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Feel good monitoring!
Updated March 04, 2022

Feel good monitoring!

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

Overall Satisfaction with Talkdesk

I use the platform to monitor real-time activity and live statuses.
  • Monitoring
  • Visibility
  • Efficiency
  • Easier to set up dashboards
  • Automation is creating teams
  • Automation in updated teams
  • Saving time monitoring
  • Easy to use
  • Positively affecting billing which is based on statuses
It is easy to use and easy to monitor staff.
Having live monitoring access and the ability to update statuses is really good.
  • Verint Workforce Engagement (discontinued)
Talkdesk is easier to use.

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?

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

Zendesk Chat (formerly Zopim), Calabrio Teleopti WFM, Google Workspace (formerly G Suite)
It is perfect for live status monitoring. It is difficult to set up our own teams.

Talkdesk Feature Ratings

8.9
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
9
8.1
Inbound call routing
8
Omnichannel inbound routing
9
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

4999 - Live monitoring of statuses and reporting
4000 - Focus on detail, quick learners. Managememt and real time analysts
  • Live monitoring
  • Status use
  • Adherence
  • Live monitoring
  • managing adherence
  • updating live statuses
  • merge use across all channels chat email and phone
  • payroll
  • live chat with advisors
Works really well and is efficient

Evaluating Talkdesk and Competitors

  • Product Usability
Managing teams
I would not change it

Talkdesk Implementation

  • Implemented in-house
Not sure - No idea guys really , unecessary question
  • learn quick
  • create teams
  • amend teams

Talkdesk Training

  • in-person training
I was shown how to use Talkdesk and was happy with it. I learned all I needed.

Configuring Talkdesk

Easy to configure after knowing how to use it and getting the training on it. Maybe from experienced users because that worked for me.
Shadowing or case studies with experts on it would be ideal.
Some - we have done small customizations to the interface - I sorted the interface and customized to be able to monitor my team. It was easy after someone who knew showed me how to do it.
No - the product does not support adding custom code

Talkdesk Support

No issues and concerns
ProsCons
None
None
I have not purchased I am just a first line user of the platform, what kind of question is this?

Using Talkdesk

ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • creating teams
  • live monitoring
  • updating teams
  • When changing teams as manager there is a struggle to swap members to other teams
  • creating dashboards could be easier
  • templated dashboards could be less confusing

Talkdesk Reliability

Works very well where I work , serves the purpose of the business.
Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Pages load quickly ,every action gets captured instantly.