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Easily integrated into my work environment
Updated July 19, 2023

Easily integrated into my work environment

Eric Alcorta | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

I am sure there are many VOIP programs out there (we have tried 3 so far), but Talkdesk is here to stay. The integration with Salesforce, and the possibility and ease with which managers can listen to calls for quality reviews, offers everyone in my small office enough peace of mind about our work processes.
  • Offers a click to call option.
  • Easy to integrate into salesforce.
  • Easy to listen to calls for quality controls.
  • History of calls per agent on the web version.
  • Glitches, silences or rewinding of the conversation, all of which are not so common (mainly after a long pause in calling or after using other voice/video consuming platforms). These are fixed when re-launching.
  • It has made it more efficient to place calls (numbers).
  • It has made it easy to check for our history and listen to our calls (quality).
  • It has made it easier to input call results for survey purposes.
Talkdesk is appropriate for customer service outbound and inbound, as it is also for sales. I work in an online school as support. However, I imagine it would not be a complete enough tool for e-learning with a teacher or for conferences (for that, there are other tools).

Talkdesk Feature Ratings

8.1
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
8
7.7
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
7
Historical reporting
8
Live reporting
Not Rated
Customer surveys
8
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

35 - The business functions they represent are Customer Service with end users from a global pool of corporate clients
1 - We have a level 1 IT front-desk who support a wide variety of hardware set ups and some basic set up of software. He is in-house and can provide assistance when we encounter a technical issue while calling (e.g. cannot hear each other)
  • Integration with Salesforce
  • Recording of calls readily available for management
  • Easy of use and reliability
  • The newest integration with SF allows for a more focused work / saves time for the customer representatives
  • The recordings allow for coaching / analysis / training of the communication from customer agents to end-user (clients)
  • Perhaps enabling the end-user (client) to call a centralized line
  • Arranging for calls not only by request of the client via booking platforms, but via alternative ways (without the need to access internet) e.g. sms to arrange for a call
It is reliable and my colleagues feel it simplifies their job. It has a global-reach and is easily scalable. It is good for management.