Talkdesk review
August 26, 2024

Talkdesk review

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

Overall Satisfaction with Talkdesk

We use Talkdesk in our organization to make and take calls. It's the way in which we interact with our customers. It poses a huge impact since it's the main tool that we use. In Talkdesk we can also access any voice messages left by our customers we also able to see the status our collegues are on for eg, We are able to see if they are on a call or if they are on break

Pros

  • Placing a customer on hold and also unplacing them
  • Show detailed statuses our collegues are on
  • Able to leave voice messages to customers

Cons

  • Talkdesk is absolutely perfect and it doesn't need any modifications
  • Having a low Average handling time meaning I'm able to wrap my calls within the specified limit
Talkdesk is an easy app to use. I'm also able to go back and check all call recordings. Im also able to check for a number that I intend on calling which also shows who it belongs to. Talkdesk also shows live reporting. I can also see the service level for the entire contact centre
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Guardian
  • Talkdesk AI Trainer
  • Talkdesk Interaction Analytics
If I'm unsure of anything I just got on the AI guard which helps me navigate through Talkdesk. I can also see the latest version and then download it
Talkdesk helps us create evaluations and also be able to access our coaching feedback. We are also able to access call transcripts. I chose Talkdesk because it's one of the easiest form of communication. We are also able to filter the features of Talkdesk which help us have a better view of all the things we want to see

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

This one time the customer was not able to reach me as I was busy with other calls but he was able to leave me a voice message which I was able to listen to and call them back. I can also place the customers on hold without hearing any background noise

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented a year ago
    Thank you so much for the kind feedback. We are thrilled to hear you find Talkdesk easy to use and that it helps you manage your call handle times.

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