TrustRadius
Simple and easy to use!
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Ryker Watts profile photo
August 01, 2019

Simple and easy to use!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is being used by our customer support department and has been a huge benefit when working with our customers. Not only does it easily allow our agents to field calls with customers, but it also allows us integrate with other third party programs, like our ticketing system, to make keeping track of notes and what occurred on calls much easier.
  • Third party integration is my favorite feature of talks desk, as it makes tasks much easier to accomplish when you don't have to move through several different app and/or web pages.
  • Their software application is intuitive and user friendly; it's not overly complicated and is easy to pick up with only minor computer skills
  • Call logging is simple, yet effective, as talkdesk lets you easily track down call notes (we use this feature specifically with our third party integration with Zendesk).
  • Audio input/output does not seem to save your selections once you close the application, forcing you to set those each time you log in.
  • Different color schemes would be nice to have, as we work in a darker area of our building and a dark mode would be very appreciated.
  • While Talkdesk does integrate with third party applications, it doesn't always transition notes well from the call log, to Zendesk, forcing us to have to type out the notes a second time.
  • Has allowed our support staff to more easily keep track of calls and notes
  • Has been easier to train new agents on the talkdesk system
  • Integration support has been helpful with our ticketing system
Incontact was functional, but hard to use and understand, especially for newer employees. While the incontact call routing was expansive, their interface was also a little clunky. Incontact also did not integrate with any of the third party products that use here, which was a very important feature for us to have.
Zendesk, Slack, BeyondTrust Remote Support (formerly Bomgar Remote Support)
Talkdesk is well suited for for making calls while being mobile around the office. We often need to speak with other departments or individuals about a certain issue and with app being on our laptops, it makes it easy for us to talk to our customers and other technicians and bring our computers with us when dealing with a more complicated issue.

Talkdesk Feature Ratings

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