easy to use call center software with strong reporting capabilities
Updated November 12, 2021

easy to use call center software with strong reporting capabilities

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

Overall Satisfaction with Talkdesk

Talkdesk is used by almost every client facing team in our organization. It provides us with complex customer call routing, call recording, voicemail and analytics on team and individual performance on the phone. We integrate with Salesforce and this allows us to keep call recordings within the clients' account where any team member can review.

Pros

  • complex call flow (business hours, IVR)
  • analytics on individual and team performance
  • integration with other software such as Salesforce and Slack

Cons

  • connectivity - users are often reporting they need to restart
  • more options for customer satisfaction surveys
  • easily keeping a pulse on service level which lets us course correct rapidly if this gets too high
  • increased response to customer with Slack alerts when a call is in queue and no one is available
  • tracking individual and team performance to allow for accurate measures against goals
the interface is simple and intuitive. this has proven true both for managers and individual contributors where we have found very little training is needed and the ramp up period is short.
Implementation was smooth from what our technical teams reported back. Issues centered mostly on headsets and connectivity.
I have not interacted directly with Talkdesk Support.
Talkdesk is far superior when it comes to the interface for every day users and managers. Better analytics and integration with other software we use. ShoreTel was unreliable for call recordings. Talkdesk reporting is easy to understand and set up for managers and admins. This was not the case with ShoreTel.

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

well suited for multiple teams to use the product with the ability for separate managers to have their team settings and reporting. also well suited for reporting of individual and team performance. there are plenty of out of the box reports with great visualizations. live reporting. good integrations with other software. too often teams have to restart the software for connectivity issues. better options for customer satisfaction surveys.

Talkdesk Feature Ratings

8.5
Agent dashboard
8
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
9
CRM software integration
9
9.2
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

50 - support - success management - digital marketing
1 - IT admin skills, ability to understand call center settings, workflows, troubleshooting headset issues.
  • call routing
  • call analytics
  • call recording
  • IVR
  • using live monitoring for new hires to listen in on established team members calls for training purposes
  • CSAT
the product meets all of our needs, is simple on the admin side and provides the ability for all managers to easily monitor call performance and run reporting for performance analysis.

Evaluating Talkdesk and Competitors

Yes - mitel - needed better reporting, easier to use interface and also reliable call recording software. Talkdesk is user friendly and doesn't require a call center admin to use the system.
  • Price
  • Product Features
  • Product Usability
Usability was the most important factor. Mitel was very difficult to use on all teams. Especially difficult for managers to understand reporting and analyze / coach on performance.
would not change

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