn - When a new member joins our team, the training for Talkdesk is the one they find the easiest.
  • Easy to use - The interface is very friendly for all levels of expertise when it comes to usage of systems.
  • Great tools for reporting for admins - Lots of options to report on missed calls, abandoned calls, voice mails and more.
  • Great variety of tools for users - Able to transfer, to put on hold, to record and more.

Cons

  • Having more calls than one at a time - Would be really helpful if you can put one caller on hold and engage another call in the meantime.
  • Saved us a lot of money on phone bills.
  • Made communication between departments and members quicker.
  • Allowed us to integrate our phone system to our tickets system for the call center.
  • There haven't been any negative impacts since we started using Talkdesk.
Talkdesk is great for call centers regardless of the size. It is great for companies that expand and hire new staff with the need to get used to the company's practices quickly.

Talkdesk Feature Ratings

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
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

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