Talkdesk experience
September 03, 2024

Talkdesk experience

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

Overall Satisfaction with Talkdesk

We use Talkdesk in our business to take calls, our Quality Assurance team uses to mark calls and WFM use talk desk to pull reports and provide detailed viewing of the calls that are coming through the different lines of business.

Pros

  • Reporting
  • Call screening
  • Call accessibility

Cons

  • Talk desk support
  • VRM features
  • Talkdesk AI
  • Reduced AHT
  • Increased productivity
  • Increased visibility and reporting
It is a very reliable tool that makes receiving and sending out calls very easy, as I am an agent, this allows me to work more easily and efficiently and also makes it very easy to see how I am tracking for QA as our calls are monitored and scored on Talkdesk.
It is very easy because from the time I arrived it has been the tool I have been using and not given any issues besides here and there but overall works.
  • Talkdesk Agent Assist
After calls it has made it very easy to disposition what was happening on the call and move on to the next call and this reducing the time that I spend on after call work and reducing my AHT.

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?

Yes

Would you buy Talkdesk again?

Yes

It is well suited for an environment where you have a lot of calls coming through into the company and as they come through it is a tool that allows for constant tracking and reporting of those calls and provides a detailed view of the service level and how the campaign is operating.

Talkdesk Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
10
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.4
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
8
Historical reporting
10
Live reporting
10
Customer surveys
7
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 helping you with reporting, call screening, and accessibility. We have noted your feedback on Talkdesk support and are sorry to hear your experiences with them have not meet your standards. We will share this with them team and assure we are dedicated to providing the best customer experience.

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