TalkYES!
November 20, 2019

TalkYES!

Liza Seltzer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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 easy to answer calls and to complete warm transfers and cold transfers. The application allows us to keep track and record the calls if needed.

Pros

  • Recordings of the calls
  • Being able to warm transfer or blind transfer

Cons

  • Sometimes there can be issues with the connection
  • Sometimes you need to reboot but it's a simple fix
  • We are able to successfully route calls to specific departments.
  • We are able to transfer to other departments with ease.
it was not very easy to use - the transferring was not seamless there were constant issues with the service being down. Connections were poor at times and I felt like it was truly just a desk phone - no click-to-call and no real way to see agents who were live etc.
I have never used the support for Talkdesk - if I had used the customer support I am sure I would have a different review. I do know that when we have issues they are easily fixable and if it is a systemwide issue they are very great about addressing it.

Do you think Talkdesk delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

It's very well suited to deal with high volume calls but also for everyday use as well. We use it for our support team which can get up to 50 calls per day per person and as well in our strategy department which can use it to click-to-call quickly to address people's needs.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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