Excellent product with good features, would recommend.
November 16, 2019

Excellent product with good features, would recommend.

Darcey Pollard | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is a great product that is used within our Operations team, as well as amongst the wider company.
A fantastic system for all.
  • Reporting/analysis of calls - easily digestible/simple to view.
  • Metrics present to reflect average wait time/count of calls/CSAT etc - very apparent on the Talkdesk home screen. It enables the team to see what targets they're working towards and how far they're off of them.
  • Ability to download agent-specific calls (outside of a huge spreadsheet) with every call made in an X-day period.
  • Enables our business to create a complex workflow for Customer Operations including outsourced teams which will hopefully lead us towards our goal of three rings answer time.
Freshcaller was a very poor product. Very limited scope for integration with other internal systems (other than Freshdesk) which still left a lot to be desired. Talkdesk was selected by our manager and has been a positive move.
  • Excellent reporting/analytics
  • Simple interface
  • Very easy to navigate

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

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?

Yes

Would you buy Talkdesk again?

Yes

Extremely appropriate for operations/customer call centre teams
It is less appropriate for very small teams who will receive the ad hoc inbound call (involves constantly being connected so that a call is not missed).

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
8
Customer interaction analytics
10