Overall, Talkdesk is a Quality Service
April 13, 2019

Overall, Talkdesk is a Quality Service

David F | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Here at Generation Tux, we utilize Talkdesk in our customer experience department. This is the main department that uses this service, and it is the main mode of communication between our agents and the consumers. By having the ability to use Talkdesk when interacting with our customers, we have the ability to ensure quality dialogue with ease of use that makes training very simple.

Pros

  • Provides clear connections
  • Very simple to use in general
  • Constantly providing updates to improve overall call quality
  • Makes going through calls easy when listening in for quality control

Cons

  • While the updates are great, and often, sometimes they do cause more of an issue than anything
  • Depending on when a call comes in, it can take a little bit to be able to listen in on a recording
  • There a few too many things that you can do with this service which can make it difficult to sift through the fluff
  • Allows our customers an easy way of contacting our service team.
I personally have not used any other services, so I, unfortunately, cannot comment on this.
In general, Talkdesk is well suited for the communication we have with our customers. The service is easy to use, the connectivity works well in most situations, and our agents pick up the system very quickly.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Interactive voice response
9
Call tracking
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10

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