Connecting People Across The World
August 27, 2024

Connecting People Across The World

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

Overall Satisfaction with Talkdesk

I use Talkdesk to view wallboards, analyse disposition data and keep track of call volumes, service levels, abandoned rates and speech analytics. Also used to create coaching evaluations and store coaching data. Talkdesk is also used to extract historic data which can be used for forecasting and analysing trends. We use Talkdesk to answer inbound calls and make outbound calls to customers across the world, it is efficient and user friendly

Pros

  • Easily connects to customers across the world
  • stores historic data
  • speech analytics
  • reporting on live data such as call volumes and service levels

Cons

  • level 2 dispositions
  • speech analytics to be a bit more accurate
  • Assisted with Forecasting and Planning
  • Live updates on AHT
  • Live updates on Call Volumes
  • Live updates on Service Levels
  • Live updates on Abandoned Rates
Talkdesk is efficient and provides value in live reporting whilst storing historic data which can be used to plan effectively and analyse data where needed
  • Talkdesk Workforce Management
  • 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

connecting to sellers accross the world and storing data for forecasting purposes

Talkdesk Feature Ratings

7.5
Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
9
Multichannel integration
7
CRM software integration
7
7.7
Inbound call routing
8
Omnichannel inbound routing
7
Recording
7
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
7
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented a year ago
    Thank you for providing your feedback! We are thrilled to hear that Talkdesk is making it easy for you to connect with customers across the world. We have noted your feedback about improvements needed for speech analytics and will share it with the team. We are constantly working to improve our platform, so this feedback is much appreciated.

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