Not sure you can trust Talkdesk
October 17, 2022
Not sure you can trust Talkdesk
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We use Talkdesk to answer customer calls and review our interactions with them
Customers call us on the phone for technical support and accounting assistance
I also use Talkdesk to monitor the status of my team and review their customer interactions
I also use Talkdesk to create reporting on my team's performance (Average Talk Time, Available Time, etc)
Customers call us on the phone for technical support and accounting assistance
I also use Talkdesk to monitor the status of my team and review their customer interactions
I also use Talkdesk to create reporting on my team's performance (Average Talk Time, Available Time, etc)
- Talkdesk stores information about interactions well so I can quickly locate and review calls
- Talkdesk allows all users to review calls relatively easily
- Talkdesk has a handy phone book option so I don't have to memorize phone numbers
- Talkdesk statuses are not always reliable. An agent might see Available on the widget but be in Away on the Dashboard
- Merging contact information should be a thing so we don't have numerous duplicate contacts listed
- Reports should also be visual. For example, if I could have a visual representation of an agent's status throughout their shift, that would be amazing
- We don't collect CSAT or NPS so this is NA
- Talkdesk has made it easier to work remotely because TD in general is easy to setup and use
- So far I haven't seen any major improvements since implementing the software
Nope. Most issues I report and cross my fingers something will happen because, to this day, I have never received personal information from callers
I have not yet had an exceptional support experience for this product. Come to think of it, I haven't had a regular customer satisfaction experience for quite some time now
I have not yet had an exceptional support experience for this product. Come to think of it, I haven't had a regular customer satisfaction experience for quite some time now
- Verint Community (Telligent) and Avaya Cloud Office
Verint has WAY better visual representation of real-time and historical activity. Managing real-time queue adjustments is also much simpler in Verint I really liked being able to see my agents' phone activity in real-time and also historically. This really helps when attempting to calculate productivity for the day so I wish there were a view for this in TalkDesk
Do you think Talkdesk delivers good value for the price?
Not sure
Are you happy with Talkdesk's feature set?
No
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?
No