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Review 09/20
February 07, 2024

Review 09/20

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

Overall Satisfaction with Talkdesk

I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
  • Reports
  • Live view
  • Call monitoring.
  • Have different options for offline.
  • Last week, we had lots of downtime.
  • Increased CSAT.
  • Reduced average handle times by reports.
  • Agent productivity causes it to give us the report.
It's great for what we use it. No complaints, really. I like the daily view and the weekly and monthly reports.
On a daily. They provided us with reports to help track and provide feedback to our employees.
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk AI Trainer
Lots, it helps daily.

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

It's great for what we need. It provides the correct report, lets us choose the different reports, and is very accurate. I would recommend adding more statues. Automatic saving of the last days on a report last used for monthly/weekly reports. On a daily basis, we use the report and live to monitor.

Talkdesk Feature Ratings

9.6
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Call tracking
10
9.8
Inbound call routing
10
Quality management
10
Call analytics
9
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

30 - Main company line.
20 - They use the phone daily.
  • Phone
  • Contact
  • Sales
  • The way we contact the customers.
  • Chat
  • Send live messages to customers.
Its great