7 Month Review of Talkdesk! Great so far!
Dang Lu | TrustRadius Reviewer
February 27, 2019

7 Month Review of Talkdesk! Great so far!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

I really enjoy most of the functionality of Talkdesk, especially the reporting. Their dashboards make reporting in real-time a breeze. The SFDC integrations are great because it makes work very streamlined. I also really like that Talkdesk allows other team members visibility of all available members. There are still areas for improvements, but the Talkdesk support team is fantastic and very prompt.
  • Reporting: Scheduled reporting is awesome. There is also a way to do on-demand reports. We can determine the health of the department quite quickly from these reports. The reports are insightful and helps us determine staffing needs.
  • The Dashboard is filled with very useful data. We are able to determine on a day-to-day how well our department is performing. It helps determine how we function for that particular day.
  • We no longer have a 1 second delay while on calls. With our previous provider, there was a delay that was never resolved.
  • Callbar sometimes underperforms or is glitchy. Users sometimes report that multiple calls are being sent to their queue.
  • Call logging could be improved. There are certain conditions that need to be met before a call can be logged to a particular case.
  • If only API access were free it would be really nice!
  • We had mostly positive impacts. The team is operating more optimally because we have high visibility of other teammates. There are far less lapses in coverage resulting in higher service levels.
Talkdesk is much better than NVM because there is no delay. The UI is very user-friendly and intuitive. Reporting is a breeze. I would highly recommend it.
Talkdesk is the perfect solution for a call center. Managers have a quick glimpse of how day-to-day operations are running. Call routing and queue callback features are on par with industry standards.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9