TrustRadius
Talkdesk Delivers Quality and Offers Outstanding Customer Support
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Jesse Marion profile photo
July 26, 2019

Talkdesk Delivers Quality and Offers Outstanding Customer Support

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is the main telecom provider for our customer experience department. We take large volumes of inbound customer support calls from our customers and showroom teams on a daily basis. We also rely heavily on and their voice/call quality, in-depth reporting, and fast action support to keep our service afloat. I was wary about many VoIP providers coming from business telecom support for many years, I expected to have issues with networks, which were superb, Talkdesk matched that quality and any issues that did arise technically would be address promptly.
  • Reporting - we rely on exports for mode usage (WFM and adherence), inbound and outbound volume and KPIs (AHT, ATT, AWT).
  • Quality - with a great internal wired network Talkdesk lives up to the game.
  • Support - There hasn't been a moment of frustration with anything Talkdesk offers, their support is fast and amazing!
  • Future vision - AI for sentiment and all the other fun things about AI.
  • Live speech to text - I saw this demo's somewhere and it was amazing, especially when a knowledge base was connected with an AI bot.
  • Price - lower the price, we are all cheap and trying to get ahead.
  • Volume, we have dealt with well over 100,000 interactions this year and talkdesk has lived up to them all
Customer Support and Quality! the providers mentioned above always had issues when customers networks were flawless, their support would often blame the ISP provider when we would have fiber networks connected to the company and verified network uptime would surpass any VoIP provider - they would switch to Talkdesk or Dialpad and would stop calling the ISP! after using Talkdesk for the last 2 years I agree it is amazing.
Any company that is looking to address high volume calls (in/out) with in-depth reporting - Talkdesk is the company for you. The price is on the higher side, however, the quality and customer support fill that nicely and you don't even think of the price when your business is sailing in their winds.

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
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10