TrustRadius
Talkdesk
https://www.trustradius.com/contact-centerTalkdeskUnspecified8.4145101
Sarah Yeargin profile photo
August 01, 2019

Talkdesk

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

I like Talkdesk for its ability to track and record calls. I am not sure if it is my network or Talkdesk specifically, but I am frequently having to close out of it and open it back up for it to work properly. I have talked to others on my team and some have experienced the same thing while others have had no problems with that. I also find it difficult to transfer to someone else; if there are calls in the queue, they have no opportunity to set themselves to "available for transfer" before the next call is routed to them. I think it is capable of doing what we need it to do... it's just a learning process and a matter of getting things customized.

We are now able to see what is driving the volume of our calls by selecting a disposition. Gives us immediate access to recorded calls. It writes back to our ticket system.

  • Records calls and you have immediate access to them
  • Integrated with Zendesk
  • Gives you the ability to select a disposition (purpose of the call)
  • Difficult to transfer to someone else and do follow up work
  • Sometimes I have to close out and open it back up in order for it to work
  • It creates duplicate tickets in zendesk
  • Gives us a better idea of where the volume is coming from
  • Saves time being able to click to call
  • Saves time by creating tickets automatically
I have only used Talkdesk and my desk phone. I liked how much easier the reporting is with Talkdesk.
I think Talkdesk is beneficial for those who do not have after call work or the need to transfer frequently. It is very helpful for coaching opportunities when we need to review calls and receive feedback on how to improve.

Talkdesk Feature Ratings

Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
3
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
1
Predictive dialing
7
Interactive voice response
Not Rated
REST APIs
9
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
5
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
7
Historical reporting
10
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated