Great product.
August 27, 2024

Great product.

Sam Radebe | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

The talk desk is a phone activity, learning platform, and quality management platform. We also get voicemails and live feeds for our status and aux times for breaks, lunch, and any activity you might need. Please keep track of your times regarding how long you've been on a call and how long you have used it for certain activities. Also, assist our workforce management team in letting you know or to be aware when you have exceeded or need to take a call or break.

Pros

  • Provides a real time Quality management scores.
  • Rings as soon as the call comes through.
  • Voicemail feature is also the best.

Cons

  • It is being able to operate the Talkdesk both on the app and browser without starting a new session.
  • The freeze up sometimes when trying to change status.
  • To be able to view different scores and not combined.
  • It has created a increased in the customer retention as it is easy to reach us.
  • Agents are able to see calls as soon as they come in so productivity is good.
  • Agents are able to keep monitoring their scores and able to improve.
Talkdesk has been phenomenal in terms of efficiency, reliability, and making sure to update any slagging that we might face with the platform.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
Talkdesk provides a lot more when you look at Quality management. The live feed assists our workforce management in keeping track of all agents' log-in time and log-out. It also assists with keeping up to date with your score and improving your markdowns. Talkdesk also provides educational platforms directly on the platform without any hassle. It also provides us with a voicemail option.

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

It is a perfect tool for someone in a call center business. It is easy to navigate, easy to understand, and very easy to log into. It creates a good audio output for both the user and the person calling. It makes it easier to differentiate between calls and which department is needed.

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
Interactive voice response
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
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 for taking the time to share your thoughts on Talkdesk! We love to hear that you find it easy to use, navigate, and understand. We have noted your feedback about occasional freezes when you are trying to change status. We are constantly working on improving Talkdesk's stability and will share this note with the team.

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