Talkdesk is a reliable application
Steve Samuel | TrustRadius Reviewer
November 01, 2019

Talkdesk is a reliable application

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is used by our agents to answer incoming calls to our support center. Talkdesk is also used to make outbound calls to clients and conduct three-way calls, if necessary. It is great for keeping track of calls and maintaining call histories and case histories. It is easy to answer calls and to complete warm transfers and cold transfers. The application allows us to revisit the calls if needed.
  • Talkdesk integrates well into other applications that we use to keep track of calls for our clients.
  • Talkdesk allows us to revisit the calls and histories, in case we run into any recurring issues, or have any questions about specific calls.
  • Talkdesk is an easy app to understand and navigate.
  • When a user is placed on hold, and then brought into a conversation, there is not a way to place the user back on hold.
  • There are instances when it may be necessary to place the user on hold again, but there is not a way currently to accomplish that, without having to end the call and initiate another call.
  • The application is great for keeping track of our calls.
  • We have had situations where we may have had some questions about specific incidents and were able to clear up any doubt because of the call recordings.
We haven't had any major issues with Talkdesk. There may have been times when network speed may have been an issue and we have had choppy conversations.

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

No

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

It is easy to answer calls and to complete warm transfers and cold transfers. Obviously it helps to keep track of call history and allows us to revisit the calls if needed. When a user is placed on hold, and then brought into a conversation, there is not a way to place the user back on hold. There are instances when it may be necessary to place the user on hold again, but there is not a way currently to accomplish that, without having to end the call and initiate another call.

Talkdesk Feature Ratings

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