Intuitive, easy to use software.
May 14, 2019

Intuitive, easy to use software.

Candice B | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Our company uses Talkdesk for consultant and customer support purposes. We primarily use Talkdesk in our Support and Field Development departments in order to communicate with our consultant field/customers, and to monitor productivity and other metrics of these departments.
  • Intuitive, easy to use interface.
  • Seamless integration with Zendesk.
  • Excellent built-in reporting tools.
  • Occasional dropped calls/agents sometimes dropped from call rotation.
  • I would love to see custom reporting.
  • Monitoring call volume to better train/staff our customer-facing departments.
  • Resolving customer/consultant issues more efficiently.
  • Easier agent training.
We briefly used Mitel. To be honest, I found Talkdesk to be a lot better value for your money, and the customer service is a lot more responsive.
I have been using Talkdesk for over a year now. So far, I have found Talkdesk to be the most intuitive contact center software I've used in a contact center role. The interface is easy to navigate, new agents learn the ropes quickly, and it integrates seamlessly with Zendesk. I can also easily monitor the productivity of my team using real-time metrics and the stock reporting tools. My team experiences the occasional issue where calls drop, or agents drop from call rotation. However, restarting the software almost always resolves this issue.
With that said, we would like to see the ability to customize reporting tools around specific metrics.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated