Talkdesk is amazing
August 31, 2024

Talkdesk is amazing

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

Overall Satisfaction with Talkdesk

We use Talkdesk daily, it is used to make and take calls, to see your valuations and feedback from coaching sessions, and to locate customers' contact details and interactions across all channels. Talkdesk has made delivering the best customer service experience easy, it has solved a lot of problems one being that we can do multiple things on Talkdesk alone instead of having to use multiple systems.

Pros

  • Receiving calls
  • Making calls
  • Analyzing interactions
  • Able to handle all tasks on Talkdesk
  • Track daily performance
  • Get valuations

Cons

  • When you log out, if you do not update your status to Offline it will remain operative until the next time you log in.
  • When available and making an outbound call, I am able to receive another call, whereas it should pick up that I am currently on another call.
  • I don't have any other problems to report
  • It has increased agent productivity with keeping adherence above 95%
  • It has increased agent activity with being able to change status right the call
  • It has enhanced customer experience
Talkdesk makes our lives easy in our organization as it's not only user-friendly but also has many functions that help make customers' lives easy and are not time-consuming. With these features, we have multiple features that help improve the quality of work, from calls, and valuations to agent productivity and activity reporting.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist

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

This other time I was making an outbound call to a customer and while it was ringing in my top right-hand corner there was a +1 meaning I had an incoming call I had to drop the call I was making to answer the incoming call ended up not being able to make that outbound at that time and I had promised a customer a call back, I had to call the customer few minutes later

Talkdesk Feature Ratings

9.7
Agent dashboard
10
Validate callers
9
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Interactive voice response
10
Call tracking
10
CRM software integration
10
10.0
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
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 taking the time to share your thoughts on Talkdesk! We are thrilled to hear it has helped agent productivity by keeping adherence above 95%. We have noted your feedback about placing outbound calls and statuses remaining active if you do not log out before leaving and will ensure this is shared with the team.

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