Easy "Off The Shelf" Solution
January 18, 2023

Easy "Off The Shelf" Solution

Tre Buie | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Receive calls from dispatchers and carriers. Calls are also transferred between departments. Talkdesk helps us understand frontline staffing needs (knowing the amount of calls IB & OB and well as processing times to handle those calls). Web-based and phone app real time reporting allows managers on the go to always know how we are doing.

Pros

  • Reporting
  • Incident Communication & Resolution (Outages)
  • License Administration
  • Creating Phone Calling Trees Within Talkdesk

Cons

  • Legacy TD Packages Annual Increase %'s Are High (9%)
  • Reduced AHT By Allowing Us To Understand Where Agents Were Spending Their Time
  • Answer More Calls In Busy Intervals
  • Increase Staffing By Identifying Agents With High After Call Work
I enjoy using Talkdesk's application. I can easily complete user administration activities, understand what's taking place realtime (perfect for remote workers), and access anywhere. If I ever have any questions, Account Managers are fast to respond. Reporting TD outages are also pretty easy using their website. Once outages are reported updates and resolutions are reached quickly.
Talkdesk implementation team was available for any and all questions. User set up and deployment of Talkdesk with vendor was super easy. Talkdesk doesn't require much with regards to system requirements.
When I came onboard, I needed some hand holding with regards to learning how to utilize Talkdesk reporting. The Account Management quickly shared great articles for me to reference and they were quick to assist me via webex.
Talkdesk doesn't require code writing and/or programing. It's a super easy "off the shelf" solution. Agents also find their interface super easy to understand.

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

Routing: If your business has different departments that needs separate routing, Talkdesk allows for this.
Reporting: If your agents do offline work, in addition to phone work, Talkdesk allows you to create offline states so you can track all production time.
Reporting: If your call volume is sporadic, reporting allows you to understand volume trends.

Talkdesk Feature Ratings

9.8
Agent dashboard
9
Validate callers
Not Rated
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

75 - Agents & Management
30 - Front Line Agents. These agents can be experienced or new call handling jobs.
  • Inbound Calls
  • Outbound Calls
  • Productivity
  • Measure Productivity
  • Listen To Calls For Quality and Customer Service Performance
  • Allow Management To Recognize Long Calls & Plug In to Listen
  • Skill Based Routing
  • Barge In To Calls & Assist
  • WFM Staffing Recommendations

Evaluating Talkdesk and Competitors

  • Price
  • Product Features
Understand Reporting Needs Better During The Review / Buying Process

Talkdesk Implementation

Talkdesk Support

Account Management, DiAndra Is Fantastic!
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, Didn't feel like we needed it. We were right!
Yes - Yes and they provided updates along the way.

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
  • Reporting
  • User Admin
  • Real Time Views
  • Phone Tree - At First
Yes, but I don't use it

Comments

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