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Reasons to choose Talkdesk
Updated March 19, 2021

Reasons to choose Talkdesk

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

Overall Satisfaction with Talkdesk

It is used mostly by departments. It deals with the customer, couriers, and restaurant concerns over a phone call. Talkdesk is also used for tracking the service level of the department and for coaching purposes for team members.
  • Inbound/outbound call tracking.
  • Call recording.
  • Check the service level.
  • Check the team member's status on Talkdesk.
  • Easy to monitor.
  • Monitoring section can be improved for better service level.
  • Increased the service level by reducing the handling time.
  • Increased the customer satisfaction level.
  • Productivity level increase within the company.
I would give 9 because of the usefulness and ease of use [of] Talkdesk. Easier to track down all the inbound and outbound calls. Easier to monitor the service level that gives hints for improvement in the future. The recording option of the call will allow monitoring employees' KPI scores.
The upper management level selected Talkdesk.
Zendesk Chat (formerly Zopim), Slack
1) Call anyone at any time.
2) To record the conversation for coaching purposes.
3) To maintain the customer service level.
4) Tracking the service level and easy to check if the service level meets the company standards or not.

Talkdesk Feature Ratings

9.3
Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
10
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
9
CRM software integration
9
8.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

2000 - Talkdesk's main use is to provide customer service. Call received from customers, couriers, and even from the restaurant. It also gives features like internal transfer with the option of warm/blind transfer.

Evaluating Talkdesk and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
1) cost.
2) user-friendly.