Review of Talkdesk 2021
Updated August 11, 2024

Review of Talkdesk 2021

Shanique Aitken | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use [Talkdesk] to communicate with our borrowers and installers on a day-to-day basis. It's also used to mark attendance, keep [track] of Aux usage, and monitor call handling.

Pros

  • Record calls
  • Live monitoring
  • See daily activity uses
  • Communicate with borrowers

Cons

  • Ability to lift hold and speak with borrowers without disconnecting other line
  • Ability to hear borrower while on hold
  • Increased agent productivity
  • Reduced average handle times
  • Increased CSAT
I have been using Talkdesk for 3+ years. It's efficient, structured, [and] reliable. still rating 10 after 3 years of usage
N/A
Maybe once or twice [Talkdesk] might be out, meaning we are not getting incoming calls, and the tech support was able to resolve the issue in less than an hr.
  • Talkdesk Quality Management Assist
Easy to find my quality grades once completed, and i can easily see the score sheet and areas of improvement

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

Talkdesk is very efficient in the sense it's user-friendly, easy to navigate, and has the ability to choose who has access to be an admin. it easy to find previous calls and able to connect with other tools such as salesforce. I can easily log on during the mornings for work without any hassle.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

Customer service, sales admin, underwriting.
N/A
  • Receiving calls
  • Outbound support
  • Sales
  • To monitor quality assurance
  • To take agents offline
  • Monitor aux usage
  • N/A
N/A

Evaluating Talkdesk and Competitors

Talkdesk Implementation

Talkdesk Training

  • Online Training
The training can be a bit long

Configuring Talkdesk

Talkdesk Support

N/A
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
N/A

Using Talkdesk

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Making calls
  • Receiving calls
  • Call monitoring
  • N/A

Talkdesk Reliability

Integrating Talkdesk

Upgrading Talkdesk

Yes - smoothly
  • Screen monitoring
  • easily identify areas of opportunity when agents on calls

Comments

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