TrustRadius
Talkdesk works for me!
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Alexa Fuhrman profile photo
July 12, 2019

Talkdesk works for me!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

We use Talkdesk as our call platform to speak with customers! We are able to use it for 2 brands that we have, Gentex and Menguin. Both work very well with how we have them set up in Talkdesk. We have Talkdesk set up with Zendesk to be able to type notes along with our calls. When someone reaches us, all of their information populates in Zendesk making it easy to see if others have actually spoken with them via email, chat, or by phone! It makes it easy for all of our associates! I would recommend it!

The only downfall to Talkdesk is that it sometimes glitches with my Mac. If I disconnect my secondary screen to move away from my desk when I come back and reconnect, I have to restart my computer every time because the "voice" of my customer will not go through my headset, it comes out of my laptop speakers. Even if all settings are correct. It is a glitch.
  • Caller ID-always on point and letting us know who is calling in.
  • Sound Quality-if you have a good headset, the quality of the call is great!
  • Connects to other platforms like Zendesk easily!
  • Sometimes it has a lag.. you will hear the ringing and the computer has to catch up for a couple of seconds.
  • Restarting every time I disconnect my laptop from my added screen is a pain.
  • Every once in a while, Talkdesk will go "down" for a little while. Usually due to site maintenance I presume.
  • I don't deal with the financial aspect of our company so I am not sure. I assume it has worked well since we've used it for years at this point!
I haven't used any others.
Every day I use this service for several calls. It is hard to choose one scenario. It usually goes like this, Customer calls, I answer. If the ustomer has questions, I help them. If the customer is done talking, I end the call. Pretty straight forward!

Talkdesk Feature Ratings

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