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Awesome tool for call centers!
Updated July 18, 2023

Awesome tool for call centers!

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

Overall Satisfaction with Talkdesk

We use Talkdesk mainly to have a call center software for the tech support team, customer service, restaurant support, website support, etc., So it's our main tool for communications. It is very helpful since we have several ring groups and we can transfer between each other. Also, it is a smart-assigning call queue, so It's not like the regular call center software where it assigns a call to the agent that has the most time is available, but it assigns it to an agent depending on several factors, like the auxiliary usage, available time, etc. It also has a voicemail feature, where it stores all voicemails and can be assigned to each agent, which is very convenient for each agent to track all voicemails, including contact information. It is also used for QA evaluations, as you can upload your QA form and evaluate the call for each agent, adding comments to each section of the voice interaction specifying on what part of the call you made the note so that the agent that is being evaluated can see exactly where are the comments. It also keeps track of every interaction with time stamps and dates of course. It's great overall
  • Assigning calls to the queue
  • Transferring calls
  • Dialing out calls
  • Detecting and using audio hardware, like headphones or headsets
  • QA evaluations
  • Managing the whole team
  • Good Dashboard for live reporting
  • Live view of the queue
  • Mobile app
  • Call-bar positioning and customization
  • Reduced call waiting
  • Increased productivity
  • Improved quality assurance
  • Core functionality of the business
As I mentioned previously, the desktop app is great! And actually, it's the main way that I use it. Through my desktop. But if I want to use it through my phone, it is very frustrating. I cannot even answer calls, so basically, I cannot use it, but, since my main use is on the desktop, I have almost no complaints about it. It is incredibly easy to use and get used to.
It is very easy to use and to set up. I literally started working 20 minutes after I installed it for the first time. You just need to have your account, download the Callbar and you are all set! There's no setup needed, as far as your account is already set up and assigned to a ring group
One time my Talkdesk live reporting Dashboard was not working at all, so I contacted the Talkdesk support via chat and I have to say that it is pretty good! They answered right away and knew exactly what the issue was. It turned out that it was just an ad blocker that I installed on my computer.
Skipping question
At the place I used to work before, we used Avaya One-X as our softphone software for the same purpose, call center. I like Talkdesk more because it lets you use whatever headset you want, it can be a 3.5mm jack, a USB headset, Bluetooth, even the speakers and the microphone of the laptop. However, Avaya only lets you use an Avaya hard phone or a USB headset. Nothing else. So I really appreciate the options that Talkdesk provides.

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

Google Hangouts (Classic), Slack
It is very easy to use, you basically don't need training on it. Everything is pretty self-explanatory and you can get it up and running in less than 20 minutes. I really like that you can customize your "Dashboard" so that you can see different queues and information from those different queues. However, the only thing that I would add is the live reporting on the mobile app.

Talkdesk Feature Ratings

6.9
Agent dashboard
10
Outbound response
5
Call forwarding
8
Click-to-call (CTC)
5
Warm transfer
10
Predictive dialing
10
Interactive voice response
7
REST APIs
3
Call tracking
10
Multichannel integration
5
CRM software integration
3
9.6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

500 - Customer service, technical support, billing, cancellations, sales
4 - Great use of Windows and Mac operating systems, broad experience with call centers and IT overall
  • Customer Service
  • Technical Support
  • Sales
  • Call managing
  • Quality assurance
  • Live reporting of agents' statuses
  • Voicemail managing
  • Chat managing
  • Clock in / out
It runs the core functionality of the business, with almost no issues. It has been thoroughly tested on our end and has been used by over 500 agents every day

Evaluating Talkdesk and Competitors

  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Functionality, ease of use and integration is a must for this type of business, as new hires are coming in constantly, and we need the integration with other software in a daily basis.

Talkdesk Implementation

  • Third-party professional services
Salesforce
Change management was minimal - Not much to it, pretty easy setup, just regular training
  • None
  • None
  • None

Talkdesk Support

They give really quick support and are always looking to improve. Updates and maintenance are being done regularly, without interrupting service, and when there is an outage, it's the quickest support I have ever experienced in this industry
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
No, not needed as the regular support is more than enough

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
  • Callbar
  • Agent statuses
  • Call assigning
  • QA
  • None
  • None
  • None
Yes, but I don't use it