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Promising service provider
December 15, 2023

Promising service provider

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

Overall Satisfaction with Talkdesk

Using it for our external customer hosting services needs along with some internal services that we keep in house. Standalone invoices are hard to review with month-over-month changes from finance perspective.
  • Talkdesk CX Cloud Elevate Licenses
  • Custom Reporting with Live & Explore
  • Quality Management Assis
  • provide details with user info for billing purposes
  • ability to sign term contract with discounts.
  • Customer satisfaction
  • Easy to use - meets customer needs
  • great customer support
very up-to-date and technology-geared service provider.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
AI-powered speech analytics can automatically analyze customer-agent interactions, identifying trends, sentiment, and areas for improvement. This helps in quality assurance and training, leading to more efficient and effective customer service.AI-driven automation can handle routine and repetitive tasks, such as call routing, basic customer inquiries, or data entry. This allows human agents to focus on more complex and value-added activities, improving overall efficiency.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Organizations that need to provide support across multiple channels (phone, email, chat) can benefit from Talkdesk's multichannel capabilities. It allows for a seamless integration of different communication channels.
Organizations with highly specialized or unique requirements that fall outside the typical use cases of a contact center might find Talkdesk less appropriate. In such cases, a more customizable solution might be needed.

Talkdesk Feature Ratings

7.6
Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
6
Call tracking
7
Multichannel integration
8
CRM software integration
7
7.5
Inbound call routing
6
Omnichannel inbound routing
8
Quality management
8
Call analytics
8
Historical reporting
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Talkdesk and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
would not change. happy with the selection.