A solid, dependable workhorse for call centers
Colby Seifert | TrustRadius Reviewer
September 02, 2019

A solid, dependable workhorse for call centers

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

I work in a support center for a rideshare app operating in one of the largest cities in the world, so call volume is daunting. We use TalkDesk to assign, take and transfer calls. It syncs up beautifully with our email client, Zendesk. The main business problem this tackles is that of contact organization-- we have hundreds of thousands of them, and TalkDesk lines them up and auto-populates tickets with incredible accuracy. Crashes are so rare that I remember each of them-- two total in about seven months. Support was excellent during these occasions.
  • Clean, simple layout.
  • Reliability - Rarely crashes, even under heavy use.
  • Compatibility with other software.
  • Occasionally missed ticket population.
  • Customer retention - TalkDesk is integral to our customer support operation, which is what our customers know us for.
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
We've only had to use it twice due to crashes, and I did not use it personally. Based on the results and speed of resolution, I'm satisfied.
TalkDesk is well-suited to high volume call/support center work. I haven't used it for anything aside from this, so I can't really speak to any other uses. Included in this environment are receiving calls, bridging calls, in-office transfer, client-to-contractor transfer and contact recall for tracking down accounts. This is definitely a good fit for a high volume operation, likely less so for something like a doctor's office or small business.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
8
Outbound response
10
Click-to-call (CTC)
10
Warm transfer
10
Call tracking
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Call analytics
10
Historical reporting
10
Live reporting
10