Excellent
Updated October 03, 2024

Excellent

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

Overall Satisfaction with Talkdesk

We use it wo ensure that everyone is able to measure their productivity within the business. Helps work force management to manage the company's productivity, checking the available status for agents. It is also used to provide quality feedback from the quality assessors directly to yourself reducing the strain and stress for waiting to get feedback from the management teams.

Pros

  • Outbound calls
  • Leaving notes of what was discussed on the call
  • Listening to calls
  • Live view of agent status

Cons

  • changing status
  • Call listening for different departments
  • timer for leaving notes
  • Increased productivity
  • Improved call quality
  • Active listening
It is simply because Talkdesk is easy to use and you are able to leave notes while you are on the call giving it ease for the next person to get an overview of what was discussed instead of asking the same information that was provided. Calls are easily accessible
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Quality Management Assist
Agent assist you are able to view how many agents are available and calls being routed to the correct department and viewing how long the call has been there. Quality management you can get feedback from the quality assessors about how well you have done or how well you could have done on the call rather then having to wait from the management to provide feedback, knowledge base is for you to know how to navigate Talkdesk.

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

When you are making a call and having to leave notes while on the call, the wrap up time in particular is limited especially when you need to leave detailed notes. What I like most about Talkdesk is that the call reference number allows you to listen to the call to find out what was discussed by the previous agent limiting the time for you to ask the customer the same questions when they have already provided an answer.

Talkdesk Feature Ratings

8.6
Agent dashboard
8
Validate callers
7
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
9
Interactive voice response
8
REST APIs
8
Call scripts
6
Call tracking
9
Multichannel integration
10
8.8
Inbound call routing
10
Omnichannel inbound routing
7
Recording
10
Quality management
10
Call analytics
9
Historical reporting
8
Live reporting
10
Customer surveys
6
Customer interaction analytics
9
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 sharing your thoughts on Talkdesk. We are thrilled to hear it is simple to use and helping you increase call productivity. Thanks for choosing Talkdesk!

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