Cloud based solution of contact centre - has worked well during the current pandemic
Paul James Rea | TrustRadius Reviewer
June 15, 2020

Cloud based solution of contact centre - has worked well during the current pandemic

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Talkdesk

Talkdesk is currently being used by the Operations department in our company, across 3 different sites in multiple countries. We have been able to adapt to working remotely during the COVID-19 pandemic due to the Cloud based approach of Talkdesk.
  • Cloud based
  • User friendly
  • It provides well developed tools to monitor performance
  • The ability to monitor agent performance is weak
  • It isn't easy to locate specific calls for auditing purposes
  • We have been able to monitor a number of factors from an overall picture to agent-specific.
  • Talkdesk has helped reduced overall wait times to under 30 seconds.
The product is very user friendly but would help to have a dedicated account manager to run through issues when they are encountered.

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 works well in terms of the Cloud-based approach. This has helped on-board colleagues new to roles during the move to working from home for our company.

Support can be quite delayed and a lack of immediate resolutions sometimes impacts our ability to serve customers.

Talkdesk Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
8
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
Not Rated
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated