Talkdesk is very convenient to use!
November 14, 2021

Talkdesk is very convenient to use!

Armira Bagtas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is being used as a platform to communicate with our customers through call, chat, and email. This is also used by all the departments that we have in Customer Service. It helps with how we make our business and know how customers react with all the products and services that we offer.
  • Communication platform
  • Business analysis
  • Customer's sentiments review
  • Performance review
  • Call/Chat/Email review from recordings
  • Limitation on reports for Chat and Email
  • Delays on incoming chats
  • No filter option by date and time in chat
  • Reduced average handle times
  • Increased CSAT or NPS score
  • Increased agent productivity
  • Increased customer retention rates
  • Increased contact center generated revenue
  • Business performance improvement
This is our main tool in our day to day tasks being in the customer service industry. We use this to communicate with our clients in different channels, whether through phone, chat, or email. This tool is every useful to even interact with co-workers and support the agents with their questions and inquires about a specific customer's concern.
I am highly satisfied with this tool, as it gives ease of service. It makes our daily tasks easier, more convenient, and more efficient. We are able to complete all the deliverables in a specific given time, with just a click in the Talkdesk reports. We can review call recordings and chat or email transcripts any time of the day, even from past interactions.
It exceptionally supported me when I was doing my analysis with chat handle and email productivity. We can see the handle time of the agents and at the same time see all the numbers of email interactions per tag, so we can distinguish our chat and email driver daily. It also shows how productive the agents are.
There are a lot of limitations and bugs using Cisco Finesse. It is inefficient to use and we found some inaccuracies with the reports. However, on the other hand, Talkdesk functions way better and provides us with more accurate data that we need in our business analysis. This way, we are able to improve the business performance.

Do you think Talkdesk delivers good value for the price?


Are you happy with Talkdesk's feature set?


Did Talkdesk live up to sales and marketing promises?


Did implementation of Talkdesk go as expected?


Would you buy Talkdesk again?


Microsoft Teams, Verint Monet, Microsoft 365 (formerly Office 365)
This is well suited for a customer service set up, as the platform is convenient and easy to use for the employees. We get to speak with our clients clearly and at anytime of the time without interruption. I can't think of any scenario that this tool is less appropriate to use, since we always need this with our daily tasks.

Talkdesk Feature Ratings

Agent dashboard
Validate callers
Outbound response
Warm transfer
Interactive voice response
Call tracking
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer interaction analytics