Talkdesk is a easy to use, full featured call center solution.
July 02, 2019

Talkdesk is a easy to use, full featured call center solution.

Long Dai | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is our main telephony system to manage all inbound/outbound customer service inquires. It is being used by our customer success department. We have Talkdesk integration with Salesforce Service Console to create cases and manage all inquiries.

Pros

  • Integration with other softwares like Salesforce, Slack, and Desk.com
  • Call bar is easy to use and has a simple interface.
  • Reporting in Talkdesk is easy to read once you get to know how the features work.

Cons

  • Implementation could have more filters and additional methods of case creation.
  • Call bar could be integrated as a CTI component on Salesforce service console.
  • Before Talkdesk, we didn't have an IVR so many callers would receive a busy signal. since getting talkdesk we don't miss calls anymore.
Managing agents with Talkdesk live reports works well in our org. We have agents who use Talkdesk call volume tracker to schedule breaks and also manangers use call volume data to schedule agent service levels.

Talkdesk Feature Ratings

7.6
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
5
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
4
Call scripts
4
Call tracking
7
Multichannel integration
9
CRM software integration
8
7.3
Inbound call routing
8
Omnichannel inbound routing
8
Recording
4
Quality management
8
Call analytics
6
Historical reporting
8
Live reporting
10
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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