Connecting and reporting seamlessly with Talkdesk
Updated February 17, 2020

Connecting and reporting seamlessly with Talkdesk

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We are currently using Talkdesk to help consolidate our communications and give us important data for usage reports and time spent with various dispositions. Combining the resources of multiple CRM software applications has been problematic. With Talkdesk we have replaced redundant data entry and located the information in a single location.

Pros

  • Software was adaptable to our unique configurations.
  • Data from calls and dispositions are easily accessible for reporting.
  • Click to dial from CRM.

Cons

  • Setting up call queues to roll over to other available teams.
  • Adjusting dispositions for multiple teams, without adding to many to create confusion.
  • We are still new enough that I'm not sure how to rate it on return on investment yet.
We have used several different CRM's and call center software programs. The reason we went to talkdesk is the adaptability to multiple teams, and the access to meaningful data. Other programs worked for one team well, but failed the needs of other teams. And it would often lead to additional data entry.
They have been very willing to help. Because of our unique needs, it hasn't been a totally smooth transition. Again they have been attentive to our needs.

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

We have certain teams that use direct numbers and it has caused a few issues. Our biggest benefit overall is the ability to take the call information through reporting to justify staffing needs and find out where are strengths and weaknesses are. We can show the time each disposition takes and how frequently they occur. This helps to focus and correct issues that need to be addressed

Talkdesk Feature Ratings

9.0
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
8
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
8
9.1
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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