Talkdesk? TalkYES!
September 02, 2020

Talkdesk? TalkYES!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

My organization uses Talkdesk on a daily basis to connect with guests, monitor current calls, and collect voicemails. It is used company-wide on a small scale and in-depth for our call center agents. This gives our team a safety blanket of having all of our calls recorded and is a great way for us to track calls in marketing.
  • Records Phone Calls- Can be searched by agent, phone number, contact name, etc. This is helpful when verifying information that was previously talked about.
  • Tracks phone numbers for marketing--who is calling what numbers? Are our website ads being seen? etc.
  • Integration with other programs like Salesforce--love that everything syncs!
  • Has a separate call bar. It is small and makes working in Talkdesk a breeze.
  • I wish I could pull up previous call history from the active call.
  • A more user-friendly reporting feature
  • Easy to manage high call volume.
I prefer Talkdesk over TRACK Pulse because I go back and listen to a lot of calls. With TRACK Pulse, you had to hold certain permissions to go back and listen. Talkdesk has a call bar and syncs with Salesforce, which is also a big plus for our company.
Very good support team. Fast and efficient.

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

I work in a call center environment. Talkdesk has been a lifesaver during this busy time. Our call volume has tripled since March and having such a fast phone has been a lifesaver.

Talkdesk Feature Ratings

Agent dashboard
5
Validate callers
7
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
Interactive voice response
8
REST APIs
7
Call scripts
6
Call tracking
10
Multichannel integration
5
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
6
Recording
10
Quality management
10
Call analytics
10
Historical reporting
7
Live reporting
10
Customer surveys
7
Customer interaction analytics
7