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User friendly
August 26, 2020

User friendly

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

Overall Satisfaction with Talkdesk

TalkDesk is a vital tool for our support department. It has become a crucial part of our work from home transition. It is easy to use. The support team is always available to help. Minimal wait times. I'm very thankful for this software. Even when issues arise the team is swift to respond and address all your issues and concerns. Couldn't be happier with all the updates and service we have received. Great job team!
  • User friendly.
  • Great support.
  • Auto login feature.
  • Updates should run in the back end.
  • Provide more fields for statuses.
  • Update your routing system.
  • Fewer calls dropped.
  • Capturing call information.
  • Able to listen to calls for quality assurance.
It is simply the best tool for us. We have tried other companies and we can see the percentage of dropped calls go down. We are able to track the calls much better. We are able to gather information from the caller. It's an auto-login feature that makes it easy to get started.
It is easy to use with very minimal issues.

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

Scenario #1 - Great
We were receiving calls from a 3rd party that kept (pranking) calling our department. Talkdesk has a caller ID feature. We were able to track the calls and the number to report it to the TD support team for help.
Scenario # 2 - Not so good
It has happened multiple times where I'm in the middle of a call and the call drops and TD app closes due to an error. What I find troubling is that when I go running report on my call history, I cannot find any information on the call that dropped.

Talkdesk Feature Ratings

8.5
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
4
Warm transfer
10
Predictive dialing
4
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
3
Multichannel integration
10
CRM software integration
10
8.7
Inbound call routing
10
Omnichannel inbound routing
4
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
4
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated