Excellent Usability, Performance and Reporting
October 03, 2022

Excellent Usability, Performance and Reporting

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

Overall Satisfaction with Talkdesk

Talkdesk allows us to track and monitor our department's performance live and quickly. It's user friendly, and has many bells-and-whistles that make it extremely valuable, from reporting, to integrations with Salesforce, quality assurance and workforce management. The team at Talkdesk have always been very helpful and supportive, and you can tell their company is always innovating and growing. We are excited about their new offerings and their plans for the future.

Pros

  • Reporting
  • User friendly
  • Live monitoring

Cons

  • Reliability - usually related to the live dashboard, but sometimes with calls dropping too
  • More knowledge articles to allow managers to make changes and updates on their own
  • Unsure - we haven't measured the impact of this software to our prior software, but it's more user friendly for agents and managers, and has the features we need.
It's a clean and easy to use interface. It has all the tools we need to run our operation smoothly.
They have been very good and dedicated to helping us get set up. I would like there to be more knowledge articles to allow us to set up different features ourselves. Many articles say to reach out to your CSM for help with setup, rather than allowing you to DIY.
I was not able to view a certain report with the correct information, so I reached out to their support by email. I got a response back within an hour or two, which gave detailed explanation about what settings I was missing and how to update it, along with pictures of what I needed to change. That was excellent service!
The reporting features and usability is much better than these other two options. 8x8 and Incontact (NICE CXone) were good when we had a smaller team of 10 to 20 agents on phones, but now that our customer service center is 50+, Talkdesk was able to handle the growth, and then some. We brought our sales and customer service folks in as well.

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

If you're a mid-sized or large customer contact center (sales, success, onboarding/implementation or service), then Talkdesk is a great software to flexibly manage your customers and team.

Talkdesk Feature Ratings

Agent dashboard
10
Validate callers
8
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
9
Call tracking
10
CRM software integration
Not Rated
Inbound call routing
9
Recording
10
Quality management
9
Call analytics
10
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated

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