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A Novice Review ( 2 months in ) of Talkdesk!
March 16, 2021

A Novice Review ( 2 months in ) of Talkdesk!

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

Overall Satisfaction with Talkdesk

Related to sales, it is used across the entire company. I am not certain if support functions such as finance and marketing also use Talkdesk.
  • Tracking activity of calls.
  • Providing interface with CRM Hub Spot.
  • Allows customization of dashboards.
  • Tracks missed calls and allocation of Voice Mail.
  • Still learning and might be better equipped to critique shortcomings, if any, with more time.
  • Too early to tell.
As stated, [we are] early on in process but measured against previous systems, the team members find its functionality and ease of use refreshing. Even where some of the ring groups, spread all over outside US as well have much better result.
Was not involved in deployment in big picture except for creating the specific ring groups that are my responsibility.
IT and the implementation team deal with this.
Former platform did not allow monitoring or ease of transfer of calls. The yacht sales department with which I am primarily responsible is more agile with Talkdesk and allows me [to] crossover to other ring groups.

Talkdesk Feature Ratings

6.8
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
5
Interactive voice response
6
REST APIs
Not Rated
Call scripts
1
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
7
5.8
Inbound call routing
5
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
5
Historical reporting
5
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated