Talkdesk makes managing customer service agents simple!
Lydia E | TrustRadius Reviewer
November 22, 2019

Talkdesk makes managing customer service agents simple!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

TalkDesk is being used by our operations team to communicate with our customers round the clock. It allows us to maintain a constant open line of communication with the people using our product.
  • Allows you to monitor metrics that are important to your business.
  • Provides customisable reports for easy and regular tracking.
  • Great clarity on live ongoing calls.
  • I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.
  • Being able to search a phone number in TalkDesk to see when the last calls were made would be really useful.
  • Would be useful if the live reporting screen displayed how long each agent had been set to each status, without having to expand the box and cover all the other metrics.
  • We have come closer to hitting our SLAs since making the switch to Talkdesk.
Talkdesk provides much clearer live reporting.
Talkdesk support is very responsive when an issue comes up and they work with us to get it resolved.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Talkdesk is well suited for communicating with a large volume of customers and it is great for managing a team of customer service agents.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
4
Call forwarding
7
Click-to-call (CTC)
4
Warm transfer
9
Interactive voice response
7
Call tracking
9
Multichannel integration
8
CRM software integration
7
Inbound call routing
9
Omnichannel inbound routing
7
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
7