Great Phone Solution!
Kyler D | TrustRadius Reviewer
August 15, 2019

Great Phone Solution!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk was used across the organization. It's a fantastic phone solution that gave us great visibility into what queues our employees were in and where we needed attention. We were able to access patterns and send information to Talkdesk in order to analyze trends both in incoming traffic and in employee behavior!
  • User interface
  • Dashboard views
  • Ease of use
  • Additional customization availability.
  • Ability to manage settings and queues for multiple employees or groups at once.
  • Difficult to adjust macro settings.
  • Ability to track call avoidance
  • Ability to access time theft
  • Ability to validate customers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
I really didn't ever contact support for Talkdesk. I'm not able to speak to the benefits provided in this manner! As an administrator, I was told often that there were things or changes that could not be made and that's the reason I don't have much information to add here.
We've been using ACW recently and we've really enjoyed that process. That being said, I definitely miss the views available in Talkdesk. The visuals made it incredibly easy to know where I needed to focus my efforts. Often, I'd reference it to see where I had available agents, or to see how long they'd been in different statuses.
Talkdesk is great for an inbound phone team that doesn't need to transfer across many departments. I think that in an environment with substantial queues and the need for specificity, Talkdesk isn't the best choice. As our team grew, we thought that the additional reporting and customization of other systems was more beneficial to our business.

Talkdesk Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
6
Call forwarding
5
Warm transfer
5
Predictive dialing
7
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
4
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated