TrustRadius
Talkdesk is good for our growing support team.
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Torrey Henich profile photo
July 12, 2019

Talkdesk is good for our growing support team.

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk has been a good system for our growing support team. I would like to see more functionality in reporting and being able to customize for our specific needs as a department, but overall, not bad. If you are looking for a reliable, easy to use system, Talkdesk is a great match.
  • Easy to use
  • Reliable
  • Easy for growth
  • Lack of customization
  • Limited reporting
  • Too many set features, not ideal for quickly pivoting as a team
  • Uptime is a positive.
  • Easy of use is a positive.
  • Lack of customization is a negative.
It has been good to integrate with our CRM, but Nice was more flexible on customization. Granted it took more time and back end knowledge from us to build out the Nice system how we wanted it, but it was well worth it for the customization aspects. The ability to integrate and grow with Talkdesk is very nice.
Talkdesk has been easy to use and is good for our growing team and company. The lack of customization and reporting has made it hard to really focus on our department initiatives as we continually look for specific areas of improvement. Overall, not a bad system to use as it is reliable and easy.

Talkdesk Feature Ratings

Agent dashboard
4
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
10
REST APIs
6
Call tracking
6
Multichannel integration
5
CRM software integration
6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
6
Historical reporting
6
Live reporting
9
Customer surveys
8
Customer interaction analytics
7