Talkdesk is a customer service super tool!
November 09, 2021

Talkdesk is a customer service super tool!

Tracy Miller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Whole organization. Tracking performance goals, ability to listen to calls previously made when issues arise, reporting, etc.
  • Call playback.
  • Voicemail.
  • Search capabilities.
  • Tracking performance.
  • Reports are difficult to create.
  • Not my department.
  • Makes documenting Workers Comp claims very accurate due to the ability to listen to original intake calls.
The system is very easy to use and the learning curve is very short.
Roll out was smooth and we were up and running with very few issues.
I have never had to call or ask for support. The system runs pretty seamlessly from a user standpoint.

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

Working in Workers Comp, we often have to go into previously recorded phone calls to listen to what the claimant stated to the case manager for clarification if documentation is not adequate to tell the entire scenario.

Talkdesk Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
1
Warm transfer
10
Predictive dialing
1
Interactive voice response
1
REST APIs
1
Call scripts
1
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated