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Talk for Talkdesk
March 10, 2021

Talk for Talkdesk

Juan Forero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We primarily use Talkdesk for our inbound campaigns in Asia, Europe, Latin America, and North America. We also use Talkdesk omni-channel for live chat and Facebook Messenger.
  • Cloud servers.
  • Innovative.
  • Customer Service.
  • Customer service on demand services for small projects.
  • All in one platform for calls and omni-channel.
  • Better view of SLA's.
  • Cost effective.
Talkdesk still finding their sweet spot for usability. The UI is not bad, and is easy to use, but still not quite there in comparison with other providers.
The implementation team is really good, they deliver on time, and easy to accommodate business needs if the implementation parameters need to change.
Talkdesk support is one [of] the best. They [are] always following up and make sure their answers are what you were looking for.
I think the foundation Talkdesk is the key. They are always looking for better ways to improve the CX experience with seasoned veterans that understand what the CX world needs. Also, understanding that every business is different they are able to accommodate business needs with open APIs.

Talkdesk Feature Ratings

7.5
Agent dashboard
6
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
7
Click-to-call (CTC)
Not Rated
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
10
Call scripts
10
Call tracking
6
Multichannel integration
8
CRM software integration
8
8.5
Inbound call routing
5
Omnichannel inbound routing
8
Recording
10
Quality management
5
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated