Reliable, Scalable, Functional
July 11, 2019

Reliable, Scalable, Functional

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

Overall Satisfaction with Talkdesk

Talkdesk is used by several customer-facing departments within our organization. It allows us to field customers from across the country, and connect them to the correct teams. We use IVR and have great success implementing changes with that recently. Clear connection and other tracking capabilities make it very easy to understand and assist our hundreds of callers each day.

I am also thrilled with the quality we have with our contract teams. Everyone is using their own Wifi and routing systems, and this software does well across all different home setups.

Pros

  • Pulling metrics is simplified and makes managing easy.
  • Their user-facing dashboard is user-friendly and update accurately.
  • Customer service is great in the face of a larger problem.

Cons

  • There could be more customizable options for function options for our call teams.
  • I would like to see a easier way to track employees.
  • Needs integration options with other databases our company uses.
  • Maximize support efforts while scaling.
  • Integrate multi-location support centers.
  • Assist with the move to a BPO.
Talkdesk is well-suited for teams that work remotely. The software is easy to use for those without immediate access to in-office support. It is reliable and it's dashboard makes it easy for all working. Talkdesk functions best with reliable Wifi.

Talkdesk might be less reliable if your customer-facing team is 100+ employees. I could see how it would be difficult to manage personnel with the dashboard.

Talkdesk Feature Ratings

8.4
Agent dashboard
10
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
5
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
8.6
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
10
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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