Talkdesk walks the talk!
July 12, 2019

Talkdesk walks the talk!

Christopher Monsod | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Happy Money uses Talkdesk to make outbound calls as well as receive inbound calls from our members and applicants. The software is being used by our membership experience team, our verifications team and our goal realignment team or what others usually call the collections department. Managers and supervisors also use Talkdesk to listen to recordings for quality and training purposes. It is also used by the fraud department to listen to recordings to prevent fraudulent applications from going through.

Pros

  • Talkdesk rarely or never lags. I have personally never experienced any system issues while I am using it.
  • Talkdesk has a great user interface and is very aesthetically pleasing to use.
  • Talkdesk is not complicated to use and very easy to learn.

Cons

  • Talkdesk needs to focus on marketing their product so that more companies will be aware it.
  • Talkdesk needs to continually make improvements so that it can catch up with more established call center software.
  • Talkdesk needs to add more features to it product to make it a more complete package.
  • Talkdesk allows for Happy Money to service our existing loan members with their requests and queries.
  • Talkdesk allows out verification team to process the loan applications faster.
  • Talkdesk allows the managers to pull recordings and provide feedback to associates.
Avaya is obviously an established brand but Talkdesk is catching up in terms of quality and support. I also think that Talkdesk's user interface is better and it is easier to learn. We went with Talkdesk because of its cost and its potential to be a major player as a call center software.
Talkdesk is the perfect software for start-up companies due to its cost and its brand appeal. It is perfect for making inbound and outbound calls. It is also great for pulling recordings of interactions with customers for quality and training purposes. Its infrastructure is able to capture all recordings and allow storage and playability.

Talkdesk Feature Ratings

9.1
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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