Talkdest for the AMABHOZA.
August 27, 2024

Talkdest for the AMABHOZA.

Nokuzola Vilakazi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use Talkdesk to call and receive calls and check our stats. We can also communicate with our colleagues when busy with profiles and need assistance. Talkdesk helps us in all kinds of ways as it is our day-to-day tool in our workplace. Talkdesk also assists in our quality so we know where we are as well as activities if you need to listen to any calls, guards you to the correct route on how things need to be done in the workspace, there's also an academy that you can get on Talkdest that can be a lot of helpful to you as the employee in the company.

Pros

  • Conversations
  • Activities
  • Quality management.
  • Academy
  • Voicemails
  • Contacts

Cons

  • The main issue is when it shuts itself down while on a call.
  • Calls drop unexpectedly.
  • Missed calls when it did not even ring.
  • Sometimes freezes.
  • You can see your marking before coaching is done.
  • Can rectify mistakes before being marked.
  • Know where you lacking off so you can fix it.
Talkdesk is very useful in many ways. It helps improve our selling points, rectify mistakes, you know where you lack and can see your markings and ratings, give surveys to upskill us, and make sure our job is done correctly and much more straightforward when we need to find the working tools.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • 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?

Yes

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Being able to consult with your colleague while busy on the call with the clients so if there's something you are unsure of, you can get clarity while on the call. There's no need to drop and call the client back. But you can finish everything in just one call at the same time. Now, Talkdest can be less appropriate when you are busy on a call with the client, and they are busy telling you about their problem, and it just shuts down. Now, it is like you are not thinking of the client or have any sympathy, so you need to call them back after they feel you don't care about them.

Talkdesk Feature Ratings

9.8
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
7
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 it is your main day-to-day tool. We have noted your feedback about occasional freezes and missing calls when they did not ring. We are constantly working to improve the performance of our platform and will ensure this feedback is shared with the team. Should you need any further assistance, please do not hesitate to reach out to the support team.

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